Manager, Management

We’re looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Allan Bank, Grasmere and Townend, Troutbeck in the Lake District, leading our small but vital welcome team.

780 hours across the contract. 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 equal instalments over the contract.

Regularweekend working(one weekend day per week) and working during school holidays will berequiredfor this role.

You'll report to the Visitor Operations & Experiences Manager and work alongside another Welcome Managerto lead aWelcome teamof

Welcome & Service Team Members and volunteers, role modelling exceptional customer service.

Within this role, youget to work closely with other departments, supporting the property aims in Programming and Collections. You'll receive training in people management, and as part of our Duty Management team, training in managing the site as a keyholder. You'll be giventheopportunity to develop your knowledge and understanding of accessibility and inclusionin a heritage setting.

You’ll co-lead and manage our team of Welcome & Service Team Members and volunteers. You’ll be responsible for making sure that day-to-day operations run smoothly in the all-important welcome area. You’ll inspire and care for your team, encouraging them to give the highest standards of service and to help grow our charitable income. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes.

You’ll be using good judgement and decision making to lead from the front, in line with National Trust guidelines, values and policies.

You'll regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation. You'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.

You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.

Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:

• understanding of visitor experience and service leadership
• ability to support team management and development
• awareness of commercial considerations and financial performance
• knowledge of operational delivery and risk management
• experience in communication and stakeholder engagement

Additional criteria for all other applicants. We'd love to hear from you if you’re:

• experienced in visitor services, tourism, heritage or similar situations
• naturally curious about people, and motivated to give the highest standards of service
• highly organised
• adept at managing financial performance
• up for a challenge, adaptable and responsive under pressure

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)
• 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.

Closing Date: 22 February 2026

** Important…