We'd love to hear from you if you're: customer focused with an understanding of the importance of great service a team player, but also can work on your own initiative well organised and adaptable willing to learn new skills have a positive attitude Welcome & Service Team MemberReporting 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 portfolio. Polesden Lacey hosts over 400,000 visitors in a year with many popular 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 till for admission, selling membership, & dealing with customer complaints and enquires. 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 charity 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. This role would suit anyone with enthusiasm for delivering great customer service and enjoys the challenge and reward of public facing roles.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 Click here to find out more about the benefits we offer to support you. Closing Date: 14 June 2026 Vacancy Date: 18 June 2026To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.If 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. 176641IRC176641DorkingPermanent p/t (480 hrs py)Ends: Jun 14th 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: £6,360.00Contract; Permanent Hours/working pattern: 480 annualised hours. This is approx 10 hours per week. This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year. some months may be more or less hours depending on operational needs. Shifts will be a mix of full day (7 hours during summer opening hours) or shorter shifts ranging for 4.5hrs to 5.5 hrs.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). From October to February we move to winter opening hours where a full day shift is 6 hours as the property closes at 4pm.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.Please check your ability to travel here as Polesden is not on a main bus or train route. Polesden Lacey, Great Bookham, Dorking, RH5 6BDCompliance.Eligibility to Work in the UK13.25 per hour