Welcome & Service Lead

Summary

Can you be the welcoming face of National Trust’s Savoy Hill House and help visitors and colleagues get the very best experience? We’re looking for a Welcome & Service Lead to join us to provide great customer service and help improve what we do. You’ll be proactive and creative in your approach and lead your team to handle day-to-day queries, support events and activities, and everything in between. 

Our Welcome & Service Team are responsible for providing a high-quality front-of-house service to all colleagues and visitors of the centrally located Savoy Hill House, who work in diverse roles with differing needs. Reporting into the Business Services Manager, you’ll work with both them and the Facilities & Contracts Manager to take care of the building and the people that work in it. 

Your contractual location will be Savoy Hill House and there will be an expectation for you to attend the office 5 days a week. 

The National Trust is a lively organisation with a wealth of activity and opportunities. Over the past year, we’ve embraced new ways of working, and this journey of change continues to shape our future. As Welcome & Service Lead, you’ll focus on people. You’ll coach and develop your team to help them thrive and understand visitor needs and collaborate to ensure we meet them wherever possible.

This is a varied role. One moment, you might be managing reception, providing a warm welcome, and guiding colleagues and visitors to what they need. The next, you could be liaising with suppliers, supporting our Facilities & Contracts Manager with compliance tracking, or assisting with budget reporting.

You’ll have a creative mindset, always seeking opportunities to enhance and refresh our offerings, making Savoy Hill House an inspiring, inclusive, and functional space for everyone who works and visits. You’ll also collaborate closely with the team at Heelis, our central office in Swindon, ensuring a joined-up approach across the organisation.

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

We’d love to hear from you if you have: 

• Experience in an office environment, with facilities or office supervision responsibility
• Customer service skills to deliver the highest standards to visitors 
• Knowledge of Health and Safety and other related procedures and legislation
• Experience of budget tracking and generating reports
• Experience in compliance tracking and working with external suppliers
• IT skills with a willingness to learn

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

Click here to find out more about the benefits we offer to support you.