Summary

We’re looking for someone to manage our welcome operation at the Back to Backs and Clent Hills – we strongly believe that a welcome should not be any different whether based in a building or a car park and we want your help to embed excellent service standards with our team working in our reception spaces.

You'll be in charge of staff and volunteers to orientate our visitors, provide help and assistance during their visit, talk about the benefits of membership for the member and the organisation and ensure the team are confident and capable to deal with all aspects of their role. 

What it's like to work here

Join a team who are passionate about Birmingham’s complex tapestry of stories, woven into the landscape – into the city’s brickwork, its streets and canals, and its green spaces. We share the experiences of the working people who called this place home. Our visitors are enriched by these experiences, whether they are learning about life in the last of the city’s 30,000 back-to-back courts, delving into our city’s history at Roundhouse Birmingham, or discovering the natural beauty and diversity of the Clent Hills and our city’s green spaces. We champion each other’s wellbeing and we’ll make sure you are connected to the National Trust’s network of support, along with personal and professional development opportunities. We have an excellent Employee Assistance Programme and a generous pension scheme.

What you'll be doing

You'll be delivering training sessions for staff and volunteers to build confidence and capability in their roles – providing excellent customer service or dealing with difficult situations. You'll be responsible for rostering and organising frontline cover, and will be the first port of call in filling any shortcomings on the rota. You'll also be part of the portfolio Duty Management rota, taking on responsibility for a whole day’s operation across site. 

You'll be involved in volunteer recruitment for the portfolio and also involved in some community engagement – you may set up a stand in the local area and talk about and sell membership. 

There will also be admin tasks for you to complete; you’ll have oversight of your department’s compliance needs, you’ll be responsible for cash handling procedures and you’ll have involvement with the volunteer rotas alongside the Collections and House Officer. 

Who we're looking for

You'll need to have the following skills and experience:  

• Effective time management 
• Excellent communicator – both written and verbal 
• Exceptional customer service skills 
• Organised and efficient - able to work with own initiative 
• Experience in people management  
• Creative problem solver
• Skilled listener with good people skills

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.