Welcome & Service Assistant
| Posting date: | 26 January 2026 |
|---|---|
| Salary: | £12.75 per hour |
| Hours: | Part time |
| Closing date: | 08 February 2026 |
| Location: | Cragside, Rothbury, Morpeth, NE65 7PX |
| Remote working: | On-site only |
| Company: | National Trust |
| Job type: | Permanent |
| Job reference: | IRC170102 |
Summary
We have an exciting opportunity for a Welcome & Service Assistant at one of the National Trust’s flagship properties. In this role, you’ll be at the forefront of creating exceptional visitor experiences, supporting the Welcome Manager to achieve membership recruitment targets and deliver outstanding service.
As the first friendly face visitors meet, you’ll greet guests warmly, share essential information, and help them make the most of their day. Working in a dynamic, outdoor environment, your enthusiasm and approachable manner will ensure every visitor leaves with lasting memories—and wants to return.
Membership growth is central to what we do. You’ll actively promote the benefits of National Trust membership and respond to visitor queries with professionalism and care. As a passionate ambassador for the Trust, you’ll take pride in welcoming more people to enjoy and support our work. Every day will be varied, rewarding, and full of opportunities to make people smile.
Salary: £12.75 an hour
Duration: Permanent
Hours: 585 hours a year. 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.
Your monthly hours will vary according to business needs, with a focus on weekends, school holidays, and bank holidays.
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
Cragside, set in the stunning Northumberland countryside, is one of the most popular visitor attractions in the North East, welcoming around 250,000 visitors annually and open 363 days a year.
Reporting to the Welcome Manager, you’ll join a successful, high-performing team of 14 Welcome & Service Assistants, working closely with other staff and volunteers to care for Cragside and deliver exceptional experiences. The Welcome Team operates mainly outdoors in all weathers, in a fast-paced environment where visitor numbers fluctuate throughout the day and year. Busy days can see over 1,000 visitors, rising to more than 2,000 on peak occasions.
We value our people and offer ongoing training, mentoring, and development to support you in your role. Plus, the views from your “office” are spectacular!
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 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 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 (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
As the first friendly face visitors meet, you’ll greet guests warmly, share essential information, and help them make the most of their day. Working in a dynamic, outdoor environment, your enthusiasm and approachable manner will ensure every visitor leaves with lasting memories—and wants to return.
Membership growth is central to what we do. You’ll actively promote the benefits of National Trust membership and respond to visitor queries with professionalism and care. As a passionate ambassador for the Trust, you’ll take pride in welcoming more people to enjoy and support our work. Every day will be varied, rewarding, and full of opportunities to make people smile.
Salary: £12.75 an hour
Duration: Permanent
Hours: 585 hours a year. 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.
Your monthly hours will vary according to business needs, with a focus on weekends, school holidays, and bank holidays.
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
Cragside, set in the stunning Northumberland countryside, is one of the most popular visitor attractions in the North East, welcoming around 250,000 visitors annually and open 363 days a year.
Reporting to the Welcome Manager, you’ll join a successful, high-performing team of 14 Welcome & Service Assistants, working closely with other staff and volunteers to care for Cragside and deliver exceptional experiences. The Welcome Team operates mainly outdoors in all weathers, in a fast-paced environment where visitor numbers fluctuate throughout the day and year. Busy days can see over 1,000 visitors, rising to more than 2,000 on peak occasions.
We value our people and offer ongoing training, mentoring, and development to support you in your role. Plus, the views from your “office” are spectacular!
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 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 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 (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