Welcome Manager

We're looking for someone with a gift for helping everyone feel welcome to join us as a Welcome Manager at Birmingham Back to Backs, leading our small but vital welcome team.

The Back to Backs is open 6 days a week, which means occasional weekend, evening and bank holiday working is required. This is on a rota basis.

You'll be managing a team of 5 Welcome & Service Team Members, driving growing support and excellent standards of customer care. You'll manage and grow our developing second hand book shop, lead on group and schools bookings, and with our Visitor Experience colleagues, lead on all elements of the visitor experience.

You'll work 30 hours per week. Your working pattern is mostly Tuesday-Friday, with occasional weekend working (roughly 1 in 6) and occasional Monday's (also roughly 1 in 6).

Internally you'll be known as a Welcome Manager (Band 2).

What it's like to work here

This is an exciting time to join us. We're a new portfolio focused on the National Trust's priorities of Ending Unequal Access and Inspiring Millions, as part of our strategy "People and Nature Thriving". We aim to reach 10 million more people from currently under served groups by 2035.

You'll be part of a team that is passionate about connecting people to heritage and nature, engaging with our communities to create experiences that are meaningful and inclusive.

As part of the West Birmingham, Wolverhampton & The Black Country Portfolio, you'll benefit from opportunities to work collaboratively with our colleagues at Clent Hills, Moseley Old Hall and Wightwick Manor & Gardens. We love telling great stories, trying new things and sharing our conservation cause with everyone.

What you'll be doing

This is an incredibly varied role, with no two days being the same.

You'll be responsible for making sure that day to day visitor operations run smoothly in the all important welcome area and bookshop. You'll inspire and care for your team, encouraging them to give the highest standards of service. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes. This includes organising school bookings and group tours.

Our bookshop is a critical part of growing our charitable income to support our Ending Unequal Access work. A key part of your role is to grow our bookshop, finding other innovative ways of generating income from our second hand books, including online presence and auctions, and, working alongside our Visitor Experience Officer, to become a hub for events and activities. You'll be responsible for planning, monitoring and reporting on financial performance.

You'll regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation. As Duty Manager, you'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.

• Experienced in visitor services, tourism, heritage or similar situations
• Naturally curious about people, and motivated to give the highest standards of service
• Highly organised
• A confident leader with ability to support team management and development
• Awareness of commercial considerations and adept at managing financial performance
• Up for a challenge, adaptable and responsive under pressure

Please submit a cover letter alongside your CV.

The package

• 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

BHM Conurbation, Inge Street, Birmingham, B5 4TE

Requirements

Compliance. Eligibility to Work in the UK

Additional information

Closing Date: 10th May 2026

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 process 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.