Summary
As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.
Salary: £18,564
Contract/duration: This is a permanent role.
Hours/working pattern: 28 hours per week. During our summer hours (March to October) you'll work 7 hours shifts for 4 days of the week, and during our winter hours (October to February) you will work 6 hours shifts for 4 days with a fifth day with a half day shift of 4 hours.
This role requires you to be flexible to work weekends, school holidays and bank holidays, including Christmas. (Polesden Lacey is closed Christmas Eve and Christmas Day)
For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.
What it's like to work here
Reporting to the Welcome Manager you’ll be part of a team of 7 other Welcome team members working at Polesden Lacey within the Clandon and Hatchlands property group.
Polesden Lacey hosts over 400,000 visitors in a year with many popular events that bring the crowds in such as Lazy Jazz Sundays during the summer months and our Christmas offer which delighted 75,000 visitors in 2025. If you’re looking for a fast-paced environment this is the place for you. You’ll primarily work out of the visitor reception building, sometimes supporting pop up areas on busy days, our volunteers work along side us to help bring the magic to the visitor journey. The main duties of the role are using the tills for admission, selling membership (training provided), & dealing with customer complaints and enquires.
What you'll be doing
Day to day, you’ll deliver a great all-round customer service experience. At the till point you’ll be on hand answering queries and listen to what our visitors need so you can share the right information. You'll offer information on why Gift Aid is important to us as a chairty as well as promote the benefits of membership to the National Trust. Some days are slower in off-peak months where you have more time to get to know our visitors, whereas during peak times (2,500 + visitors per day) you'll need to adapt to visitor flow; dealing with the pressure of queues, fast-tracking visitors to our outdoor teams and still be keen to promote everything we do.
Who we're looking for
We'd love to hear from you if you're:
1. customer focused with an understanding of the importance of great service
2. a team player, but also can work on your own initiative
3. well organised and adaptable
4. willing to learn new skills
5. have a positive attitude
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