Welcome Manager

We have an exciting opportunity to lead a team of 10 welcome staff and 50 volunteers at Upton House and Gardens and Canons Ashby. As Welcome Manager, you'll head up the staff & volunteer team, and as weekends and bank holidays are our busiest time this in when we’ll need your leadership skills the most, to welcome our visitors and help them enjoy their visit.
This role is based on annualised hours, where the number of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year. You'll work 1950 hours per year, which on average is 37.5 hours per week. What it's like to work here Reporting to the Visitor Experience and Operations Manager and working across Upton and Canons, no two days, nor places are the same but what they do have in common are a warm and friendly team of passionate people.
You’ll be part of a mixed team of staff and volunteers working within the Visitor Experience department. This is a public facing role which can be both challenging and rewarding. Training on our customer policies and expectations will be provided.
Upton House and Canons Ashby welcome over 180,000 visitors a year, a normal busy day could be between 1,000-1,200 visitors, so if you're looking for non-stop action and multi-tasking then visitor welcome is the place for you.
Some of our large events throughout the year include Easter, Summer theatre and Jazz evenings, and Christmas. However, we are also a popular local property and welcome many regular visitors who come for coffee and a walk whatever the weather.
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'll have responsibility for the day to day operation of the welcome areas and ensure the delivery of the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies. Using your creativity and communication skills, you'll 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 as department manager and will be included on a rota for duty management at each site where you'll be
responsible on the day for the smooth running of the property during opening hours, acting as the main contact point for staff, volunteers, and customers in case of emergency, enquiry or complaint. In this role the usual commitment is 3 days per month. Engaging with all our visitors, you'll inspire support through membership, and help visitors to enjoy their day. Make no mistake, we have big ambitions, and you'll be an essential part of those.Who we're looking for To deliver this role successfully, you'll need:
Good practical experience in visitor business,in tourist, heritage or relevant visitor services environmentNaturally curious about people, and with a passion for and experience of delivering the highest standards of customer service Excellent organisational skillsConfident leader, adaptable and responsive under pressureAbility to initiate service recovery without senior supportThe packageThe 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.Substantial pension scheme of up to 10% basic salaryFree entry to National Trust places for you, a guest and your children (under 18)Tax-free childcare schemeSeason ticket loanPerks at work discounts such as gym memberships, shopping discount codes, cinema discountsHoliday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. National Trust placeUpton House, Edge Hill, Banbury, OX15 6HTDocumentsWelcome Manager - Grade 9.pdf RequirementsCompliance.Eligibility to Work in the UKAdditional informationClosing Date: 5th May 2024Interview Date: 8th/9th May 2024To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.For some of our roles at some locations, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you an insight into the role. For these roles and locations you’ll only need to complete an assessment for a particular role type once in any six month period.For other roles apply using a C.V. / cover letter or complete the online application form. Shortlisting is carried out objectively by assessing the information you provide against the requirements of the job as set out in the vacancy details on our website. If you are shortlisted, you will be contacted and invited to attend an interview.If you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at ##### you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at ##### and we'll support you as best as we can. For examples of how, please see our supporting you
page.Equal Opportunities StatementThe National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here .Safeguarding StatementThe National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.
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