Summary

We have an exciting opportunity to join one of the largest Welcome teams within the National Trust. As one of Stourhead's Welcome Managers, you will jointly manage the staff team in addition to a volunteer team to ensure our daily operation runs smoothly. Our team is responsible for welcoming hundred's of thousands of visitors every year and making each one feel welcome, and inspired to enjoy their time with us and support our cause. 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 it's like to work here

An 18th Century Palladian mansion with a world-famous landscape garden, its no surprise that Stourhead is one of our busiest and ‘best loved’ properties. It’s a centrepiece of the community and the high level of repeat regular visitors make it a hugely rewarding place to work. With a huge catering operation and sizeable retail outlet, the 50 strong team work closely with local partners and businesses. Whether you want to work indoors, outdoors, in the ice cream parlour or restaurant, there are opportunities for everyone at Stourhead.

For more information about our property please visit www.nationaltrust.org.uk/stourhead

What you'll be doing

You’ll have responsibility for a number of our staff team, and their safety and working practices, working closely with the Senior Welcome Manager, and peer Welcome Managers to develop the site offer.

You will have responsibility for the day-to-day operation of the welcome areas 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