Summary We have an exciting opportunity to join our welcome team at Wray as a Welcome Manager. Working alongside another Welcome Manager you'll lead a team of 10 Welcome and Service Assistants. Together 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 experienced in managing people, delivering outstanding customer service and leading membership recruitment and fundraising. Contract duration: Fixed term contract until 31-Dec-2025 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. You'll work 1170 hours over the duration of your contract. On average, you'll work 3 days per week but again, this will be flexible depending on operational demand. As the site is open year-round to visitors, you'll be required to work at least one weekend day a week. As we develop our offer, there may also be an ask to cover outside of usual working hours for events or programming. As a key part of your role is welcoming visitors, it is essential that you work during busy times such as school holidays and bank holidays throughout the year. If you have any queries about the role, please contact .uk We’re currently undertaking our pay review process and it is likely that this salary will be increased from 1st April 2025. What it's like to work here With the Castle now undergoing a series of renovations, our welcome team will be based outside with all their duties undertaken outdoors. With your help, we'll be developing experiences for our visitors outdoors while the castle is closed for renovation work. This past year we have been developing a project to improve the Castle and create a Beatrix Potter exhibition venue with the long-term hope of displaying her original watercolours. This is an exciting period of change at Wray, and we want to find someone who will share the same enthusiasm we have for this project. The impact this project has on our day-to-day may change throughout your time here, so a willingness to be flexible and adapt to what the site needs will also be important. What you'll be doing You’ll have co-responsibility for the team, and their safety and working practices. You'll report into and work closely with the Senior Welcome 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. As part of the duty management team, you'll be on a rota with other managers to be the property lead in case of an emergency. Alongside your normal role, 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. 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 to be naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service excellent organisational skills to be a confident leader, adaptable and responsive under pressure the 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.