We have an exciting opportunity to lead a team of welcome staff and volunteers at property. As Welcome Manager, you'll head up the staff & volunteer team, to welcome our visitors and help them enjoy their visit.  

You'll also take on the duty management responsibilities on a rotational basis, serving as the site lead during these times, which brings a level of responsibility on property. Working as part of the Duty Manager team and overall site lead on a rotational basis, 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.  

This is a fixed term contract due to end when the postholder returns to the role.  At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

Please include a cover letter with your application.

Mottisfont is open 363 days of the year with busy periods in school holidays and June for our infamous rose season. Regular weekend work will be expected.  

As the Welcome Manager, you'll be joining a vibrant and energetic team, in a role where no two days are the same. Situated in a property with eight centuries of history and transformation, world famous rose garden, ancient trees, rolling lawns and world renown fresh water chalk streams you'll play a pivotal part in ensuring that every visitor has an exceptional experience. 

The team is highly collaborative, passionate about making each guest's visit memorable, and thrives on the variety and energy that comes with working in a face-paced environment. You'll be a key point of contact for the team, overseeing daily operations and guiding the team to success. 

In this role, you'll report to the Visitor Operations Manager. You'll be an integral part of the operational leadership team, with responsibility for ensuring smooth operations, managing a range of visitor services, and overseeing the team’s performance.   

First impressions count and being responsible for the welcome of all our visitors is a rewarding and valuable role.  

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Operations Manager to maximise recruitment and visitor volume.  

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 good 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 day. You will also ensure we strive to become more accessible and presentation standards are high, whilst supporting the team to generate our budgeted revenue through our membership qualities amongst others. 

Working here means being part of a friendly, close-knit team where everyone is eager to do a good job, with the visitor experience always at the heart of what we do. Recruiting and managing volunteers will also be a big part of your role so If you're someone who thrives in a lively, fast-paced environment and enjoys leading a team to deliver excellence, you'll feel right at home here. 

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 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 

• 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.