Summary

We have an exciting opportunity to supervise a small team of welcome staff and volunteers at property. As Assistant Welcome Manager, you will head up the staff & volunteer team, on nominated days including weekends and bank holidays, to welcome our visitors and help them enjoy their visit. As a 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.

Hours: 998hrs per year. 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. 

Working pattern: you will be working approximately 3-4 days per week, including some weekend work.

Duration: permanent contract.

What it's like to work here

Change is taking place at Petworth House and Park and the team are looking for innovative people to join them. The team is currently working to update the property’s visitor offering and highlight its internationally-renowned collection of pictures and sculpture as well as its Capability Brown designed historic park and pleasure grounds. If you have lots of ideas, energy and ambition, then Petworth House could be the place for you.

Click here for more information about this location

What you'll be doing

You’ll have responsibility for supervising the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager and Senior Welcome 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

Click here to find out more about the benefits we offer to support you.