Welcome Manager - Robertsbridge
Summary
Visitors are a vital part of what we do. As a charity, every penny we raise goes back into our continued conservation of our places and spaces. We have an exciting opportunity to lead a team of welcome staff and volunteers at Bodiam Castle as part of the Bateman’s & Bodiam Castle portfolio.
We’re looking for you to manage our welcome team, ensuring day-to-day operations at the visitor reception and car parks run efficiently whilst nurturing and inspiring staff to seize every opportunity to engage with our supporters and grow our charitable income delivering against stretching targets.
Weekends, school holidays and bank holidays are our busiest times, so you will be comfortable working regularly during those periods on a shared rota with other colleagues.
What it's like to work here
Reporting to the Property Operations Manager, you’ll be working alongside all departments to build, promote and share experiences with our supporters, inviting them to play their part in safeguarding the future of Bodiam Castle.
The Bateman’s and Bodiam Castle portfolio consists of two very different properties run by one passionate team.
Bodiam Castle is an impressive 14th century moated castle and one of the most famous castles in Britain. The spiral staircases and original features make for an ever-inspiring atmosphere with a strong spring and summer business appealing to tourists, families and school groups from the UK and overseas.
Ten miles away in Burwash nestles Bateman’s, the former home of Rudyard Kipling. This 17th century house remains much the same as the world-famous writer left it. Bateman's has a real family feel, with a team who will give you a warm welcome. The garden and landscape at Bateman's provided the inspiration for Rudyard's mythical tales in Puck of Pook's Hill and Rewards and Fairies.
Nestled in a peaceful corner of East Sussex with beautiful surrounding, this is a great place to live and work.
What you'll be doing
Responsible for leading a team of Welcome & Service Assistants and a group of dedicated Volunteers; you’ll make sure every visitor who comes to Bodiam Castle has a great experience by leading for exceptional service across the portfolio.
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 National Trust guidelines and policies.
You'll regularly be the duty manager for the site with specific responsibilities including safeguarding, cash & till procedure, fire, security and evacuation. You'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiry or complaint.
You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.
Who we're looking for
We'd love to hear from you if you: Have good practical experience in visitor services, tourism, heritage or similar environments Are naturally curious about people, with a drive to deliver the highest standards of service Have excellent organisational skills Are a confident leader Can demonstrate strong financial performance management Welcome challenge, are adaptable and responsive under pressure
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.