National Trust
Welcome & Service Lead (National Offices)
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Summary
We’re looking for a Welcome & Service Lead to join the National Trust in providing great customer service and helping 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.
Please note the advertised salary is inclusive of the Inner London weighting Allowance, currently £4,465 per annum.
What It's Like To Work Here
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. Reporting into the Business Services Manager, you’ll work with both them and the Facilities & Contracts Manager to take care of the building and support the teams of people, who work in diverse roles with differing needs.
Your contractual location will be Savoy Hill House and there will be an expectation for you to attend the office 5 days a week.
What You'll Be Doing
We’re a lively organisation with a wealth of activity and opportunities. 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 coach and develop your team to help them thrive and understand visitor needs and collaborate to ensure we meet them wherever possible. You’ll also work closely with the team at Heelis, our head office in Swindon, ensuring a joined-up approach across the organisation.
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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
You’ll bring a broad range of the following knowledge, skills and experience, shaped by different roles, sectors or career paths, and the judgment to apply them effectively at scale;
- 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 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
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National Trust place
Savoy Hill House, 7-10 Savoy Hill, London, WC2R 0BU
Documents
Requirements
- Compliance
- Eligibility to Work in the UK
Additional information
Closing Date: 20 September 2026
Interview Dates: 30 September and 07 October 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 recruitmentenquiries@nationaltrust.org.uk
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 adjustments@nationaltrustjobs.org.uk 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.
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