Welcome & Service Manager

We have an exciting opportunity to lead the Welcome team across the Attingham Estate.

You'll head up the staff & volunteer team of 13 members of staff and a team of 40+ volunteers. You'll be responsible for delivering the ‘Growing Support’ strategy and associated targets for the portfolio to engage with our visitors in supporting our charitable cause. This includes membership sales targets and donations to help fund essential conservation work to look after our special places, for ever, for everyone. 

You'll be required to work regular weekends and bank holidays.

Internally you will be known as a Welcome Manager.

This role is required to work with vulnerable groups including children and any offer of employment or volunteering is subject to a satisfactory enhanced DBS check.

Reporting to the Visitor Experience and Operations Manager your main place of work will be Attingham Park, however you and your team support regularly with the opening and closing of all areas of the portfolio including Sunnycroft, Cronkhill and Town Walls Tower.  

The Estate is one of the most visited National Trust sites in the country and we have a wide-ranging offer for visitors to enjoy all year round. Our passion is ensuring that everyone is welcome and that an enjoyable experience is had by everyone that comes to our sites. Attingham is much loved by our visitors and our core purpose is to engage visitors with our core purpose of conservation of heritage and the natural environment for future generations to enjoy. Your job is to ensure that visitors have a fantastic experience and want to visit us again and again.  

You’ll have overall responsibility for the staff and volunteer teams at Visitor Welcome and the Grooms Second Hand Bookshop ensuring that service standards are always high and that the teams are engaged with providing high service standards every day. 

You'll have responsibility for the day-to-day operation of our welcome areas and the bookshop, and you will deliver the highest standards of service and visitor experience, using good judgement and decision making. You'll be part of the property leadership team, and you will be work with other heads of department to deliver the functioning and coordination of the visitor operation. You'll be applying your organisational and leadership skills to deliver our strategy through a large team. 

You'll also join the rota for duty management responsibilities throughout the year where you will act as the key point of contact for all visitor enquiries and operational challenges across the site. This could be coordinating carparking on a busy weekend, responding to a First Aid incident on the Mile Walk or answering visitor enquiries via telephone, email or social media. 

• confidence and the ability to adapt quickly in a busy visitor service environment
• excellent organisation and communication skills
• the ability to demonstrate and inspire others to deliver outstanding customer service
• a keen eye for detail and the ability to work at pace
• excellent organisational skills
• the drive to deliver operational growing support targets
• good IT and supporting applications skills

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.