Welcome Manager - DerbySummary
We have an exciting opportunity to lead a small team of welcome staff and volunteers at property.
As Welcome Manager, you'll 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'll 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.
*INTERNAL APPLICANTS ONLY*What it's like to work here
Kedleston Hall is a Neo-classical show palace, a celebration of art, design and culture surrounded by 8000 acres of spectacular parkland. Welcoming over 215,000 visitors per year, it’s a green oasis and a cultural hub just four miles from Derby. Exciting times lie ahead as we welcome growing numbers of visitors, and work to deliver new experiences and infrastructure that ensure everyone is welcome. We’re an energetic and ambitious team working in a fast-paced environment, committed to inclusion and wellbeing.
Click here for more information about this locationWhat you'll be doing
Reporting to the Visitor Operations & Experience Manager, you'll be leading a vibrant and welcoming team of 8 through an exciting period of visitor growth at Kedleston. Alongside having overall responsibility for the team, their safety and working practices, you'll also work to develop the site offer.
You'll 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'll be applying your high level of competence to deal with service recovery without senior support being on site. You'll engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.Who we're looking for
You'll need to have the following experience:
- 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 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.
- 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.