National Trust Looking for Welcome Manager at Croyde , Devon Full Time

Summary

As a Welcome Manager, you will lead a team of Welcome & Service Assistant’s and volunteers at our coastal car parks across North Devon. You’ll be a role model for how it should be done, and you’ll support the team to ensure everyone plays their part in a warm and welcoming team culture, resulting in a property welcome like no other to our sites.

Working across the coast and countryside sites across North Devon you will support visitor management in our car parks at peak times, leading the team to deliver great visitor engagement, upholding our high presentation standards, and working towards achieving financial budgets including membership recruitment targets.

As the most senior person on site, you will 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.

The role will include some weekend working, with an emphasis on school holidays and bank holidays.

The car parks included in this role are Baggy Point (Croyde), Heddon Valley, Lorna Doone Valley (Exmoor), Woolacombe Down and will include Marine Drive (Woolacombe) as of March 2025. This role will work across all of these sites. The main office is at Baggy Point with other offices at Heddon Valley, Lorna Doone and Arlington Court.

A driving license is essential for this role.

Interviews: Monday 15th July (provisional)

If you would like to discuss this role further, please contact .uk

What it’s like to work here

From surfing beaches and spectacular cliffs to the dramatic views and wilds of Exmoor – our North Devon portfolio has it all! With inspiring valleys, sandy beaches, towering cliffs, woodlands and moorland, North Devon was a favourite landscape of the Romantic Poets. It provides all visitors with a huge opportunity to enjoy the outdoors with walks of all shapes and sizes and if you love the outdoors, you’ll love being part of our team who promote our cause and the importance of preserving these special places for our future generations.

For more information about our property please visit days-out/regionsouthwest/devon

What you’ll be doing

Every day is different but the one thing that remains the same is the desire to provide outstanding service at every opportunity. As a role model for what outstanding service looks like, you will lead the Visitor Welcome team across multiple sites, ensuring we are welcoming our visitors and tailoring your service to meet their every need.

As someone who is experienced in customer service, you’ll deal with any difficult situations with professionalism, make good decisions and resolve problems or concerns. You’ll support, encourage and identify ways to get the best from the team and work with the Experience & Visitor Programming Manager to set positive and challenging objectives. You will have responsibility for the day-to-day operation and presentation of the welcome areas.

Working across the North Devon coast and countryside, you’ll lead for outstanding customer service and efficiency to ensure that every visitor is well looked after; service and presentation standards remain high; managing budgets and monitoring targets and statistics to ensure you’re always on top of your game. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their visit.

You’ll use your strong communication skills to make sure everyone within your team knows what’s happening when, keeping that close link between your team and the rest of the portfolio, so others know how they can help you too. Where necessary, you’ll support wider programming opportunities and activities, ensuring those quality conversations continue right throughout the visitor journey. 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 will be applying your high level of competence to deal with service recovery without senior support being on site. 

Who we’re looking for

• Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment

• Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service

• Excellent organisational skills

• Confident leader, adaptable and responsive under pressure

• Ability to initiate service recovery without senior support

• Good IT skills (all MS Office)

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)

•Tax-free childcare scheme

•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.