This is an exciting opportunity to join the Workhouse and Infirmary team as a Welcome Manager on a fixed term contract until 31 December 2022. The hours will be worked over the season and vary depending on business need.
You'll lead a small team of welcome staff and volunteers, you will empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You'll be experienced in managing people, delivering outstanding customer service and leading on risk management. *Internal Applicants only please*
What it's like to work here The Workhouse and Infirmary is a unique National Trust property focussing on the social history of the poor, giving a voice to their stories and experiences. It is a complex place that challenges us to reconsider how we care for all in our communities today. With so many connections to important contemporary questions surrounding welfare and inequality it is an exciting time to be joining the team.
We are a relatively small property, with a friendly atmosphere, run by a small, dedicated staff team and wider volunteer support. You will be managing a team of four welcome and service assistants.
For more information about our property please visit the-workhouse-and-infirmary
What you'll be doing
You'll have overall responsibility for the team, and their safety and working practices, working closely with the Senior Visitor Experience Officer to develop the site offer.
You will have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies. You'll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.
Who we're looking for
- Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
- Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
- Excellent organisational skills
- Confident leader, adaptable and responsive under pressure
- Ability to initiate service recovery without senior support
- Good IT skills (all MS Office)
The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.
Wherever you're from, and whatever your background, we want to hear from you - and it doesn't matter if you're jam first, cream first, or even if you don't like scones at all. Everyone is welcome.
Benefits for working at the National Trust include:
- Flexible working whenever possible
- Free parking at most locations
- Free entry to our properties for you, a guest and your children (under 18)
- Substantial pension scheme of up to 10% basic salary
Click here to find out more about the benefits we offer to support you.