Welcome & Service Assistant

As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.

Salary:£11.64 an hour

Duration:Fixed Term Contract from 3rd March until 2nd November 2025

Hours: 15-22.5 hours a week available, depending on candidate preference, 2 or 3 days per week. Option to work more hours to cover days off and holidays.

Interview date: 10th and 11th February at Housesteads

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

We are open to our visitors 7 days a week, so we have a rota that we share with the rest of the team.

We are a relatively small team at Housesteads, you will be working in pairs with another Welcome & Service Assistant to provide that warm ‘Northern’ welcome to everyone. You will be based outside for most of the day, so will love the fresh air and the thought of being stuck behind a desk is not for you. We really want all our visitors to have a great day, we want them to leave wanting to come back.

A normal day will be making sure the site is ready and safe to be open. Welcoming and orientating our visitors with the site. Actively talking about the work of the National Trust and promoting membership and the local area.

What you’ll be doing

As the largest conservation charity in Europe we work hard to raise funds, so that we can continue to care for all the heritage in our trust. Our members and visitors are a vital part of what we do, so you’ll be responsible for ensuring that you provide an excellent service to them all, every day. When interacting with our customers, you’ll inform them of the amazing work we are doing and what their money is funding, promoting membership and local projects or our national strategy.

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
• 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

Click here to find out moreabout the benefits we offer to support you.

Closing Date: 02 February 2025

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

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 and we’ll support you as best as we can. For examples of how, please see our supporting you page.

EqualOpportunities 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.

Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.

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