Summary

As the Castlefield Viaduct Volunteering and Community Involvement Officer, you’ll play a key part in our plans to bring this Grade II listed viaduct back into use, transforming it into a green oasis created by and for the benefit of local people. For several years, local people and organisations in the community have been passionate about finding a future for Castlefield viaduct. We’re excited to be working with them to try to make this a reality. 

The vision is to transform Castlefield viaduct into a free-to-access park and meeting place for people and nature. Imagine a hidden oasis sitting above this busy city. It will be a space that respects the listed structure, celebrates the nature, beauty and history of the viaduct, and fits in with existing plans for the city. 

To enable us to test ideas and get some feedback about the space, we plan to open the viaduct as a temporary park from June 2022 – July 2023. Working with Twelve Architects we have designed a light-touch, temporary Pilot scheme to invite members of the public up into the space safely to hear their views. As the Volunteer and Community Involvement Officer you will be responsible for great volunteering and community involvement at the viaduct and the creation of new offers and approaches.

Interview 1: 0900-1500 Fri 11 March 

Interview 2: 0900-1500 Fri 18 March

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

What it's like to work here

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will 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 person on site, you will 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 you'll be doing

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 will 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 sound 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 will be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

Who we're looking for

• 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.

Wherever you’re from, and whatever your background, we want to hear from you – and it doesn’t matter if you’re jam first, cream first, or even if you don’t like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:

• Flexible working whenever possible

• Free parking at most locations

• Free entry to our properties for you, a guest and your children (under 18)

• Substantial pension scheme of up to 10% basic salary