Welcome Manager (Band 2) – The Derwent, Wear & Coast portfolio
We’re looking for someone with a gift for helping everyone feel welcome to join us as a Welcome Manager at The Derwent, Wear & Coast portfolio, leading our vital welcome teams. This portfolio includes Crook Hall & Gardens, Washington Old Hall, Souter Lighthouse and Gibside. Internally, you’ll be known as a ‘Welcome Manager (Band 2)’.
Salary: £27,612 per annum
Working Hours: 37.5 hours per week
Contract Duration: Permanent
Working Pattern: You will typically work Sunday to Thursday, though occasional flexibility will be required to work alternative days. The role also includes working some Bank Holidays and very occasional evenings.
Interview Date: Thursday 18th June
What it’s like to work here
Based at Crook Hall & Gardens, you will also work at and manage teams at Souter Lighthouse and Washington Old Hall. You may also be required to provide support at Gibside when needed.
Each property offers a unique visitor experience, from coastal heritage at Souter Lighthouse to the historic charm of Washington Old Hall, and the tranquil beauty of Crook Hall & Gardens. This variety ensures that no two days are ever the same, making this a dynamic and rewarding role.
This is an exciting opportunity for someone who enjoys working across different environments, engaging with diverse audiences, and delivering consistently high standards of welcome and visitor experience.
What you’ll be doing
You’ll lead and manage our team of Welcome and Service Assistants and volunteers. You’ll be responsible for ensuring day‑to‑day operations run smoothly in the welcome area, inspiring and caring 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 take responsibility for performance, including meeting visitor and income targets, managing budgets, and making effective use of resources such as rotas. Using visitor feedback and performance data, you’ll identify opportunities to improve the offer, grow support, and enhance the overall experience.
A key part of your role will be developing your team – recruiting, coaching and supporting them to achieve their best. You’ll create a positive and inclusive working environment where people feel valued, motivated and equipped with strong commercial awareness. You’ll use 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/cluster of properties, 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 can view the full role profile for this role in the attached document. 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 for
- Experienced in visitor services, tourism, heritage or similar situations
- Natural curiosity about people, and motivated to give the highest standards of service
- Highly organised
- Adaptable and responsive under pressure
- Adept at managing financial performance
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 feel welcome in our teams too.
- Substantial pension scheme of up to 10% of basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Season ticket loan
- 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
National Trust place
Crook Hall Gardens, Frankland Lane, Sidegate, Durham, DH1 5SZ
Equal Opportunities Statement
The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.
Safeguarding Statement
The National Trust is committed to a safe recruitment process to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.
Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.
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