Welcome & Service Team Member - Dorking

Reporting to the Welcome Manager you'll be part of a team of 7 other Welcome team members working at Polesden Lacey within the Clandon and Hatchlands portfolio. Polesden Lacey hosts over 400,000 visitors in a year with many popular that bring the crowds in such as Lazy Jazz Sundays during the summer months and our Christmas offer which delighted 75,000 visitors in 2025. If you're looking for a fast-paced environment this is the place for you. You'll primarily work out of the visitor reception building, sometimes supporting pop up areas on busy days, our volunteers work along side us to help bring the magic to the visitor journey. The main duties of the role are using the till for admission, selling membership, & dealing with customer complaints and enquires. What you'll be doing Day to day, you'll deliver a great all-round customer service experience. At the till point you'll be on hand answering queries and listen to what our visitors need so you can share the right information. You'll offer information on why Gift Aid is important to us as a charity as well as promote the benefits of membership to the National Trust. Some days are slower in off-peak months where you have more time to get to know our visitors, whereas during peak times (2,500 + visitors per day) you'll need to adapt to visitor flow; dealing with the pressure of queues, fast-tracking visitors to our outdoor teams and still be keen to promote everything we do. This role would suit anyone with enthusiasm for delivering great customer service and enjoys the challenge and reward of public facing roles.

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
  
  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.

Salary: 6,360.00 Contract; Permanent Hours/working pattern: 480 annualised hours. This is approx 10 hours per week. 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. some months may be more or less hours depending on operational needs. Shifts will be a mix of full day (7 hours during summer opening hours) or shorter shifts ranging for 4.5hrs to 5.5 hrs. This role requires you to be flexible to work weekends, school holidays and bank holidays, including Christmas. (Polesden Lacey is closed Christmas Eve and Christmas Day). From October to February we move to winter opening hours where a full day shift is 6 hours as the property closes at 4pm., 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