Welcome Manager - Coggeshall Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers across three properties. As Welcome Manager, you will head up the staff & volunteer team, including nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. 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 events and risk management. What it's like to work here Reporting to the Property Operations Manager, you’ll be an important part of a team working across three properties, Paycocke's House & Gardens and Grange Barn in Coggeshall and Bourne Mill in Colchester. The three properties each have a unique charm and different offer for our visitors and local communities. You will be line managing six Welcome & Service Assistants and three enthusiastic groups of volunteers. You'll also work alongside many support and satellite staff as well as a varied group of volunteers to develop an inspiring events programme. The pace of the work can be rather lively, it can be quite sedate, but you'll always be working in beautiful surroundings with supportive people. What you'll be doing You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Property Operations Manager to develop the offer for three properties. You will have responsibility for the day to day operation of the welcome area's 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 will be applying your high level of competence to deal with service recovery without senior support being on site. You will 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're able to demonstrate the following skills and experience 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 Click here to find out more about the benefits we offer to support you.