To deliver this role successfully, you'll need: Good practical experience in visitor business,in tourist, heritage or relevant visitor services environmentNaturally curious about people, and with a passion to and experience of delivering the highest standards of customer serviceExcellent organisational skillsConfident leader, adaptable and responsive under pressureAbility to initiate service recovery without senior supportGood IT skills (all MS Office)Welcome ManagerYou'll be an essential part of the team, made up of approx. 30 staff and 150 volunteers. Reporting to the Property Operations Manager, you'll manage the team of 6 Welcome Assistants in welcoming visitors, ensuring a high standard of presentation across the site and doing all they can to make a visit to Ormesby Hall a wonderful experience. Ormesby Hall is a homely Grade 1 listed mansion set in 280 acres of farm and parkland. All essential training will be provided for the role, including skills in selling membership and growing support for the National Trust.You’ll have overall responsibility for the team, and their safety and working practices, working closely with the 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 good 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.You'll also part of the duty manager rota. Your duty manager tasks include opening and closing the site, briefing volunteers, trouble shooting and ensuring the smooth running of the property. You'll work an average 2 duty manager shifts per week. 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. Closing Date: 3rd November 2024 Interview Date: 8th November 2024To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.If you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at recruitmentenquiriesnationaltrust.org.ukIf you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at adjustmentsnationaltrustjobs.org.uk and we'll support you as best as we can. For examples of how, please see our supporting you page.Equal Opportunities Statement The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here. Safeguarding Statement The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early. 156474IRC156474MiddlesbroughFixed Term p/t (30 hrs pw to 24/12/25)Ends: Nov 3rd We have an exciting opportunity to lead a small team of welcome staff and volunteers.As Welcome Manager, you'll head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. As the most senior Welcome Team person on site, you'll lead and empower your team to respond to customer enquiries and site issues. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.You'll be required to work some weekends and evenings.Ormesby Hall, Ormesby, Middlesbrough, TS7 9ASCompliance.Eligibility to Work in the UK19,094 pa