Summary

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.

Please note this vacancy will require weekend work, most weekends.

What it's like to work here

Avebury is a complex, and very special place. It is a World Heritage Site covering more than 6,000 years of history. At its heart, is Europe's largest megalithic stone circle which attracts people from all over the world. There is also an on-site museum displaying archaeological finds and explaining the history of the site, a sixteenth-century manor house and a six-acre Edwardian garden, a National Trust shop, the Circles Restaurant, plus a holiday cottage, a variety of tenanted properties, and farms set in and around the village itself. All this within a designated World Heritage Site!

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

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