Ham House and Garden, in Richmond, is looking for a Welcome Manager to join our Visitor Operations team. This is a varied operational role where you'll help manage the day-to-day operations of the historic house, support and develop a dedicated team of volunteers, and undertake House Leading and Duty Manager responsibilities across the property.
Please submit a cover letter with your application.
What it's like to work here:The advertised salary is inclusive of an Outer London weighting allowance of £3,315 per annum (prorated if you're part-time)
The 17th century treasure, Ham House, is situated on the banks of the Thames, a stroll along the river from Richmond station. Boasting an internationally significant collection, exquisite gardens, orangery café and meadow nearby, it is no surprise this it is the most visited pay for entry site for the Trust in London. An increasing awareness of our current and new audiences and their needs will be shaping the direction at Ham, as we look to grow our reach to new audiences, communities and partners. No two days are the same, making this an exciting opportunity for someone who enjoys balancing people management and operational decision-making with delivering excellent visitor experiences.
What you'll be doing:As Welcome Manager you will work closely with colleagues from across the property, to ensure everyone feels welcome, staff and volunteer teams feel supported and valued, and our beautiful historic spaces are presented to the highest standard.
You'll manage the day-to-day house operations of the historic house, ensuring visitors enjoy a safe, engaging and memorable experience. You'll manage a team of house and visitor reception volunteers, providing recruitment, induction, coaching, support and regular feedback to help them thrive.
You'll deliver volunteer briefings and coordinate daily volunteer deployment, ensuring volunteers have everything they need to provide excellent visitor experiences.
Through your enthusiasm and collaborative team-work you'll champion high standards of customer care, promote National Trust membership and Growing Support, and help visitors connect with the importance of our conservation work.
You'll undertake Duty Manager responsibilities, on a rota basis, providing operational oversight, responding to incidents and supporting colleagues across the site.
You'll support rota planning, operational priorities and property events as required, and you will join a rolling rota where you’ll need to work one weekend in four, with potential extra weekends at busy periods.
Who we're looking forWe'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
- experienced in supervising people and volunteers
- adept at managing financial performance
- someone with a positive, can-do attitude who enjoys new challenges and can stay flexible, responsive and calm when priorities change.
The packageThe 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
- EV car lease scheme (for roles that meet the salary criteria)
- 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
Requirements :Compliance.Eligibility to Work in the UK
Permanent f/t (37.5 hrs pw)
