Your role 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. You’re likely to be jointly managing a team of staff and volunteers, so would need to be willing and able to work weekends and bank holidays to ensure full cover. You'll also be required to cover Duty Manger Shifts when required. What it's like to work here Based at Crook Hall Gardens in Durham, you'll report to the Welcome manager and will manage a team of 5 welcome and service assistants. Crook Hall is part of the Derwent, wear, and coast portfolio. Gibside, Souter Lighthouse, Washington old hall, Crook hall gardens and Durham Coast make up the Derwent, wear and coast portfolio. The National trust purchased Crook Hall gardens in March 2022, with visitor numbers growing with over 54k visitors for 2024. You'll be responsible for leading a high performing team, helping to achieve weekly and monthly KPI’S. Leading a cultural service with the responsibility for stretching targets and creating a great place for your welcome and service team to work in. You'll lead the team to ensure the arrival and visitor journey are presented to an agreed standard. What you'll be doing You are responsible for the day to day operation of the welcome area. You’ll be making sure that the welcome every person receives when they come to visit is as good as it could be. You want them to have the best experience of visiting Crook Hall Gardens. Everyone who comes here is contributing to the work of the Trust, in protecting and looking after places so that people and nature can thrive – now and into the future. Your warmth, your care, your high standards and your attention to detail can make all the difference to their day. You'll support your team and help to solve problems on a daily basis. You’ll know how to turn around a challenging situation, and you’ll be helping your team to do the same. You'll also be raising funds and encouraging people to join the Trust as members, always aware of how crucial these goals are to the Trust’s cause. By sharing your knowledge of our conservation work both here and throughout the Trust, you’ll help people to see how vital their contribution can be. Your duty manager responsibilities include morning site checks, responding to and escalating to any issues and ensuring a smooth operation of Crook Hall gardens. Who we're looking for We'd love to hear from you if you’re: experienced in visitor services, in the tourist or heritage sector naturally curious about people, with an understanding of how to achieve the highest standards of customer service able to work to sales targets, and confidently sell the benefits of becoming a member well-organised and motivated willing to learn new skills, with a ‘can-do’ attitude comfortable with IT skills (all MS Office) 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