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Welcome Host, Heart of the City Partnership (Newcastle Castle)

  •  North East
  •  Under £10K
  •  Part time
  •  Closes November 30, 2025
  •  The Heart of the City Partnership
  •  recruitment@newcastlecastle.co.uk
  • #Museums
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Description

Job Summary

You will deliver outstanding customer service to a broad range of visitors and do everything possible to ensure they have a great day. There are a variety of duties which range from welcoming visitors, providing information, to presentation of public areas or serving in retail and catering outlets.

Job Description

Welcome Hosts will be a key part of the Welcome Team ensuring everyday excellence is achieved throughout all visitor facing areas.

Part time role working 15 hours per week. Fixed term contract for 12 months at £12.26 per hour

Reports to - Visitor Experience Manager

Financial responsibility - No budget responsibility held

Line management - No line management responsibilities, may work alongside volunteers. Responsible for contributing towards effective team working with staff and volunteers within the Castle

Area of impact - Team Member of the Welcome Team with day to day responsibility for delivering exceptional service to all visitors. Our visitors contribute significantly in terms of both income and support for the the Heart of the City Partnership, alongside public benefit delivered by access to the Castle.

Nature of impact - Direct impact on the quality of the visitor experience for all visitors interacted with. Working closely, collaboratively and flexibly with volunteers and other operational teams across the Castle. Influences customer service performance and measures.

Internal/external relationships - Interacts with all staff, volunteers and line management based at the Castle. Key relationship with visitors.

Our values

  • Welcoming - we are ambassadors for our city and our local area
  • Inclusivity - a safe inclusive space for all individuals
  • Community - our location is at the heart of our community
  • Discovery - a place of discovery for individuals to learn about our heritage

Job Requirements

Knowledge, skills and experience needed

  • Curious about other people - empathetic, understanding, and adaptable to different people's needs.
  • Literate and numerate
  • Excellent customer service standards
  • Relevant experience working with the general public in face-to-face customer service situations
  • Good team worker
  • Flexible and adaptable
  • Basic knowledge and application of health and safety compliance requirements as appropriate
  • Able to learn till and stock control systems and procedures
  • Interest in developing product knowledge
  • Good people skills, enabling good working relations with those in your team and across the other Castle teams
  • Ability to work alongside volunteers
  • Ability to deliver high standards of customer care. Able to follow clear instructions competently. Able to follow guidelines, promote and present products to specified standards
  • Good interpersonal and communication skills
  • Well organised and attentive to details
  • Good IT skills

Job Responsibilities

What you will deliver

  • Great visitor experience - With a friendly, helpful, and approachable image, you will have a flexible customer focused approach. Working in a variety of customer facing roles across the site, you will strive to deliver exceptional service.
  • Great teamwork - you will be an excellent team player, working flexibly to support staff and volunteers to achieve our objectives.
  • Grow support - you will promote events, offers, and activities in a way most appropriate to visitors' needs. You will focus on everyday excellence and strive to be efficient and ensure cost effectiveness at all times.
  • Working safely and securely - you will comply with all processes and procedures to minimise risk. You will follow established routines such as cash handling, till operation and rota requirements.
  • Presentation standards - you will undertake cleaning duties, ensure displays are up to date and take pride in ensuring the Castle is looking its best for everyone.

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How to Apply

To apply, please provide a CV and Cover Letter no longer than 1 side of A4, explaining why you would be suitable for this role. Applications should be sent to [email protected] no later than 30th November 2025

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