Welcome & Service Assistant Manager

We're looking for a Welcome & Service Assistant Manager to join the team. Leading our outdoor welcome team, you'll be based in our large Lake Head car park in Wasdale.

Your role is about providing our visitors with a high-quality welcome you'll work flexibly through the year expecting to be on site more during the peak of the visitor season and less in the winter. Whilst it won’t be every weekend it is important to know that there is a high amount of weekend and bank holiday working. That’s when the most visitors are about and that’s when you can make the biggest impact.

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. You'll work 1170 hours per year, and on average, you'll work between 2 and 4 days per week.

What it's like to work here

We're looking for someone who has an enthusiasm for the outdoors and wants to help visitors get the most out of their trip. Someone who can look at the group in front of them and be able to put themselves in their shoes to make the right recommendations and offer the right advice. Someone who understands the work we are doing to help keep the Lakes special for everyone and can communicate that through stories to help the public understand who we are and what we do.

You'll be supported by the Welcome Manager and our network of growing support specialists who will help train and develop you. You'll be given the time to become comfortable and confident in your new role and will gain a real understanding of your main site in Wasdale but also our other valleys in Borrowdale and Buttermere as part of a wider team.

The Lakes has led the way in helping people enjoy the outdoors for years and the rest of the country has looked to us when developing their own offer. The site welcomes 300,000 people a year, most of which will head up England’s highest mountain, Scafell Pike.

What you'll be doing

You'll join the Welcome Manager and their team as the face of our organisation. We often say that a visitor may spend their whole day on National Trust land but never realise it. Our team aim to change that by engaging with our visitors with a warm welcome and the ability to offer the advice that can turn a good day out into a great one.

As the team leader in the west, you'll be responsible for the day to day running and leadership of the Welcome Team. You'll have a proven track record of leading teams for high performance in a customer facing environment. You'll motivate your team and develop the individuals within it.

You'll be in a target driven environment and have strategies to ensure they are met. You'll inspire, support and develop your team to deliver towards the overall goals. The site can be very busy so the ability to multi task, be calm under pressure and delegate and manage the team to best effect will be essential.

Who we're looking for

We'd love to hear from you if you’re:

• experienced in visitor services, in the tourist or heritage sector
• naturally curious about people, with an understanding of how to achieve the highest standards of customer service
• able to work to sales targets, and confidently sell the benefits of becoming a member
• well-organised and motivated
• willing to learn new skills, with a ‘can-do’ attitude
• comfortable with IT skills (all MS Office)
• good management and leadership skills

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)
• 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