If you enjoy leading a team, helping people feel welcome and finding ways to make a good place even better for visitors, communities and neighbours, we’d love to hear from you.
We’re looking for a confident, people focused Welcome Manager to lead our Welcome team and help everyone who uses Heartlands and East Pool Mine feel genuinely welcomed, supported and connected to the place.
You’ll help the team deliver great service every day, whether people are visiting for the first time, coming to an event, using the site regularly, working with us as a partner, or passing through as part of the local community.
You’ll support the team to respond well to busy periods, changing priorities and everyday challenges, while looking for practical ways to improve the experience for visitors, neighbours and regular users of the site.
You’ll also play an important part in growing support for the place through admissions, membership, fundraising and positive conversations that help people understand, enjoy and care about the work of the National Trust.
This is a role for someone who enjoys leading people, solving problems, trying new ideas and finding practical ways to make things better.
Working pattern: 7.5 hours a day, 5 days a week - flexible weekend and bank holiday working maybe required as the operation moves towards a 7-day offer.
Interview Date: Monday 10 August, 2026
What it's like to work here:This role is based in Pool, Cornwall, working across two sites: Heartlands and East Pool Mine.
The National Trust and our partner, Cornwall Rural Community Charity, are in negotiations to secure the lease for Heartlands with Cornwall Council. Together, we want to work with the local community to transform Heartlands into a vibrant place for opportunity, inclusion and experiences.
Heartlands is an eight-hectare site at the heart of Cornwall’s mining heritage, bringing together historic buildings, green spaces and community facilities. Nearby, East Pool Mine cares for nationally important mining heritage within a World Heritage landscape.
You’ll be joining a supportive and collaborative team where people and places are at the heart of everything we do. This is a busy and evolving place, used by visitors, community groups, neighbours, partners, volunteers and colleagues. Flexibility, initiative and good judgement will really matter, as will a genuine interest in helping people feel welcome and included.
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 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, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation. You'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.
You’ll need to be comfortable multi-tasking, adapting your plans and keeping things moving on busy days.
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’re looking for someone who is positive, organised and confident leading people. You’ll care about great service and enjoy helping others do their best.
You’ll be curious about people and what they need from their time with us, whether they are visitors, volunteers, staff, local residents, partners or community users. You’ll be able to listen to feedback, understand what it’s telling us and turn it into practical improvements.
You’ll also be comfortable working with targets, budgets, cash handling and performance information, using these to help the team stay on track and grow support for the place.
You’ll have:
- experience in visitor services, hospitality, tourism, heritage, sales, customer service, community-facing work or a similar public-facing role
- experience of leading, coaching or managing staff and/or volunteers, strong people skills and the ability to build good relationships
- confidence dealing with busy days, complaints, duty management, handling risk and changing priorities
- experience of working with income targets, budgets, cash handling, banking or financial information
- a practical, creative approach to problem-solving with the ability to learning from what works and what doesn’t and having the resilience to try again.
- flexibility in how you work and how you support different people
- good IT and communication skills
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
Fixed Term f/t (37.5 hrs pw to 16/07/28)
