We'd love to hear from you if you’re:experienced in visitor services, tourism, heritage or similar situationsnaturally curious about people, and motivated to give the highest standards of serviceup for a challenge, adaptable and responsive under pressureable to demonstrate confidence in selling the benefits of becoming a membera professional, well-organised and calm leader a capable and confident communicator, both verbal and written, including sound IT skillsable to initiate service recovery without senior supportWelcome ManagerYou will be leading a very successful and high performing team, and be part of a bigger friendly, and professional team of staff and volunteers experienced in a broad range of disciplines. Everyone works closely together to look after Cragside for all our visitors – both present and future – to enjoy. You’ll be working collaboratively with other team leaders to deliver a smooth visitor operation and ensure a seamless visitor experience.The welcome team works predominantly outdoors in a varied work environment, with fluctuating levels of activity depending on the time of day, day of the week, or time of the year. An average busy day could see around 1,000 visitors, rising to over 2,000 on occasional high days. With one of the longest dwell times in the Trust, morning activity in admissions is greater than afternoons.We provide on-going training, mentoring and development to support you in your role.Click here for more information about this locationYou’ll spend most of your time working alongside your team out on the ground, leading them in the day to day operation of the welcome areas and role modelling the exceptional standards of customer service and selling skills that are expected at such an important property. You will use your commercial acumen and good judgement, in line with National Trust guidelines and policies, to optimise deployment of the team so that they can deliver the commercial targets and outstanding visitor experience. There is an office-based dimension to the role, and you will spend some time carrying out administrative tasks, mainly in the afternoons. These will include one-to-one meetings with your team members, rota planning, visitor correspondence, and other visitor service related activity. There will be time, too, to support the Visitor Operations & Experience Manager in developing the site offer and monitoring standards of customer service and presentation across the site.You can view the full role profile for this role in the document attached. You don't need to have all of 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. Please also see attached information about the duty management responsibilities involved in this role.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 salaryFree entry to National Trust places for you, a guest and your children (under 18)Rental deposit loan schemeSeason ticket loanEV car lease scheme Perks at work discounts such as gym memberships, shopping discount codes, cinema discountsHoliday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.Flexible working whenever possibleEmployee assistance programmeFree parking at most Trust places Click here to find out more about the benefits we offer to support you. Closing Date: 25 May 2025 To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.PLEASE ADD A CV AND COVER LETTER for your applicationIf you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at recruitmentenquiries@nationaltrust.org.ukIf you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at adjustments@nationaltrustjobs.org.uk and we'll support you as best as we can. For examples of how, please see our supporting you page.Equal Opportunities Statement The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here. Safeguarding Statement The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early. 163659IRC163659MorpethPermanent f/t (1950 hrs py)Ends: May 25th 273.9 mi from undefinedWe have an exciting opportunity to lead a team focussed on customer service and commercial activity at one of the National Trust’s flagship properties. As Welcome Manager, you will work on the front line managing, coaching, and supervising the visitor welcome team in order to ensure membership recruitment targets are met and to ensure an outstanding visitor experience. You will also be a regular duty manager and support the Visitor Operations & Experience Manager with property-wide growing support activity.The work pattern is Tuesday to Saturday, with an emphasis on school holidays and the occasional bank holiday, when we’ll need your leadership skills the most.This role is based on annualised hours, where the number of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year. You'll work 1950 hours per year, which on average is 37.5 hours per week. If you would like to discuss this role further, please contact steven.howard@nationaltrust.org.ukCragside, Rothbury, Morpeth, NE65 7PXCompliance.Eligibility to Work in the UK30,000 pa