Working within a bustling atmosphere as part of a passionate team, this role as a Welcome & Service Assistant plays a core part in providing fantastic customer service. As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.
Salary: £11.64 an hour
Duration: Fixed Term Contract until 2nd November 2025
Hours: Zero hours contract. This role is an hourly paid, fixed term role. Wherever possible we aim to offer a consistent working pattern, but we’re looking for flexibility as it may be necessary for us to alter this pattern from time to time to suit the needs of the business. We’d give you as much notice of this as possible.
We will discuss your availability before potential interview. We are open Wednesday-Sunday, and bank holiday Mondays so regular weekend working will be required.
Interview date: Friday 31st January and Saturday 1st February 2025
Start date: Saturday 1st March 2025
For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.
What it's like to work here
Reporting to the Welcome Manager, you’ll be part of a team of 5 Welcome & Service Assistants and alongside our great volunteer team, help deliver exceptional service to our visitors and ensure they enjoy their day.
You’ll help grow support for our property and the wider organisation. You'll be focussed on great service, growing supporter loyalty and looking after our thousands of supporters who come to enjoy all Coughton has to offer.
Coughton Court is one of England's finest Tudor houses and has been home to the Throckmorton family for 600 years. Coughton has fine collections of furniture, family portraits and Catholic memorabilia which help us share the story of 'One House, One Family, One Faith - a family's struggle to remain true to its faith'. The house is set in award-winning gardens including the spectacular Walled Garden and orchards. Coughton has been undergoing a large-scale conservation project for the last 17 months and welcoming visitors throughout. This year we will be welcoming visitors to experience ‘Coughton Uncovered’ and the finished project.
What you'll be doing
As the largest conservation charity in Europe we work hard to raise funds, so that we can continue to care for all the heritage in our trust. Visitors are a vital part of what we do, so you’ll be responsible for ensuring that you provide an excellent service to all our visitors, every day.
As a Welcome & Service Assistant, you'll be the first face our visitors see and it’s your role to ensure that the welcome our visitors receive is perfect, setting them up for an amazing experience for the rest of their day and ensuring they get the most out of it. This could include recommending walks, discussing membership options, helping promote our upcoming events and providing services such as mobility vehicles for the less mobile.
You'll answer queries and make sure visitors can find everything they need for their visit. Understanding how and why we engage our supporters is key. You’ll work with the visitor welcome team to link everything we do back to our cause and the ongoing work we do, especially our current wide-scale conservation project to conserve the roof, windows and façade of the building. You’ll be confident sharing Coughton’s stories and the value and importance of being a member of the National Trust and all the benefits this provides.
You’ll inspire our visitors with our cause and purpose by being an advocate for the great value and benefits of National Trust membership and feel confident talking to visitors about this. As a team, you’ll be vital in the delivery of our fundraising targets including membership and pin badges.
You'll deliver excellent standards of presentation at the property by carrying out regular presentation checks around site, which will involve cleaning the toilets, litter-picking, and checking our signage. You’ll also ensure all our communications with our visitors are clear and consistent from the arrival at the driveway to the posters and signs around the property.
Great visitor experiences are in our nature, and we believe everyone should feel welcomed, appreciated and more engaged because of the excellent service you provide. This role would suit anyone with an enthusiasm for delivering great customer service.
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 are:
Customer focused with an understanding of the importance of great service
A team player, but also can work on your own initiative
Well organised and adaptable
Willing to learn new skills
Have a positive attitude