Welcome Manager

Summary

We’re looking for a Welcome Manager to join the team at Winkworth Arboretum near Godalming, Surrey.

This is an exciting opportunity for a people leader who is passionate about delivering exceptional visitor experiences. You’ll lead our welcome operation at visitor reception, ensuring every visitor receives a warm welcome and has a memorable experience that inspires them to return and support the National Trust.

You’ll lead and develop our team of staff and volunteers, championing high standards of service, presentation and visitor care. You’ll play a key role in creating a welcoming, safe and well-presented property, while helping grow charitable income and ensuring our visitors feel connected to the special place they’re visiting.

Interviews will take place, in person, on Friday 20 November.

Please submit a cover letter with your CV.

If you have any questions, please contact Collette Hamilton, Sign in to view email

What It's Like To Work Here

It’s a hugely exciting time to join Winkworth, the only arboretum in the National Trust’s care, as have opened a new visitor centre with indoor café, retail shop, toilets and new car park. We’ve an ambition to grow our visitor numbers from 150,000 a year to 230,000 in the next couple of years and your experience in welcoming visitors, leading an operation and being audience focused will help us deliver these ambitious targets.

This role is based at Winkworth Arboretum and on site working is essential. Public transport is limited so please consider how you would travel to Winkworth.

What You'll Be Doing

Working as part of the Visitor Experience and Operations team at Winkworth Arboretum, you will lead on the day to day running of the visitor operation managing a team of staff (6 core staff team, increasing to 12 at peak season). No two days are the same in this role which is all part of the fun of working at Winkworth. You will ensure that all visitors are welcomed with a smile and high standards of customer service. You'll drive visitor, membership and fundraising targets, ensuring Winkworth and your team achieves ambitious budgets. You'll utilise data to tailor the Winkworth experience to each visitor and planning according to the time of year, and work closely with the visitor experience team to help deliver a programme of events throughout the year, enabling front line teams to promote activities. You will manage the car park and bookshop operations which are another key area for visitor engagement and income.

You'll carry out duty management and will work some weekends on a rota basis supporting the property operations. You may need to get stuck in and help wherever you’re needed, to keep the whole place running smoothly

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.

Who We're Looking For

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

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

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

National Trust place

Winkworth Arboretum, Hascombe Road, Godalming, GU8 4AD

Documents

Welcome Manager (Band 2) - B.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

Closing Date: 8th November 2026

To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.

If you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at [email protected]

If you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at [email protected] and we'll support you as best as we can. For examples of how, please see our supporting you page.

Equal Opportunities Statement

The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.

Safeguarding Statement

The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.