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For Companies At a Glance
- Tasks: Lead a team to ensure every visitor feels welcome and has an exceptional experience.
- Company: Join the National Trust at Ham House, a stunning 17th-century country home by the Thames.
- Benefits: Enjoy flexible working, substantial pension, free entry to National Trust sites, and various discounts.
- Why this job: Be part of a diverse team creating memorable experiences in a beautiful setting.
- Qualifications: Experience in people management, customer service, and effective communication is essential.
- Other info: Opportunity for personal growth and to make a positive impact on visitor experiences.
The predicted salary is between 23868 - 28509 £ per year.
As of February 2025, the Welcome & Service team at Ham House and Garden is working out of a brand-new Visitor Reception structure – designed based on feedback from staff, volunteers, and visitors – and we are looking for a Welcome Manager to join us. In this role, you will be leading the team to ensure everyone feels welcome at Ham, you will create an exceptional service culture with your colleagues across site, you will be championing Growing Support targets, and help deliver the day to day operations of the visitor experience.
Salary range: Circa £23,868 to £28,509 + Outer London Allowance depending on knowledge, skills and experience.
What it’s like to work here
Ham House and Garden is situated on the banks of the River Thames. This 17th century country home has a varied visitor experience, including outdoor events, workshops, outdoor theatre, guided tours, exhibitions to engage our audiences with our collection and family-friendly activities through the seasons.
Reporting to the Visitor Operations & Experience Manager, you’ll be working alongside the Communications & Marketing Officer, Programming & Partnerships Officer, and Volunteering & Community Officer. You will be line managing six Welcome & Service assistants and a small group of volunteers.
What you’ll be doing
Responsible for leading a team of Welcome & Service Assistants and a group of dedicated Volunteers; you’ll make sure every visitor who comes to Ham House has a great experience by leading for exceptional service across the portfolio.
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 regularly be the duty manager for the site with specific responsibilities including safeguarding, cash & till procedure, fire, security and evacuation. You’ll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiry or complaint.
Who we’re looking for
We’d love to hear from you if you’re:
- Experienced in people management and inspiring leadership
- Naturally curious about people and empathetic
- Dedicated to providing excellent customer service
- Flexible & responsive – able to adapt your plans and style to different situations
- Experienced in promoting commercial or charitable products or services and able to identify business development opportunities
- Able to effectively communicate on all levels
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
- 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
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Welcome Manager employer: National Trust
Contact Detail:
National Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Welcome Manager
✨Tip Number 1
Familiarize yourself with the National Trust's values and mission. Understanding their commitment to inclusivity and community engagement will help you align your approach to visitor service and team leadership.
✨Tip Number 2
Highlight your experience in people management during the interview. Be ready to share specific examples of how you've inspired and led teams to deliver exceptional customer service in previous roles.
✨Tip Number 3
Demonstrate your adaptability by discussing situations where you've successfully adjusted your communication style or service approach based on different visitor needs or team dynamics.
✨Tip Number 4
Prepare to discuss your ideas for promoting commercial or charitable products. Think about how you can identify business development opportunities that enhance the visitor experience at Ham House.
We think you need these skills to ace Welcome Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Welcome Manager position. Understand the key responsibilities and the skills required, such as people management and customer service excellence.
Tailor Your CV: Customize your CV to highlight relevant experience in leadership, customer service, and any previous roles that involved managing teams or enhancing visitor experiences. Use specific examples to demonstrate your skills.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for providing exceptional service and your understanding of the National Trust's values. Mention how your experience aligns with the role and why you want to work at Ham House and Garden.
Showcase Your Communication Skills: In both your CV and cover letter, emphasize your ability to communicate effectively at all levels. Provide examples of how you've successfully managed inquiries or complaints in past roles.
How to prepare for a job interview at National Trust
✨Show Your Leadership Skills
As a Welcome Manager, you'll be leading a team. Be prepared to discuss your previous experiences in people management and how you've inspired your team to deliver exceptional service.
✨Demonstrate Empathy and Curiosity
The role requires a natural curiosity about people. Share examples of how you've connected with visitors or team members in the past, showcasing your empathetic approach to customer service.
✨Highlight Flexibility and Adaptability
In this position, you’ll need to adapt to various situations. Prepare to discuss times when you've successfully adjusted your plans or communication style to meet the needs of different audiences.
✨Understand the Visitor Experience
Familiarize yourself with Ham House and Garden's offerings. Be ready to talk about how you would enhance the visitor experience and align with the National Trust's guidelines and policies.
