Summary We have an exciting opportunity to join the welcome team at Wray as a Welcome Manager. Working alongside the other Welcome Manager, you'll lead a team of 10 Welcome and Service Assistants. Together you'll support and empower the team to welcome our visitors, respond to customer enquiries, site issues, and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading membership recruitment and fundraising. What it's like to work here With the Castle now closed for a series of renovations, our welcome team will be based outside with all their duties undertaken outdoors in the grounds. With your help, we'll be developing experiences for our visitors outdoors while the castle is closed. This past year we've been developing a project to improve the Castle and create a Beatrix Potter exhibition venue with the long-term hope of displaying her original watercolours. This is an exciting period of change at Wray, and we want to find someone who will share the same enthusiasm and passion we have for this project. The impact this project has on our day-to-day may change throughout your time here, so a willingness to be flexible and adapt to what the site needs will also be important. What you'll be doing You’ll have co-responsibility for the team, and their safety and working practices, working closely with the other Welcome Manager to develop the site offer. You'll 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 good judgement and decision making, in line with 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'll be applying your high level of competence to deal with service recovery without senior support being on site. You'll engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay. As part of the duty management team, you'll be on a rota with other managers to be the property lead in the case of an emergency. Alongside your normal role you'll be responsible for opening and closing the site, managing any escalated visitor enquiries and supporting the whole property team with first aid instances. Who we're looking for To deliver this role successfully, you'll need: good practical experience in visitor business, in tourist, heritage or relevant visitor services environment naturally curious about people, and with a enthusiasm to and experience of delivering the highest standards of customer service excellent organisational skills to be a confident leader, adaptable and responsive under pressure the ability to initiate service recovery without senior support good 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 Click here to find out more about the benefits we offer to support you.