We have an exciting opportunity to manage and lead our team welcome staff. As a Welcome Manager, you will head up the staff and volunteer team over several visitor sites. Working days will include weekends and bank holidays to ensure sufficient cover at our busiest times. You will offer and encourage an outstanding, efficient and friendly service to all our visitors. 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 an annualised contract of 1625 hours per year (0.83FTE). The majority of these hours will be worked during March to October, with an approximate work pattern of: Mid-March to October, 37.5 hours per week, over 5 days October to Mid-March, 15 hours per week, over 2-3 days 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. We're currently undertaking our pay review process and it is likely that this salary will be increased from 1st April 2025. Planned interview date – Tuesday 25th and Wednesday 26th March. What it's like to work here With over 60 miles of spectacular coastline, rich in wildlife and history, North Cornwall stretches from just south of Newquay to the north of Bude. Sandy beaches and dramatic cliffs attract a large number of visitors every year, particularly sites Holywell, Crantock, Carnewas, Trevose, Pentire and Sandymouth. We are looking for a Welcome Manager to lead and line manage our welcome teams at Pentire, Trevose and Carnewas at Bedruthan. This role will also work with the other Welcome Managers in North Cornwall to support our teams at Holywell and Crantock, and occasionally at Sandymouth, as part of a duty management rota. The role is wide ranging, you’ll work with the Site manager and Visitor Operations & Experience Manager to manage our facilities and infrastructure (such as toilets and pay & display machines) on a day to day basis, ensure that our presentation standards are always high, and support our Visitor Experience Officer with delivering engagement events and activities. What you'll be doing You’ll have overall responsibility for the team, and their safety and working practices, working closely with the other Welcome Managers, Site Manager and Visitor Experience & Operations 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 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'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. Who we're looking for We'd love to hear from you if you have: Practical experience in visitor business, in tourist, heritage or relevant visitor services environment Natural curiosity about people, and experience of delivering the highest standards of customer service Excellent Communication and organisational skills Confidence as a leader, adaptable and responsive under pressure 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