Summary
**Important notice**
In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.
We have an exciting opportunity to lead a team of welcome staff & volunteers at the North Nottinghamshire portfolio. Working within a bustling atmosphere as part of passionate team, you'll play a core part in ensuring fantastic service is provided to our visitors, and that support is grown for our charity. You’ll be experienced in managing people and leading for outstanding visitor service.
You'll work 30-hours per week. Your weekly working pattern will vary, working 4 days per week over a 7 day operational rota in conjunction with two other Welcome Managers. Your typical working day will be either 07:30 – 15:30 or 08:30 – 16:30. You'll be required to work regular weekends and bank holidays on a sequential basis (approximately 1 in 3).
Internally you'll be known as a Welcome Manager (Band 2).
What it's like to work here
Clumber Park is the busiest pay-for-entry National Trust property across the charity, welcoming over 650,000 visitors annually. The office environment is vibrant and energetic; we are a close-knit team and fully support each other in terms of wellbeing, progression, and opportunities. We're also passionate about the cause of the National Trust and conservation across the portfolio.
The two properties cared for by our team could not be more different; Clumber Park, carved out of the ancient forest of Sherwood, is a beautiful expanse of parkland, heath and woods covering more than 3,800 acres. Find out more here;
Whereas Mr Straw’s House in Worksop is a modest semi-detached house that has remained virtually unchanged since the Straws moved there in 1923. More information about this unique property can be found here;
What you'll be doing
You’ll share responsibility for the Visitor Welcome team with two other Welcome Managers. You'll be jointly responsible for the safety and working practices of the team. This includes direct line management of 8 Welcome & Service Assistants and a team of volunteers. You'll report to and work closely with the Visitor Operations Manager to help develop the site offer.You'll lead on the day-to-day running of welcome operations, ensuring the delivery of the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies. Helping to deliver high standards of presentation across the portfolio, you'll ensure all communications with our visitors are clear and consistent; from their initial welcome, the posters and signage, to written visitor feedback responses.You’ll use your strong communication skills to both inspire and motivate the Welcome Team to grow support for the National Trust through membership recruitment, donations and ‘low level giving’.As well as leading from the front to inspire and support the Welcome Team to deliver in their roles, much of your time will be spent ‘behind the scenes’; liaising with other departments to ensure a smooth and joined-up approach to visitor operations, planning ahead, monitoring and driving forward our Growing Support targets, ensuring Health & Safety procedures are adhered to and supporting the team administratively via the creation of rotas, submitting timecards, managing performance etc.You will also work as part of a rota to cover Duty Management responsibility for Mr Straw’s House; as the most senior person on site, you'll lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust.
Who we're looking for
Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:
1. understanding of visitor experience and service leadership
2. ability to support team management and development
3. awareness of commercial considerations and financial performance
4. knowledge of operational delivery and risk management
5. experience in communication and stakeholder engagement
Criteria for all other applicants:
6. experienced in visitor services, tourism, heritage or similar situations
7. naturally curious about people, and motivated to give the highest standards of service
8. highly organised
9. a confident leader adept at managing financial performance
10. 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 (for roles that meet the salary criteria)
•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