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- Tasks: Lead a team to ensure exceptional visitor experiences at Lacock Abbey.
- Company: Join the National Trust, dedicated to preserving heritage and creating inclusive communities.
- Benefits: Enjoy flexible working, substantial pension, free entry to Trust places, and various discounts.
- Why this job: Be part of a friendly team, contribute to memorable visits, and grow professionally.
- Qualifications: Experience in visitor services, strong leadership skills, and a passion for customer service required.
- Other info: Potential start date is ASAP; own transport may be needed.
The predicted salary is between 22794 - 28500 £ per year.
We have an exciting opportunity to lead a team of 9 welcome staff and volunteers at Lacock Abbey. As Welcome Manager, you will support the day-to-day operations of the visitor experience and lead your team to deliver exceptional customer service. You will be experienced in managing people, delivering outstanding customer service, and leading membership recruitment and fundraising.
Hours: Full time 37.5 hours per week
Salary: £26,793 per annum
Contract: Permanent
Interview date: 6th June 2025
Potential start date: ASAP
What it’s like to work here: You’ll be joining a friendly team in the Lacock and North Wiltshire portfolio (Lacock, The Courts Garden, Great Chalfield Manor and Garden, and Westwood Manor). This role will be based at Lacock Abbey and will report to the Property Operations Manager as part of the Visitor Experience team. As Welcome Manager, you’ll play a pivotal role in leading the Welcome team, who are focused on making sure each visitor has an enjoyable and memorable visit. Alongside the many benefits offered by the Trust, you’ll have the freedom to manage the team, as well as the opportunity to grow and develop professionally, making it a truly rewarding role.
Visitors flock to this quintessential village, 13th century abbey and museum dedicated to photographic pioneer William Henry Fox Talbot. You’ll be joining a team of 40 staff members and over 350 volunteers, working to deliver a lively and fun visitor experience. It’s likely you will need your own transport to get here; however, this is a great opportunity to join a welcoming team and contribute to an exciting programme of events.
What you’ll be doing: You’ll lead and manage our team of welcome and service assistants and volunteers. You’ll be responsible for making sure that day-to-day operations run smoothly in the all-important welcome area. You’ll inspire and care for your team, encouraging them to give the highest standards of service and to help grow our charitable income. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes. You’ll be using good judgement and decision making to lead from the front, in line with National Trust guidelines, values, and policies. You’ll have responsibility for the day-to-day operation of the welcome area and car park to ensure the delivery of the highest standards of service and visitor experience. Your specific responsibilities include growing support and service targets, cash and tills, fire, security, and evacuation. As part of the Assistant Leadership team, you will strive for excellence in customer service, presentation standards, and communication across departments.
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
- 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
Welcome Manager (Band 1) employer: The National Trust For Places of Historic Interest or Natural Beauty
Contact Detail:
The National Trust For Places of Historic Interest or Natural Beauty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Welcome Manager (Band 1)
✨Tip Number 1
Familiarise yourself with the National Trust's values and mission. Understanding their commitment to heritage and community will help you align your leadership style with their goals, making you a more attractive candidate.
✨Tip Number 2
Showcase your experience in managing teams and delivering exceptional customer service. Prepare specific examples of how you've inspired your team in previous roles, as this will demonstrate your capability to lead the Welcome team effectively.
✨Tip Number 3
Research Lacock Abbey and its visitor experience. Being knowledgeable about the site and its history will not only impress during interviews but also show your genuine interest in the role and the organisation.
✨Tip Number 4
Network with current or former employees of the National Trust. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial for your interview preparation.
We think you need these skills to ace Welcome Manager (Band 1)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements for the Welcome Manager position. Tailor your application to highlight your relevant experience in visitor services and team management.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in managing teams, delivering customer service, and any relevant achievements in fundraising or membership recruitment. Use bullet points for clarity and impact.
Write a Strong Cover Letter: In your cover letter, express your passion for visitor services and your motivation to lead a team at Lacock Abbey. Provide specific examples of how you've successfully managed teams and improved customer experiences in previous roles.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at The National Trust For Places of Historic Interest or Natural Beauty
✨Showcase Your Leadership Skills
As a Welcome Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences and how you've motivated teams in the past. Share specific examples of how you inspired your team to deliver exceptional customer service.
✨Demonstrate Customer Service Excellence
This role is all about providing an outstanding visitor experience. Think of instances where you've gone above and beyond for customers. Highlight your understanding of what makes great customer service and how you plan to implement that at Lacock Abbey.
✨Understand the Organisation's Values
Familiarise yourself with the National Trust's mission and values. During the interview, express how your personal values align with theirs. This shows that you're not just looking for a job, but that you're genuinely interested in contributing to their goals.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Prepare for scenarios related to managing visitor experiences or handling difficult situations. Think through your responses to demonstrate your judgement and ability to lead under pressure.
