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Posted: Thursday, February 9th 2017
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Job Title:     Visitor Welcome & Volunteering Manager
Organisation:     Baddesley Clinton - National Trust
Salary:     £21,137 p.a.
Type:     Full-Time Position
Location:     Solihull, England
Closing Date:     Thursday, March 2nd, 2017
Job Ref No:     IRC47141
 
Job Description:
Visitor Welcome & Volunteering Manager
Salary: £21,137 per annum
Contract: Permanent, full time (37.5 hours per week)

Are you a people person with passion for enabling everyone to feel welcome and to have outstanding and inspirational experience? Are you are an experienced manager who is always looking for new opportunities to enable your team to develop and achieve? If so this could be a fantastic opportunity for you.

We are currently looking for a Visitor Welcome and Volunteering Manager to join our team at Baddesley Clinton to lead our Visitor Welcome Team to achieve our high sales and visitor targets, to inspire our visitors with our conservation stories and motivate volunteers in all areas of our work.

Baddesley Clinton was the home of the Ferrers family for 500 years. Built in the late 1500s this moated manor house is set within a rambling Warwickshire estate. The house was a sanctuary not only for the Ferrers family, but also for persecuted Catholics who were hidden from priest hunters in its secret hiding places during the 1590s.

Welcoming 200,000 visitors a year our team works hard to provide outstanding customer service to each and every visitor and involve volunteers in all we do. Our team have worked to significantly increase our membership sales as well as improving visitor, retail and catering targets making us a powerhouse for commercial growth in the Midlands region.

Baddesley Clinton is part of a trio of properties alongside Packwood House and Coughton Court, so collaborative working between staff and volunteers is encouraged.

About the role

As the Visitor Welcome and Volunteering Manager you’ll be responsible for the operational day to day management of the visitor experience and offer at Baddesley. By heading a team of staff delivering great service to visitors you’ll promote good communication across the site and joined up service provision. You’ll seek new opportunities to expand and develop the offer for our visitors and members, enhancing their visitor experience so that they feel like honoured guests.

You will also be responsible for the achievement of our property membership targets. Building on the current successes of our established team’s recruitment results we now want to focus on further key areas for development like Gift Aid on both Entry and Membership.

A key part of your role will be to champion great volunteering management and involvement; you’ll work to create new volunteering opportunities and approaches to help achieve our volunteering aims. Alongside the Operations Manager you will review, develop and champion the volunteer journey and ensure the quality of the volunteer experience across property ensuring that we are bringing volunteers into the heart of what we do operationally. You’ll seek to embed new and innovative volunteering opportunities within property programming and work collaboratively with the property staff to develop the way we operate on a day to day basis.

You’ll be a key part of our staff team and will act as Duty Manager on a roster basis. As the Duty Manager you’ll help provide daily cover as key point of contact for escalation of emergency and security issues or customer complaints.

You’ll also work regular weekends and bank holidays ensuring the smooth daily operational running of our property.

About you

You’ll have experience in leading people within a visitor-focused operation and understand how to inspire people of all ages and backgrounds to help us grow visitor numbers and enjoyment levels. So you’ll have:

• People management skills and be an inspiring team leader.
• Experience of setting & delivering performance targets with a result focused and self-motivated attitude.
• Experience of working with varying pressures, in difficult situations and with customer queries and complaints.
• Excellent people skills enabling strong relationships, both internally and externally, to be built and maintained.
• A flexible customer focused approach with experience in delivering high standards of customer service.
• A keen understanding of the volunteer journey in the Trust including being able to support volunteers to perform at their best.
• Enthusiasm for developing volunteering offers and programs.

The package

Looking after you

• Health cash plan – from as little as £2.81 per month for you and your dependents.
• Pension contribution match up to 10%.
• EAP and proactive Health and Wellbeing.
• Discounted gym membership.

Looking after your career

• Grow your career through professional training courses across the Trust.
• Develop your skills with an internal secondment.
• Pay review linked to values and behaviours, commitment to progression.
• Income protection due to illness.

Unique to us

• Work in some of the most beautiful, iconic and unique locations in the UK.
• Free entry to NT properties for you, a guest and your children (under 18).
• 20% off in our retail and catering outlets.
• Discount up to 35% off a National Trust holiday cottage booking.
 
Application Instructions:
Closing date: 02nd March 2017
Provisional interview date: 16th March 2017

For more information and to apply for this role please follow: http://bit.ly/2k6uhjO
 
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