Welcome & Service Assistant
| Posting date: | 02 June 2025 |
|---|---|
| Salary: | £14.45 per hour |
| Hours: | Part time |
| Closing date: | 15 June 2025 |
| Location: | Ham House, Ham Street, Richmond-upon-Thames, TW10 7RS |
| Remote working: | On-site only |
| Company: | National Trust |
| Job type: | Contract |
| Job reference: | IRC164346 |
Summary
As the first point of contact for our visitors on site, you’ll provide a warm, friendly welcome, give information about Ham and what it has to offer based on visitor needs and interests, answer questions and make sure everyone has an enjoyable and memorable visit.
Salary: £14.45 per hour (inclusive of Outer London Weighting Allowance)
Contract/duration: Fixed Term until 28 February 2026
Hours/working pattern: On average, you will be working eight days over four weeks; 7.5 hours a day to cover our opening times. We try to keep to patterns as much as possible and stretch these to cover weekends and Bank Holidays, events, occasional late/early openings, peak times in our programming, and annual leave within the team. Details will be discussed during interview.
Interviews: At Ham House and Garden, 24th June 2025
Start date: As soon as possible
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 it's like to work here
You will be part of a team of six Welcome and Service Assistants and a wonderful group of Welcome Volunteers working in our brand-new Visitor Welcome structure.
You will be the first and last team member our visitors interact with along their journey on site and an ambassador for what the National Trust as well as Ham House and Garden has to offer for our different audiences.
Our visitors can travel to Ham via tube, train, overground, bus, on foot, by bike, or cross the Thames with the local ferry. We do not operate a car park and are the perfect alternative to crowded destinations in central London. Working in front of the main house, with the Thames in view just beyond Ham Meadow, you'll be surrounded by intriguing and captivating stories with which to engage our visitors - from art and built heritage from the 17th century and the English Civil Wars to nature conservation and a working kitchen garden.
As part of the Visitor Experience team, you will help us by introducing first time visitors to our rare Stuart house and will invite repeat visitors to engage with our stories and our conservation work in new ways upon their return.
What you'll be doing
Day to day, you’ll deliver a great all-round customer service experience. You’ll be on hand answering queries and listening 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 social media promotion - 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 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
We'd love to hear from you if you are:
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. 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
Salary: £14.45 per hour (inclusive of Outer London Weighting Allowance)
Contract/duration: Fixed Term until 28 February 2026
Hours/working pattern: On average, you will be working eight days over four weeks; 7.5 hours a day to cover our opening times. We try to keep to patterns as much as possible and stretch these to cover weekends and Bank Holidays, events, occasional late/early openings, peak times in our programming, and annual leave within the team. Details will be discussed during interview.
Interviews: At Ham House and Garden, 24th June 2025
Start date: As soon as possible
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 it's like to work here
You will be part of a team of six Welcome and Service Assistants and a wonderful group of Welcome Volunteers working in our brand-new Visitor Welcome structure.
You will be the first and last team member our visitors interact with along their journey on site and an ambassador for what the National Trust as well as Ham House and Garden has to offer for our different audiences.
Our visitors can travel to Ham via tube, train, overground, bus, on foot, by bike, or cross the Thames with the local ferry. We do not operate a car park and are the perfect alternative to crowded destinations in central London. Working in front of the main house, with the Thames in view just beyond Ham Meadow, you'll be surrounded by intriguing and captivating stories with which to engage our visitors - from art and built heritage from the 17th century and the English Civil Wars to nature conservation and a working kitchen garden.
As part of the Visitor Experience team, you will help us by introducing first time visitors to our rare Stuart house and will invite repeat visitors to engage with our stories and our conservation work in new ways upon their return.
What you'll be doing
Day to day, you’ll deliver a great all-round customer service experience. You’ll be on hand answering queries and listening 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 social media promotion - 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 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
We'd love to hear from you if you are:
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. 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