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Website National Trust
Job Description:
We have an exciting opportunity to lead a small team of welcome staff and volunteers at Souter Lighthouse. As Welcome Manager, you will head up the staff & volunteer team, to welcome our visitors and help them enjoy their visit. You will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.
Job Responsibilities:
- You will be applying your high level of competence to deal with service recovery without senior support being on site.
- You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors.
- You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.
- You’ll have overall responsibility for the team, and their safety and working practices,
- Working closely with the Senior Welcome Manager and Visitor Experience & Operations Manager.
- You will have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies.
Job Requirements:
- Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
- Good IT skills (all MS Office)
- Excellent organisational skills
- Ability to initiate service recovery without senior support
- Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
- Confident leader, adaptable and responsive under pressure
Job Details:
Company: National Trust
Vacancy Type: Full Time
Job Location: Sunderland, England, United Kingdom
Application Deadline: N/A
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