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Welcome & Service Assistant Manager, Maidenhead
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Client:
National Trust
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
2b1b98ba1139
Job Views:
2
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
Summary
***INTERNAL APPLICANTS ONLY PLEASE***
The role of a Welcome and Service Assistant Manager with the National Trust is to uphold the highest of standards in the service we give to visitors. If you’re a natural motivator, who likes to lead by example to make sure every single person feels welcome and has their best day possible, then this could be the job for you.
Due to the operational need, this role will require weekend working and some bank holidays to ensure full cover. Cliveden is in a rural location, so you'll need to consider how you'll get to the property before applying.
What it's like to work here
You'll be supporting the Welcome Manager to deliver our key objectives and strategy onsite at Cliveden. You'll help manage a team of twenty two staff, providing support and training on a day to day basis. You'll also manage a small volunteer team to deliver our access standards. As the Welcome and Service Assistant Manager you'll support the duty management of the estate on a day to day basis alongside the Welcome Manager.
Cliveden’s Italianate mansion, riverside setting and family-friendly events draw visitors all year round, making this property a busy location with a wide range of opportunities. There is always plenty to do at the 375-acre estate, with conservation of the South Terrace among recent projects. Cliveden team are close-knit with a wonderful sense of community.
There are 3 catering outlets; The Conservatory Café, The Dolls House and Catering Kiosk for all visitors to enjoy a bit to eat! There are a series of impressive formal gardens with far-reaching views, an abundance of bedding change throughout the seasons and an intimate Rose Garden for those wanting a little bit of peace and tranquillity.
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 across the all-important welcome areas. 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 will work alongside the Welcome Manager to ensure a collaborative approach is taken with your colleagues on property, to deliver on budgets and visitor growth.
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.
Summary
***INTERNAL APPLICANTS ONLY PLEASE***
The role of a Welcome and Service Assistant Manager with the National Trust is to uphold the highest of standards in the service we give to visitors. If you’re a natural motivator, who likes to lead by example to make sure every single person feels welcome and has their best day possible, then this could be the job for you.
Due to the operational need, this role will require weekend working and some bank holidays to ensure full cover. Cliveden is in a rural location, so you'll need to consider how you'll get to the property before applying.
What it's like to work here
You'll be supporting the Welcome Manager to deliver our key objectives and strategy onsite at Cliveden. You'll help manage a team of twenty two staff, providing support and training on a day to day basis. You'll also manage a small volunteer team to deliver our access standards. As the Welcome and Service Assistant Manager you'll support the duty management of the estate on a day to day basis alongside the Welcome Manager.
Cliveden’s Italianate mansion, riverside setting and family-friendly events draw visitors all year round, making this property a busy location with a wide range of opportunities. There is always plenty to do at the 375-acre estate, with conservation of the South Terrace among recent projects. Cliveden team are close-knit with a wonderful sense of community.
There are 3 catering outlets; The Conservatory Café, The Dolls House and Catering Kiosk for all visitors to enjoy a bit to eat! There are a series of impressive formal gardens with far-reaching views, an abundance of bedding change throughout the seasons and an intimate Rose Garden for those wanting a little bit of peace and tranquillity.
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 across the all-important welcome areas. 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 will work alongside the Welcome Manager to ensure a collaborative approach is taken with your colleagues on property, to deliver on budgets and visitor growth.
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 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.
Who we're looking for
We'd love to hear from you if you’re:
1. experienced in visitor services, in the tourist or heritage sector
2. naturally curious about people, with an understanding of how to achieve the highest standards of customer service
3. able to work to sales targets, and confidently sell the benefits of becoming a member
4. well-organised and motivated
5. willing to learn new skills, and take a positive, practical approach to tasks and challenges
6. able to use IT tools (including MS Office suite)
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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