We’re looking for someone with a gift for helping everyone to feel welcome to join us as Welcome Manager at Ham House and Garden in Richmond-upon-Thames, leading our small but vital welcome team. This role champions Growing Support targets, helps deliver the day-to-day operations, and ensures the team members have all they need to shine in their roles. Interviews will be held at property on Friday 4 July. The advertised salary is inclusive of an Outer London weighting allowance of £3315 What it's like to work here Ham House and Garden is situated on the banks of the River Thames. This 17th century country home has a varied visitor experience, including outdoor events, workshops, outdoor theatre, guided tours, exhibitions to engage our audiences with our collection, and family-friendly activities. Reporting to the Visitor Operations & Experience Manager, you'll be working alongside the Programming & Partnerships Officer, the Senior Volunteering and Community Officer, and the Communications & Marketing Officer. You'll be line managing six Welcome & Service Assistants as well as a group of Visitor Welcome volunteers and bookshop volunteers. The orangery café offers freshly made food straight from the garden to your plate and the shop also sells a large selection of Ham-grown plants and other varieties. Take a step back in time to over three hundred and fifty years worth of plants and produce originally grown in the gardens. What you'll be doing You’ll lead and manage our team of welcome and service assistants and volunteers. You’ll be responsible for making sure that day-to-day operations run smoothly in the all-important welcome area. You’ll inspire and care for your team, encouraging them to give the highest standards of service and to help grow our charitable income. You and your team will be focused on helping everyone you meet to have their best possible day. You'll have responsibility for the day-to-day operation of the welcome area as well as all technical equipment and some responsibility for strategic planning and reporting. Joining a rolling rota, you'll be regularly working on weekends (on average every third), helping the team navigate the use of our five blue badge car parking spaces as well as wheelchair/mobility scooter bookings, support with second-hand bookshop donations, and more on the busiest days of the week. You’ll be using good judgement and decision making to lead from the front, in line with National Trust guidelines, values and policies. You'll regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation. You'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints. You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role. Who we're looking for We'd love to hear from you if you’re: experienced in visitor services, tourism, heritage or similar situations naturally curious about people, and motivated to give the highest standards of service highly organised a confident leader adept at managing financial performance up for a challenge, adaptable and responsive under pressure The package 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. Substantial pension scheme of up to 10% basic salary Free entry to National Trust places for you, a guest and your children (under 18) Rental deposit loan scheme Season ticket loan EV car lease scheme Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. Flexible working whenever possible Employee assistance programme Free parking at most Trust places