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Welcome Manager - Derby

Employer
The National Trust
Location
Derby, Derbyshire
Salary
27,300 pa
Closing date
29 Sep 2022
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Job Details

Welcome Manager - Derby

Summary

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 location

What 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 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.

  • 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.

Company

The National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone for ever.

The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world.

Its achievements have enabled the general public and the Trust’s members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement.

The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

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