Summary We’re looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Brownsea Island, leading our small but vital welcome team. Interview date: 21st/22nd April 2025 Working hours: 1,500 hours annually. 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. Type of contract: Permanent Salary: £20,640.00 per annum The ability to work weekends, bank holidays and evenings is essential What it's like to work here You'll lead a team of 12 Welcome and Service Assistants. 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 confident in managing people, delivering outstanding customer service and leading membership recruitment and fundraising. You'll have responsibility for the team, for their safety and working practices, and working closely with them to develop the site offer. What you'll be doing You'll apply the highest 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. 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. During 2025, all our visitors will be departing from Poole Quay. Our welcome team are based upon visitor arrival on the island. The focus of this role is enabling our visitors to have a speedy welcome onto the island, whilst also ensuring that we are still delivering an exceptional service. This has already been proven to be easily achievable in our 2024 season. The Island has a unique visitor journey, and on Brownsea Island we work closely with one another to deliver our best to everyone. 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/are: 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.