Service Team Member

As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.

Contract/duration: Permanent

Hours/working pattern: This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year. You’ll work 1170 hours per year, and on average, you’ll work 3 days per week but again, this will be flexible depending on operational demand.

Interview date: 23rd July 2026

For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.

Reporting to the Welcome Manager, you’ll be part of a team of nine Welcome & Service Team Members working at Knole.

Knole is a stunning property which boasts a 1,000 acre deer park, historic showrooms with a world‑class collection of paintings and furniture, sprawling courtyards, gatehouse tower and the Royal Oak Foundation Conservation studio. We are passionate about caring for this wonderful property and visitors are at the heart of all we do.

We’re a busy team, who like a challenge and work at a fast pace. We work collaboratively with each other and the wider property and we’re hands on and work together to get the job done.

As the largest conservation charity in Europe we work hard to raise funds, so that we can continue to care for all the heritage in our trust. Visitors are a vital part of what we do, so you’ll be responsible for ensuring that you provide an excellent service to all our visitors, every day. As a Welcome & Service Team Member, it’s your job to ensure that the welcome our visitors receive is perfect, setting them up for an amazing experience for the rest of the day.

You’ll be responsible for answering queries and making sure visitors can find everything they need for their visit. Understanding how and why we engage our supporters is key. Working with our spirit of place you’ll work with the visitor welcome team to link everything we do back to our cause and the on‑going work we do. Recruiting new members is also an important part of the role and you'll be assisting the team in meeting membership targets.

You’ll deliver high standards of presentation at the property and ensure all our communications with our visitors are clear and consistent, from the first click on the website, to the posters and signs around the property.

Great visitor experiences are in our nature, and we believe everyone should feel welcomed, appreciated and more engaged because of the excellent service you provide. This role would suit anyone with an enthusiasm for delivering a great customer service.

Outside working is a requirement for this role, as two of our welcome points are located in the park and courtyards in addition to the Visitor Centre.

We’d love to hear from you if you’re:

• customer focused with an understanding of the importance of great service
• a team player, but also can work on your own initiative
• well organised and adaptable
• willing to learn new skills
• have a positive attitude

• Substantial pension scheme of up to 10% 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.

Knole House, Knole, Sevenoaks, TN15 0RP

Welcome & Service Team Member - Career Level A2.pdf

Compliance. Eligibility to Work in the UK

Closing Date: 12th July 2026

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 .

The National Trust is committed to a safe recruitment processes 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  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.