Company: National Trust
Location:
Posted: May 7th, 2026
We're looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Birmingham Back to Backs, leading our small but vital welcome team.
The Back to Backs is open 6-days a week which means that occasional weekend, evening and bank holiday working is required. This is on a rota basis. You'll be managing a team of 5 Welcome & Service Team Members, driving growing support and excellent standards of customer care. You'll manage and grow our developing second‑hand book shop, lead on group and schools bookings, and with our Visitor Experience colleagues, lead on all elements of the visitor experience. You'll work 30 hours per week. Your working pattern is mostly Tuesday‑Friday, with occasional weekend working (roughly 1 in 6) and occasional Monday's (also roughly 1 in 6).
You’ll be responsible for making sure that day‑to‑day visitor operations run smoothly in the all‑important welcome area and bookshop.
You’ll inspire and care for your team, encouraging them to give the highest standards of service. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes.
This includes organising school bookings and group tours.
Our bookshop is a critical part of growing our charitable income to support our ending unequal access work. A key part of your role is to grow our bookshop, finding other innovative ways of generating income from our second‑hand books, including online presence and auctions, and, working alongside our Visitor Experience Officer, to become a hub for events and activities.
You’ll be responsible for planning, monitoring and reporting on financial performance. You’ll regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation.
As Duty Manager, you’ll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.