Manager, Customer Service​/HelpDesk

We're looking for a Welcome Manager to join us. You'll lead our Welcome & Service team to create exceptional visitor experiences, ensuring everyone receives a warm and engaging welcome that inspires support for the National Trust. Working closely with colleagues and volunteers, you'll help deliver a seamless visitor journey and create a culture where great service is at the heart of everything we do.

Salary: £27,612 per annum Contract: Permanent Hours/ working pattern: Full-time, 37.5 hours per week Interview
: week commencing 23rd November 2026 Start date: January/ February 2027 Accommodation is provided to the postholder for the proper or better performance of their duties in accordance with Trust criteria and HMRC rules.

As Welcome Manager, you'll lead a team of staff and volunteers, helping visitors enjoy meaningful and memorable experiences from arrival through to departure. You'll work collaboratively with colleagues across the property to ensure visitors receive a consistently high standard of service. As part of the wider property team, you'll contribute to delivering business objectives.

As Welcome Manager, you'll lead the day‑to‑day operation of our welcome and visitor service areas, ensuring high standards of service and visitor experience are maintained at all times. You'll support your team to resolve issues confidently and create a culture where visitors feel welcomed and valued. You'll develop teams, setting clear objectives and providing regular feedback to help individuals and teams perform at their best.

You'll also support effective team communications and operational delivery across the property. Working collaboratively with colleagues across the property, you'll contribute to planning, visitor engagement activities and help achieve targets. You'll use visitor feedback and performance data to identify opportunities for improvement and innovation, helping to enhance the visitor experience. You'll also be responsible for managing operational risks, ensuring compliance with relevant procedures and legislation.

You’ll bring a broad range of the following knowledge, skills and experience, shaped by different roles, sectors or career paths. Please use your application to demonstrate how you meet the criteria below:

• Experienced in visitor services or a related customer‑facing environment.
• An inspiring people leader who enjoys developing and motivating staff and volunteers
• Skilled at analysing data and using insight to improve performance and visitor experiences.
• Calm and resilient when dealing with challenging situations or customer concerns.
• Strong communicator who can build strong relationships with a variety of stakeholders.
• Confident using Microsoft Office and other digital systems to support operational delivery.

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 (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.
• Flexible working whenever possible
• Employee assistance…