Welcome Manager - Holt Summary INTERNAL APPLICANTS ONLY PLEASE We have an exciting opportunity to lead a small team of welcome staff and volunteers at Morston Quay. As Welcome Manager, you will head up the staff & volunteer team, to welcome our visitors and help them enjoy their visit. As the most senior person on site, you'll 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 risk management. What it's like to work here You’ll have overall responsibility for the team of up to five Welcome & Service Assistants and volunteers and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer. Morston Quay, part of the Norfolk Coast and Broads portfolio, is a very busy site as it is a gateway to the seals on Blakeney Point. Many visitors arrive to enjoy a boat trip supplied by local stakeholders and others use the area for walking and bird watching. What you'll be doing 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. 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. The team is heavily involved with parking our visitors correctly and making sure they have all the information they need to have a great day out. Growing support is key to this site and working closely with the local community. You'll also be responsible for the income and compliance for the boat park on site. Who we're looking for To deliver this role successfully, you'll need: 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.