We're looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Birmingham Back to Backs, leading our small but vital welcome team.
The Back to Backs is open 6-days a week which means that occasional weekend, evening and bank holiday working is required. This is on a rota basis. You'll be managing a team of 5 Welcome & Service Team Members, driving growing support and excellent standards of customer care. You'll manage and grow our developing second‑hand book shop, lead on group and schools bookings, and with our Visitor Experience colleagues, lead on all elements of the visitor experience. You'll work 30 hours per week. Your working pattern is mostly Tuesday‑Friday, with occasional weekend working (roughly 1 in 6) and occasional Monday's (also roughly 1 in 6).
What you’ll be doing
You’ll be responsible for making sure that day‑to‑day visitor operations run smoothly in the all‑important welcome area and bookshop.
You’ll inspire and care for your team, encouraging them to give the highest standards of service. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes.
This includes organising school bookings and group tours.
Our bookshop is a critical part of growing our charitable income to support our ending unequal access work. A key part of your role is to grow our bookshop, finding other innovative ways of generating income from our second‑hand books, including online presence and auctions, and, working alongside our Visitor Experience Officer, to become a hub for events and activities.
You’ll be responsible for planning, monitoring and reporting on financial performance. You’ll regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation.
As Duty Manager, you’ll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.
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 with ability to support team management and development
* aware of commercial considerations and adept at managing financial performance
* up for a challenge, adaptable and responsive under pressure
Benefits
* 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
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