We’re looking for someone to join us as a Welcome Manager at Wicken Fen, leading our small but vital Welcome and Service team. You'll have a friendly smile, and natural empathy to ensure that all our visitors feel at home. You'll lead the team to realise some of our income goals - for Wicken Fen and the National Trust - through membership recruitment and fundraising.
You'll work 30 hours per week, including weekend and Bank Holiday working on a rota.
Internally you'll be known as a Welcome Manager (Band 2).
What it's like to work here:This internationally important wetland is one of the oldest National Trust properties, combining cutting edge conservation with a passion for connecting people with the nature of the Fen. Wicken welcomes over 65,000 visitors annually onto the ancient Fen, as well as engaging with many more exploring the wider landscape.
The wider team of staff and volunteers includes the countryside rangers, a team dedicated to programming and welcoming children and young people, a visitor experience officer and team running outdoor activities (boat trips and cycle hire) as well as people managing our facilities, and commercial colleagues (retail and food & beverage). You'll interact with everyone, with all the teams working hard to maintain the superb standards of service. This is an opportunity to make a real difference within an ever-evolving environment where your ideas and input will be valued.
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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 work closely with the retail team, as the Visitor Centre is a shared space.
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 regularly act as duty manager for the whole site. When DM you'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.
You'll contribute your skills and energy too, in support of the small team at Houghton Mill, to assist from time to time with their welcome point and fundraising.
You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.
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
- a confident leader
- adept at managing financial performance
- up for a challenge, adaptable and responsive under pressure
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 p/t (30 hrs pw)
