Welcome Manager

Summary

This is an exciting opportunity for an experienced people manager who can combine operational excellence with strategic thinking. You'll lead visitor-facing teams, support membership, fundraising growth and champion accessibility.

Working closely with the Visitor Operations Manager, you'll help shape and deliver plans that support Lanhydrock's ambitions while maintaining the highest standards across the visitor offer.

Salary: £23,787.60 pro rata (FTE £29,765 per annum)

Contract: Permanent

Hours / working pattern: Part-time - 30 hours per week.

• Work an average of four days per week, including roughly one in three weekends year-round.
• Be required to work during parts of the Christmas period if operationally required. Please note that Lanhydrock is closed on Christmas Day and Boxing Day.
• An average working day would be 09:30 - 17:00, although there is a degree of flexibility within this which can be discussed at interview

Interview: Monday 12th October at Lanhydrock.

Internally you will be known as 'Welcome Manager (Band 1)'

What it's like to work here

Lanhydrock comprises of a grade 1 listed mansion set within 25 acres of garden and surrounded by 910 acres of countryside.

The property welcomes around 200,000 visitors a year to the house and garden, with many more also visiting the parkland, countryside, river corridor and wider estate.

For more information about our property please visit lanhydrock

What you'll be doing

As a B1 Welcome Manager, you will:

• Lead and inspire a team of approximately 30 Welcome & Service Team Members, this will include line managing roughly a third of the team, supporting their development and performance.
• Share responsibility for managing and supporting a large and diverse volunteer team, across a number of roles.
• Drive growth in memberships and on-site fundraising through excellent visitor engagement and team leadership.
• Ensure consistently high standards of presentation and visitor service across the visitor route and wider property.
• Deputise for the Visitor Operations Manager as required and contribute towards strategic planning and decision-making for the property.
• Support the management of car park operations, including payment machines and parking compliance.
• Work collaboratively to deliver an outstanding visitor experience and achieve property objectives.
• Participate in a shared Day Leader rota, acting as the daily operational lead providing support, guidance and decision-making for the Welcome and Service Team across the property.
• Take responsibility for emergency procedures when acting as Day Leader, including supporting the Duty Manager when required.
• Carry out financial procedures including cash handling, reconciliation, banking and associated back-office administration tasks.
• Ensure operational procedures, compliance requirements and property standards are consistently met.

Who we're looking for

We'd love to hear from you if you're:

• experienced in visitor services, tourism, heritage or similar situations
• naturally curious about people, and motivated to give the highest standards of service
• highly organised
• a confident leader
• adept at managing financial performance
• up for a challenge, adaptable and responsive under pressure

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.

•Substantial pension scheme of up to 10% basic salary

•Free entry to National Trust places for you, a guest and your children (under 18)

•Rental deposit loan scheme

•Season ticket loan

•EV car lease scheme (for roles that meet the salary criteria)

•Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts

•Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

•Flexible working whenever possible

•Employee assistance programme

•Free parking at most Trust places

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