Welcome & Service Team Member

National Trust Group; Norwich; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading heritage organization located in Norwich seeks a Welcome & Service Team Member to provide a warm visitor experience at Felbrigg Hall. You will be the first point of contact for guests, ensuring they have informative and enjoyable visits. The role requires strong customer service skills, flexibility in working hours, and a positive attitude. Competitive salary at £12.75 per hour, with great benefits such as a substantial pension scheme and free entry to National Trust locations.

Benefits

Substantial pension scheme

Free entry to National Trust places

Season ticket loan

EV car lease scheme

Gym memberships discounts

Holiday allowance up to 32 days

Qualifications

• Understanding of the importance of great service.
• Ability to work on your own initiative.
• Flexibility to adapt to various situations.
• Desire to learn and grow within the role.

Responsibilities

• Provide warm and friendly welcome to visitors.
• Answer visitors' queries and provide information.
• Deliver excellent customer service during visits.
• Participate in different aspects of visitor experiences.

Skills

Customer focused

Team player

Well organised and adaptable

Willing to learn new skills

Positive attitude

Job description

Overview

In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.

As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.

Salary: £12.75 per hour

Contract/duration: Permanent

Hours/working pattern: 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. You’ll work 1006.5 hours per year, and on average, you’ll work 4 days per week but again, this will be flexible depending on operational demand.

For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.

What its like to work here

Reporting to the Welcome Manager, you’ll be part of a team of 8 working at the gorgeous Felbrigg Hall. This role will involve a lot of outdoor working in all weathers, welcoming our visitors as they arrive and providing them with an amazing experience.

The working hours are 1006.5 split over the year. Meaning that the majority of your hours will be worked in our busier season from March to October. This will be around 4 days, 25 hours a week, then in the quieter seasons, November, January and February the hours will be much less.

What youll be doing

Day to day, you’ll deliver a great all-round customer service experience. You’ll be on hand answering queries and listen to what our visitors need so you can share the right information. Your role is to make sure our visitors have the best day they can. You’ll have the chance to be involved in different aspects of the visitor experience, from key property events to growing support for Felbrigg and the National Trust - no two days are the same.

Great visitor experiences are in our nature, and we believe everyone should feel welcomed, appreciated and more engaged because of the excellent service you provide. This role would suit anyone with enthusiasm for delivering great customer service.

You can view the full role profile for this role in the document attached. You dont need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of whats possible in this role.

Who were looking for

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 package

The National Trust has the motto ‘For everyone, for ever’ at its heart. Were working hard to create an inclusive culture, where everyone feels they belong. Its 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 were 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)
• 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.

National Trust place

Felbrigg Hall, Felbrigg, Norwich, NR11 8PR

Documents

Welcome & Service Team Member - Career Level A2 (2).pdf

Requirements

Compliance. Eligibility to Work in the UK

Additional information

Closing Date: 22nd February 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 [e-mail]

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 [e-mail] and we\'ll support you as best as we can. For examples of how, please see our supporting you page.

EqualOpportunities 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.

Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.