At a Glance
- Tasks: Lead a team to create an unforgettable visitor experience at Southwark Cathedral.
- Company: Join the vibrant Southwark Cathedral, a historic and inclusive community.
- Benefits: Gain valuable leadership experience and contribute to a welcoming environment.
- Other info: Be part of a diverse team in a dynamic cultural setting.
- Why this job: Make a real impact by enhancing visitor engagement and supporting a rich heritage.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
As Welcome Team Leader you will work as part of the Engagement team, leading a team of Welcome Hosts to provide a warm welcome and overall excellent visitor experience at Southwark Cathedral. Acting as a central point of contact, you will lead, support and develop the Welcome Team to deliver a friendly and engaging visit and ensure a high standard of customer service. You will work closely with the Head of Engagement to support the development of the Welcome Team through training and support, organise rotas and ensure adequate cover of all positions, and support the overall goal to increase visitor numbers, donations and visitor engagement.
Responsibilities
- Act as main point of contact with Welcome Team acting for daily visitor engagement operations, liaising with other onsite teams, including Vergers, Retail, Property and Enterprise;
- Line manage the paid Welcome Team, ensuring a high standard of welcome and visitor service is provided;
- Carry out regular walk rounds of the site to support Welcome Team members, collaborate and provide feedback and ensure standards are consistently met;
- Cover Welcome Team positions as and when required, providing a welcoming, friendly and engaging visitor experience to all visitors to the Cathedral;
- Organise monthly rotas for the Welcome Team to ensure all days are adequately staffed, managing annual leave, sickness and overtime requests;
- Work alongside the Head of Engagement to develop and maintain training sessions and ensure mandatory training is up to date;
- Attend weekly Cathedral Diary meetings and manage daily service sheets and promotional materials;
- Handle complaints procedure and any difficult customers;
- Manage the recording of daily visitor numbers and donation figures;
- Take the lead on card payments for on the day ticket sales for public and group tours, and other engagement events;
- Attend the Health and Safety Committee and ensure the Welcome Team are confident and compliant with all health, safety, security and safeguarding policies and procedures;
- Take an active role in providing visitors with information about the Cathedral and its history, upcoming events, donation points, services and more;
- Communicate with pre-booked and un-booked tour groups requiring access to the Cathedral;
- Refer any visitor in need of pastoral care to the Day Chaplain or clergy;
- Encourage visitors to donate to the Cathedral through the various platforms available in the Cathedral and online and to encourage those making a donation to Gift Aid it should they be eligible to do so;
- Direct visitors to the Cathedral Shop and Cafe encouraging secondary spend;
- Promote the sale of information products such as the Visitor Map and Guidebook.
Key Attributes
- Customer focused, passionate about excellent engagement and welcome;
- A skilled and engaging communicator;
- Committed to continuous organisation improvement and the ability to act as an agent of change, with an understanding of and enthusiasm for the Cathedral's overall vision and values, and sympathy with the Christian faith.
Southwark Cathedral has been a place of Christian worship for over 1400 years. Now it stands on the vibrant and exciting regenerated south bank of the Thames surrounded by cultural venues such as Tate Modern, Shakespeare's Globe and Borough Market, the offices of major companies as well as schools and diverse residential communities. It is an inclusive Christian community that offers a welcome to all. The Cathedral's mission, ministry and musical tradition are core to its life as a Cathedral and a parish church serving the community. It also relies on the valuable financial contribution made by its income generating activities such as its shop, cafe, conference rooms, corporate events and concerts. It is a very busy place, attracting 290,000 visitors a year to the Cathedral, its churchyard and medieval herb garden. The Cathedral relies on a small but dedicated team to be inclusive and welcoming to all.
Southwark Cathedral is committed to being an Equal Opportunities Employer. We believe in promoting and building a diverse and inclusive team, workplace, culture and governance structures that are welcoming to and respectful of all. We welcome applications from all suitably qualified people whatever their ethnicity, background, age, disability, long term condition, sexual orientation, gender identity, or any other characteristic protected by law. Southwark Cathedral is committed to a culture of safeguarding, especially for children, young people, and vulnerable adults. The Cathedral has adopted the Church of England policy statement Promoting a Safer Church (2017); Safeguarding Learning and Development (2024) and the Safer Recruitment and People Management Guidance (2021). Every member of our team is recruited according to these policies and is required to complete safeguarding training. Appointment to this role is subject to satisfactory references and the right to work in the UK.
Welcome Team Leader in City of Westminster employer: Southwark Cathedral
Southwark Cathedral is an exceptional employer, offering a vibrant work environment in the heart of London, surrounded by cultural landmarks. As a Welcome Team Leader, you will not only lead a dedicated team but also play a vital role in enhancing visitor experiences while benefiting from ongoing training and development opportunities. The Cathedral fosters an inclusive culture that values diversity and promotes personal growth, making it a rewarding place to work for those passionate about community engagement and heritage.
StudySmarter Expert Advice🤫
We think this is how you could land Welcome Team Leader in City of Westminster
✨Tip Number 1
Get to know the Cathedral! Familiarise yourself with its history, events, and visitor engagement strategies. This will not only help you stand out in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Connect with current or former staff members on LinkedIn or at local events. They can provide insider tips and might even put in a good word for you!
✨Tip Number 3
Practice your communication skills! As a Welcome Team Leader, you'll need to engage with visitors and manage a team. Role-play common scenarios with friends to boost your confidence.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at Southwark Cathedral.
We think you need these skills to ace Welcome Team Leader in City of Westminster
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service and visitor engagement shine through. We want to see how much you care about creating a warm and welcoming atmosphere at Southwark Cathedral!
Tailor Your Experience:Make sure to highlight any relevant experience you have in managing teams or working in visitor attractions. We love seeing how your background aligns with the role of Welcome Team Leader, so don’t hold back!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. Use bullet points if it helps to organise your thoughts!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure we receive all your details correctly and can get back to you as soon as possible!
How to prepare for a job interview at Southwark Cathedral
✨Know the Cathedral Inside Out
Before your interview, make sure you research Southwark Cathedral thoroughly. Familiarise yourself with its history, mission, and the various services it offers. This will not only show your genuine interest but also help you answer questions about how you can enhance visitor engagement.
✨Showcase Your Leadership Skills
As a Welcome Team Leader, you'll be managing a team. Prepare examples of how you've successfully led teams in the past, focusing on training, support, and conflict resolution. Be ready to discuss how you would handle specific scenarios, like dealing with difficult customers or managing staff rotas.
✨Emphasise Customer Service Excellence
Customer service is at the heart of this role. Think of times when you've gone above and beyond for a customer or visitor. Be prepared to share these stories during your interview, highlighting your passion for creating a welcoming atmosphere and ensuring a positive experience for all visitors.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the Welcome Team's current challenges, training opportunities, and how success is measured in this role. This shows that you're not just interested in the position, but also in contributing to the team's growth and success.
