We have an exciting opportunity to lead a team of 9 welcome staff and volunteers at Lacock Abbey.As Welcome manager you will support the day-to-day operations of the visitor experience and lead your team to deliver exceptional customer service.
You’ll be experienced in managing people, delivering outstanding customer service and leading membership recruitment and fundraising.
Hours:Full time 37.5 hours per week
Salary:£26,793 per annum
Contract:Permanent
Interview date:6th June 2025
Potential start date: ASAP
What it's like to work here
You’ll be joining a friendly team in the Lacock and North Wiltshire portfolio (Lacock, The CourtsGarden, Great Chalfield Manor and Garden and Westwood Manor). This role will be based at Lacock Abbey and will report to the Property Operations Manager as part of the Visitor Experience team.
As Welcome Manager, you’ll play a pivotal role in leading the Welcome team, who are focused on making sure each visitor has an enjoyable and memorable visit. Alongside the many benefits offered by the Trust, you'll have the freedom to manage the team, as well as the opportunity to grow and develop professionally, making it a truly rewarding role.
Visitors flock to this quintessential village, 13th century abbey and museum dedicated to photographic pioneer William Henry Fox Talbot. You’ll be joining a team of 40 staff members and over 350 volunteers, working to deliver a lively and fun visitor experience. It’s likely you will need your own transport to get here, however this is a great opportunity to join a welcoming team and contribute to an exciting programme of events.
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, whatever it takes.
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 have responsibility for the day-to-day operation of the welcome area and car park to ensure the delivery of the highest standards of service and visitor experience. Your specific responsibilities include, growing support and service targets, cash and tills, fire, security and evacuation.
As part of the Assistant Leadership team, you will strive for excellence in customer service, presentation standards and communication across departments.
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
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