National Trust Jobs – Service Assistant

About the job

Summary

As our Welcome & Service Assistant Manager, you’ll help to lead a small team of 10 staff and 5+ volunteers to ensure everyone feels welcome, creating an exceptional service culture and developing and supporting your team. You’ll be part of a wider team based at Dover who support our conservation and visitor operations and be integral in achieving the best possible service for our visitors.

This is a fixed term contract until 31st October 2024.

What it’s like to work here

An ever popular location, the White Cliffs of Dover attract thousands of visitors each year. Looking out over the English Channel, the views are stunning and on a good day, the French coast can be visible. The location is full of unusual plants and insects too, as well as showcasing the historic significance of the area, so has something for everyone. In joining our friendly team, you’ll be helping us provide a great visit for everyone.

Click here for more information about this location

What you’ll be doing

Day to day, you’ll find yourself with two hats – helping to lead our team of staff and volunteer welcome assistants and leading for a culture of excellent service for our visitors. You’ll support the team by growing our membership and fundraising. You’ll also have close relationships with the retail team helping them to deliver their objectives too.

Your other hat will concentrate on providing the best possible experience for all our visitors. This means you will lead for day-to-day presentation standards, ensuring our site always looks its best. You’ll support some of our marketing work, which may include updating our website and posting on social media, deal with general enquiries from our visitors whether that be face to face, phone or email enquiries and will exercise judgement when dealing with any complaints to act and resolve it for our visitors.

Working closely with the Visitor Experience & Operations Manager you will be helping to look after our visitor welcome team with the aim of creating an inspiring and motivational place for them to work in. You’ll lead by example in everything you do and will provide regular feedback to help the team with their personal development. You’ll be responsible for enabling our team to achieve stretching targets through setting clear objectives and ensuring everyone feels confident and capable in your asks of them.

The role sits as part of the Duty Management rota which ensures the safety of our visitors on a day-to-day basis.

Please also read the full role profile, attached to this advert.

Who we’re looking for

• Practical experience in visitor business, hospitality, and/or sales
• Experience of promoting commercial or charitable products/services or targeted markers
• People management skills
• Good listener and people skills
• Experience of setting and delivering performance targets
• Self-motivator and results focused

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.

• Flexible working whenever possible
• Free parking at most locations
• Free entry to our properties for you, a guest and your children (under 18)
• Substantial pension scheme of up to 10% basic salary

Click here to find out more about the benefits we offer to support you.