As Welcome Team Leader you will work as part of the Engagement team, leading a team of Welcome Hosts to provide a warm welcome and overall excellent visitor experience. Acting as a central point of contact, you will lead, support and develop the Welcome Team to deliver a friendly and engaging visit and ensure a high standard of customer service. You will support the development of the Welcome Team through training and support, organise rotas and support the overall goal to increase visitor numbers, engagement and donations. If you have experience in: And are: Then we would love to hear from you. Southwark Cathedral is committed to being an Equal Opportunities Employer. We believe in promoting and building a diverse and inclusive team, and workplace, culture and governance structures that are welcoming to and respectful of all. We welcome applications from all suitably qualified people whatever their ethnicity, background, age, disability, long term condition, sexual orientation, gender identity, or any other characteristic protected by law. Southwark Cathedral is committed to a culture of safeguarding, especially for children, young people, and vulnerable adults. The Cathedral has adopted the Church of England policy statement 'Promoting a Safer Church (2017)'; Safeguarding Learning and Development (2024) and the Safer Recruitment and People Management Guidance (2021). Every member of our team is recruited according to these policies and is required to complete safeguarding training. Appointment to this role is subject to satisfactory references and the right to work in the UK. Able to offer a warm, friendly welcome to all visitors and maintain a calm a professional disposition, even in stressful situations (E) - Act as main point of contact with Welcome Team acting for daily visitor engagement operations; For further details, the full applicant pack and to apply, please visit the Church of England Pathways website at https://www.cofepathways.org/members/modules/job/detail.php?record=10344Job Summary
Job Description
Managing a team
Working within a heritage, public engagement or visitor attraction setting
Dealing with customer feedback
Customer focused, passionate about providing an excellent welcome
A skilled, engaging communicator
Committed to organisation improvement with understanding of and enthusiasm for the Cathedral's overall vision, values, and sympathy with the Christian faithJob Requirements
Excellent attention to detail (E)
Good initiative and problem solving skills (E)
Able to work using own initiative and be accountable (E)
Excellent interpersonal skills with people at all levels (E)
Excellent organisational and time management skills, as well as meticulous attention to detail (E)
Proficient in the use of the Microsoft Office suite or Google Workspace (E)
Strong written and oral communication skills (E)
Confidence in using a contactless card reader and good cash handling skills (D)
Experience at managing a team and organising shift rotas (E)
Experience within a heritage, public engagement or visitor attraction (E)
Experience of dealing with customer complaints (D)
Experience of working in an organisation with both paid staff and volunteers (D)
Some knowledge of Church life and the culture and structure of the Church of England (D)Job Responsibilities
- Line manage the paid Welcome Team, ensuring a high standard of welcome and visitor service is provided;
- Organise monthly rotas for the Welcome Team to ensure all days are adequately staffed, managing annual leave, sickness and overtime requests, covering positions when required;
- Work with the Head of Engagement to develop and maintain training;
- Attend weekly Diary meetings and manage daily service sheets and promotional materials;
- Handle complaints procedure and any difficult customers;
- Manage the recording of daily visitor numbers and donation figures;
- Take the lead on the day ticket sales for tours and engagement events;
- Attend the Health and Safety Committee and ensure the Welcome Team are confident and compliant with all health, safety, security and safeguarding policies and procedures;
- Direct visitors to the Cathedral Shop and Caf encouraging secondary spend;How to Apply