Welcome Manager

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property!

As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

This role is based on 1560 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

What it's like to work here:This beautiful Tudor mansion is situated high above the River Tamar, with Dartmoor National Park and many unspoilt beaches nearby. The property is brimming with character, and is home to many colourful tapestries, armours and artefacts. The team pride themselves on providing superb customer service, and the family atmosphere amongst the 65-member team makes Cotehele a very special place to work. Due to its location, it’s likely you will need your own transport to get here.

For more information about our property please visit www.nationaltrust.org.uk/cotehele

What you'll be doing:You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.

You will have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies. You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors.

You will be applying your high level of competence to deal with service recovery without senior support being on site, engaging with all our visitors to inspire support through membership, and help them to enjoy their visit.

• Who we're looking forGood practical experience in visitor business,in tourist, heritage or relevant visitor services environment

• Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service

• Excellent organisational skills

• Confident leader, adaptable and responsive under pressure

• Ability to initiate service recovery without senior support

• Good IT skills (all MS Office)

The packageThe 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 properties for you, a guest and your children (under 18)

• Tax free childcare scheme

• Rental deposit loan scheme

• Season ticket loan

• Perks at work discounts i.e. 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 locations

• Independent financial advice