Welcome & Service Team Member

We're looking for a Welcome and Service Team Member. In this role, you'll be at the forefront of creating exceptional visitor experiences, supporting the Welcome Manager to achieve membership recruitment targets and deliver outstanding service. As the first friendly face visitors meet, you'll greet guests warmly, share essential information about the property, and help them make the most of their day. Working in a dynamic, outdoor environment, your enthusiasm and approachable manner will ensure every visitor leaves with lasting memories-and wants to return.

Contract Duration: Fixed-term contract until 28th February 2027

Working Hours: The hours advertised for this role is reflective of 12 months, however the actual hours you'll be required to work is 600 hours across the term of the contract. The amount of hours you work each month may vary, however your salary will be paid in equal instalments.

Working Pattern: Your working pattern will vary in line with business needs, with a focus on weekends, school holidays and Bank Holidays. During Summer, shifts typically start at 9:30am and finish between 2:00pm and 4:15pm, with slightly shorter shifts in Winter. Flexibility is important as schedules may change, although we'll aim to provide as much notice as possible. During busy periods, you may be required to work up to five days per week.

What it's like to work here

Cragside, set in the stunning Northumberland countryside, is one of the most popular visitor attractions in the North East, welcoming around 250,000 visitors annually and open 363 days a year. Reporting to the Welcome Manager, you'll join a successful, high-performing team of 14 Welcome & Service Assistants, working closely with other staff and volunteers to care for Cragside and deliver exceptional experiences.

The Welcome Team operates predominantly outdoors in all weathers, in a fast-paced environment where visitor numbers fluctuate throughout the day and year. Busy days can see over 1,400 visitors, rising to more than 2,000 on peak occasions. Morning admissions are typically the busiest due to Cragside's long dwell times.

We value our people and offer ongoing training, mentoring, and development to support you in your role. Plus, the views from your "office" are spectacular!

What you'll be doing

You'll work in key visitor areas, setting the standard for exceptional customer service and membership recruitment. Using sound judgement and National Trust guidelines, you'll help the team meet commercial targets and deliver a seamless visitor experience.

Day to day, you'll deliver outstanding customer service. Working between two active car lanes of arriving visitors, you'll be on hand answering queries, listen to visitor needs, and share the right information to help them make the most of their visit.

Membership growth is central to what we do. You'll actively promote the benefits of National Trust membership and respond to visitor queries with professionalism and care. As a passionate ambassador for the Trust, you'll take pride in welcoming more people to enjoy and support our work. Every day will be varied, rewarding, and full of opportunities to make people smile.

Great visitor experiences are in our nature, and we believe everyone should feel welcomed, appreciated and more engaged because of the excellent service you provide. This role would suit anyone with enthusiasm for delivering great customer service.

You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role.

Who we're looking for

• Customer focused with an understanding of the importance of great service
• A team player, but also can work on your own initiative
• Well organised and adaptable
• Willing to learn new skills
• Have a positive attitude

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)
• 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.

National Trust place

Cragside, Rothbury, Northumberland, NE65 7PX

Documents

• Join the Cragside Team - 2026.pdf
• Welcome & Service Team Member - Career Level A2.pdf

Requirements

Compliance. Eligibility to Work in the UK

Additional information

Closing Date: 5th July 2026

Equal Opportunities Statement

The 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 Statement

The 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.