Welcome Manager - Whitley Bay

You'll lead and manage a team of Welcome and Service Assistants and volunteers, ensuring the smooth day-to-day running of our busy Visitor Welcome areas, from the Visitor Welcome building through to the historic house. You'll empower your team to confidently respond to visitor enquiries and site issues, delivering a high-quality, inclusive welcome and acting as a key face of the National Trust. You'll inspire and support your team to deliver excellent service while helping to grow our charitable income, including targets for admissions, membership and fundraising. Together, you'll focus on making sure every visitor has the best possible day, whether that's through great service, supporting accessibility needs or sharing the stories of the Hall. You and your team will be at the heart of our busiest days, supporting everything from car parking to event activity, including occasional special evening events that bring a unique atmosphere to the Hall. You'll play a key role in managing high visitor volumes, ensuring a smooth, welcoming experience for all. You'll lead from the front, using sound judgement and decision-making in line with National Trust values, policies and procedures. You'll work closely with colleagues across the property to develop and deliver our offer, and report to the Property Operations Manager. You'll also take on Duty Manager responsibilities as part of a rota, overseeing the safe and effective operation of the whole site. This includes safeguarding, cash handling, fire and security, and leading on incident response. You'll be the main point of contact for staff, volunteers and visitors for queries, issues or emergencies. You can view the full role profile in the attached document. You don't need to meet every requirement listed; it's there to give a full picture of the role and its opportunities.

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
• adept at managing financial performance
• up for a challenge, adaptable and responsive under pressure
  
  Seaton Delaval Hall is a bold and creative National Trust place, where heritage, community and imagination come together. Inspired by the Delavals' love of theatre, the Hall is experienced like a play, with visitors moving through acts and scenes set against Sir John Vanbrugh's dramatic architecture.
Since completing a 7.8 million transformation in 2022, we've grown into a thriving destination, now welcoming around 175,000 visitors a year. We welcome a wide range of visitors, from regular locals, dog walkers and families to first-time visitors, tourists, and community and coach groups, creating a lively and varied atmosphere every day. Great customer service sits at the heart of our welcome, ensuring every visitor feels valued, included and inspired. We're known for ambitious programming, from large-scale events and installations to strong seasonal highlights that bring our spirit of place to life. We work closely with artists, partners and communities to create experiences that keep people coming back. We're committed to ending unequal access, supporting both physical access needs and widening participation, with a strong focus on children and young people and building meaningful community connections. It's a fast-paced, collaborative environment where creativity and purpose are at the heart of everything we do., 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