Welcome Manager - Birmingham

We're looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Birmingham Back to Backs, leading our small but vital welcome team. The Back to Backs is open 6-days a week which means that occasional weekend, evening and bank holiday working is required. This is on a rota basis. You'll be managing a team of 5 Welcome & Service Team Members, driving growing support and excellent standards of customer care. You'll manage and grow our developing second-hand book shop, lead on group and schools bookings, and with our Visitor Experience colleagues, lead on all elements of the visitor experience. You'll work 30 hours per week. Your working pattern is mostly Tuesday-Friday, with occasional weekend working (roughly 1 in 6) and occasional Monday's (also roughly 1 in 6). Interview date: Tuesday 19th May Internally you'll be known as a Welcome Manager (Band 2). What it's like to work here This is an exciting time to join us. We're a new portfolio focused on the National Trust's priorities of Ending Unequal Access and Inspiring Millions, as part of our strategy "People and Nature Thriving". We aim to reach 10 million more people from currently under-served groups by 2035. You'll be part of a team that is passionate about connecting people to heritage and nature, engaging with our communities to create experiences that are meaningful and inclusive. As part of the West Birmingham, Wolverhampton & The Black Country Portfolio, you'll benefit from opportunities to work collaboratively with our colleagues at Clent Hills, Moseley Old Hall and Wightwick Manor & Gardens. We love telling great stories, trying new things and sharing our conservation cause with everyone. What you'll be doing This is an incredibly varied role, with no two days being the same. You'll be responsible for making sure that day-to-day visitor operations run smoothly in the all-important welcome area and bookshop. You'll inspire and care for your team, encouraging them to give the highest standards of service. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes. This includes organising school bookings and group tours. Our bookshops is a critical part of growing our charitable income to support our Ending Unequal Access work. A key part of your role is to grow our bookshop, finding other innovative ways of generating income from our second-hand books, including online presence and auctions, and, working alongside our Visitor Experience Officer, to become a hub for events and activities. You'll be responsible for planning, monitoring and reporting on financial performance. You'll regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation. As Duty Manager, you'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.

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
• a confident leader with ability to support team management and development
• awareness of commercial considerations and adept at managing financial performance
• up for a challenge, adaptable and responsive under pressure
  
  The National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone for ever.
The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world. Its achievements have enabled the general public and the Trust's members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement. The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

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. 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 programme Free parking at most Trust places