Host, Customer Service​/HelpDesk, Event Management & Planning

The Heart of the City Partnership (Newcastle Castle) is recruiting one position to deliver visitor facing duties across the Castle site. These roles will deliver outstanding customer service to a broad range of visitors and do everything possible to ensure they have a great day. There will be a variety of duties which may range from welcoming and admitting visitors, providing information and orientation, to presentation of public areas or serving customers in our retail and catering outlets.

The Heart of the City Partnership (Newcastle Castle) is recruiting one position to deliver visitor facing duties across the Castle site. These roles will deliver outstanding customer service to a broad range of visitors and do everything possible to ensure they have a great day. There will be a variety of duties which may range from welcoming and admitting visitors, providing information and orientation, to presentation of public areas or serving customers in our retail and catering outlets.

Newcastle Castle is operated by The Heart of the City Partnership, a registered charity (#1165434), which is a joint venture between several Newcastle organisations, all of whom have a passionate and vested interest in the Castle’s future preservation:

Newcastle City Council, The Society of Antiquaries of Newcastle Upon Tyne, Newcastle Cathedral

• The preservation and protection of Newcastle Castle
• The advancement of culture and heritage
• The advancement of education and promotion of learning

CASTLE CENTRAL:
Connecting people to the city and inspiring discovery of the past.

• Be welcoming ambassadors for our city and our local area
• Be the heart of our community
• Be an inclusive space for all
• Be a place of discovery

One position available:

Variable hours contract, fixed term until 4 th January 2027.

Pay rate: £12.71 per hour

Reports to:

Welcome Manager and sits within the wider Visitor Experience Team.

Line Management:
No line management responsibility

• Day to day responsibility for delivering exceptional service to all visitors
• Direct impact on the quality and nature of the visitor experience for all visitors interacted with
• Close working relationship with volunteers and other operational teams across the Castle
• Contributes to our visitor experience ratings and scores

• Regular day to day contact with visitors and service users
• Must maintain good working relationships within the wider Castle Team
• Regular working alongside volunteers

• This role does include regular weekend work.
• This role does include outdoor working.
• This role does include lone working.

Due to the nature of the site and the role requiring being on your feet for periods of time, a good level of physical fitness is required.

Its about ensuring our visitors have a great experience – Projecting a friendly, helpful, and approachable image of Newcastle Castle, you will have a flexible customer focused approach. Working in a variety of customer facing roles across the site, you will strive to deliver exceptional service to all of our visitors.

Its about great teamwork – You will be an excellent team player, working flexibly across the site to support staff and volunteers to achieve our objective of providing the best possible visitor experience. Flexibility to support any aspect of the Castle operation as required.

Its about growing support – You will help to promote events, offers, activities and the benefits of actively supporting the Castle in a way most appropriate to visitors’ needs, linking this to our focus on everyday excellence and striving to be efficient and ensure cost…