Welcome Manager

As of February 2025, the Welcome & Service team at Ham House and Garden is working out of a brand-new Visitor Reception structure - designed based on feedback from staff, volunteers, and visitors - and we are looking for a Welcome Manager to join us. In this role, you will be leading the team to ensure everyone feels welcome at Ham, you will create an exceptional service culture with your colleagues across site, you will be championing Growing Support targets, and help deliver the day to day operations of the visitor experience.

Salary range: Circa £23,868 to £28,509 + Outer London Allowance depending on knowledge, skills and experience.

What it's like to work here

Ham House and Garden is situated on the banks of the River Thames. This 17th century country home has a varied visitor experience, including outdoor events, workshops, outdoor theatre, guided tours, exhibitions to engage our audiences with our collection and family-friendly activities through the seasons.

Reporting to the Visitor Operations & Experience Manager, you'll be working alongside the Communications & Marketing Officer, Programming & Partnerships Officer, and Volunteering & Community Officer. You will be line managing six Welcome & Service assistants and a small group of volunteers.

gets, and help deliver the day to day operations of the visitor experience.

The orangery café offers freshly made food straight from the garden to your plate and the shop also sells a large selection of Ham-grown plants and other varieties. Take a step back in time to over three hundred and fifty years worth of plants and produce originally grown in the gardens.

Click here for more information about this location

What you'll be doing

Responsible for leading a team of Welcome & Service Assistants and a group of dedicated Volunteers; you'll make sure every visitor who comes to Ham House has a great experience by leading for exceptional service across the portfolio.

You'll have responsibility for the day-to-day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies.

You'll regularly be the duty manager for the site with specific responsibilities including safeguarding, cash & till procedure, fire, security and evacuation. You'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiry or complaint.

You can view the full role profile for this role in the document attached. You don't need to have all of 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.

Who we're looking for

We'd love to hear from you if you're:

• Experienced in people management and inspiring leadership
• Naturally curious about people and empathetic
• Dedicated to providing excellent customer service
• Flexible & responsive - able to adapt your plans and style to different situations
• Experienced in promoting commercial or charitable products or services and able to identify business development opportunities
• Able to effectively communicate on all levels

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
• 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