We're looking for a Welcome and Service Team Member to work across two of our sites: Wray & Tarn Hows. As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.
Salary: £13.25 per hour
Contract Duration: Permanent
Working Hours: 995.5 hours per year. This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year.
Working Pattern: Over the year, you will work 600 hours at Tarn Hows and 390.5 hours at Wray Castle. The Welcome Team across both sites operates on a seasonal basis, with the majority of hours worked between March and October. During this period, you can expect to work approximately 2-3 days per week at Tarn Hows and 1-2 days per week at Wray Castle. Outside of the peak season, you will typically work between 1-2 days per week across both sites. Flexibility is essential for this role, including the ability to work weekends and school holidays.
Interviews Dates: Interviews will be held in-person at Wray, week commencing the 22nd June.
For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.
What it's like to work here:Reporting to the Welcome Manager, you will work across both Tarn Hows and Wray, both of which are part of the wider Lakes and Eden property group, covering a large part of the Lake District.
The stunning Tarn Hows offers a lovely circular walk through beautiful countryside, with majestic mountain views around the tarn. This is what the majority of our visitors come for, but it is also a great place to begin wider Lake District countryside adventures. There are also rare Belted Galloway cattle and sturdy Herdwick sheep grazing by the tarn. Tarn Hows is located in the low-level hills between the villages of Coniston and Hawkshead and is ideal for a walk or cycle trip from either. It is a favourite with both regular and first-time visitors to the area and is popular with artists and photographers who love the setting and the views.
Wray is a beautiful Victorian estate where you can explore the grounds as its creators did, as much of it still remains, including an arboretum and yew walk, walled garden, boathouse, and miniature harbour. We have plenty of waymarked trails through beautiful grounds, parkland, and woodland, including a long stretch of shingle beach on the shores of Lake Windermere and panoramic Lake District views - Wray has it all in every season. The imposing house, in the Gothic form of a medieval castle, stands prominently in an elevated position above the lake. The vast building includes castellated towers, arrow slits, ruined battlements, and an impressive porte-cochère. Although not open due to refurbishment, visitors can still take in its impressive form.
What you'll be doing:Day to day, you’ll deliver a great all-round customer service experience. You’ll be on hand to answer queries and listen to what our visitors need, so you can share the right information. Your role is to make sure our visitors have the best day they can.
A significant part of your work will be raising the profile of the National Trust to our visitors by encouraging them to become members, make donations, and helping them to understand who we are and why we do what we do. Both sites are outdoor locations, so you will be based in the car park and across the wider estate at each site.
Although the role is the same, the work you do at both sites will vary. At Tarn Hows, working out of the welcome pod in the car park, you will play a key role in welcoming visitors to this amazing outdoor space. We are strong advocates for accessibility and have created an accessible path to allow visitors with limited mobility to borrow one of our mobility vehicles to explore the tarn. These are incredibly popular and have a great reputation among our visitors. You will be lone working at this site, with the support of a remote duty manager.
At Wray, due to a major restoration project, the castle building is closed to the public, but visitors are still welcome in our outdoor spaces and café. Working out of the welcome hut in the car park, you will greet visitors and help them begin their visit. Wray has a varied programme of events throughout the year, and you will play a part in this by leading guided tours (held daily at 2:30pm) and supporting seasonal events such as Easter trails and summer activities. You will be working here as part of a team, with either a remote duty manager or a site duty manager depending on the time of year.
Great visitor experiences are at the heart of what we do. We believe everyone should feel welcomed, appreciated, and more engaged because of the excellent service you provide. This role would suit anyone with a passion for delivering outstanding customer service.
Who we're looking forWe'd love to hear from you if you're:
- customer focused with an understanding of the importance of great service
- a team player, but also can work on your own initiative
- well organised and adaptable
- willing to learn new skills
- have a positive attitude
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 (990.5 hrs py)
