We have an exciting opportunity for a Welcome Manager to lead a team of Service Assistants at our brand-new Visitor Centre at Ightham Mote.
You’ll use 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 a real people person, leading and empowering your team to deliver outstanding customer service whilst helping each visitor to have an amazing experience.
Please attach a cover letter to your application.
What it's like to work here
Described as the most complete medieval moated manor house in England, Ightham Mote is a beautiful 700-year-old mansion, surrounded by stunning gardens and a 516 acre, freely accessible estate. Romantic and picturesque, it is nestled in the Kent countryside between Sevenoaks and Tonbridge.
As Welcome Manager, you’ll play a pivotal role in the Visitor Welcome team, which is a small, but perfectly formed, parttime team of enthusiastic individuals, who are focused on making sure each visitor has an enjoyable and memorable visit. This ethos is reflected in our visitor satisfaction scores which are consistently high and currently above 90%.
Alongside the many benefits offered by the Trust, you'll have the freedom to manage the team, as well as the opportunity to grow and develop professionally, making it a truly rewarding role. Continual support is provided by your line manager, the Property Operations Manager, along with the wider Visitor Experience team.
What you'll be doing
As Welcome Manager, you'll have day to day responsibility for the running of the Visitor Centre, leading our team of brilliant Service Assistants and dedicated volunteers.
Led by the Property Operations Manager, you’ll work closely with property teams to identify and develop fundraising opportunities, leading the Welcome Team to put those at the heart of what they do, enabling and facilitating our collective success. You'll inspire and engage the team to deliver key fundraising and membership targets as part of our charitable cause, creating meaningful moments for new and existing supporters.
You'll support our programming through participation in the delivery of exciting events that we run throughout the year, as well as exciting new offers.
Working in close partnership with our Retail Manager, working side by side in our new, sustainable visitor centre.
Using your communication and creative skills, you'll motivate the Welcome Team and include our volunteers in our efforts to make Ightham Mote a wonderful place to work in and visit. You'll also live one of our key values – everyone’s welcome – by playing your part in enabling wider access to the Trust for all members of society.
This is a proactive, on-site role which involves day to day engagement with teams across all departments. As one of several Duty Officers you'll be part of a rolling rota, including some weekend and Bank Holiday work throughout the year.
Who we're looking for
Good 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 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