Welcome & Service Lead (National Offices) - London

Welcome & Service Lead (National Offices) - Savoy Hill House,London, United Kingdom

Salary: 33,832 pa, Full Time

Were looking for a Welcome & Service Lead to join the National Trust in providing great customer service and helping improve what we do. Youll 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.

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, youll 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.

Werea 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. Youll 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. Youll coach and develop your team to help them thrive and understand visitor needs and collaborate to ensure we meet them wherever possible. Youll also work closely with the team at Heelis, our head office in Swindon, ensuring a joined-up approach across the organisation.

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 whats possible in this role.

Youll 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 supervisionresponsibility
• Customerservice skills to deliver the highest standards to visitors
• Knowledge of Health and Safety and other related procedures andlegislation
• Experienceof budget tracking and generatingreports
• Experiencein compliance tracking and working with externalsuppliers
• IT skills with a willingness to learn

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)

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

Savoy Hill House, 7-10 Savoy Hill, London, WC2R 0BU Welcome & Service Lead (National Offices) - Career Level B.pdf Compliance.Eligibility to Work in the UK

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 [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.