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Full Time

Operations Manager

Purpose

To effectively manage the profitable operation of Almond Valley Heritage Centre as a popular and happy visitor destination, generating the income and footfall necessary to support the Trust’s charitable purposes

Scope

Responsible for overseeing every step of the visitor journey. Firstly by looking at things from a visitor’s perspective to shape and market appealing products, then by ensuring clear messages and easy processes when planning a visit, culminating in delivery of brilliant, memorable, visitor experiences that cultivate an ongoing affinity with our customers. In parallel to this magic, to apply an astute head for business to drive income and make best economic use of our resources

Main Responsibilities

• To maintain a broad insight into the nature and behaviours of current and potential audiences through feedback, research, and ongoing dialogue. To maintain an informed understanding of the market in which we operate; of market trends, and of the nature of our competitors.

• To apply market insight to the planning and implementation of promotion, advertising, and communication activities that raise awareness and promote an appealing image of Almond Valley as a family visitor destination. To drive footfall as consequence

• To develop and manage special events, programmes, and activities that add to the core visitor product, enhance footfall and income, and extend market appeal or better year-round use of facilities.

• To manage pricing strategy, discounts and promotions, and develop new packages and products, including the private hire of facilities or other out-of-hours operations

• To manage relationships with our customers, maintaining friendly dialogue with our audiences through contributing to social media and other channels. Overseeing the handling of visitor queries, and taking the lead on service recovery if things go wrong.

• To line-manage the Operations team leader(s), and be responsible for all visitor services, tidy team, and cleaning staff; attending to their recruitment, training, performance and development

• To oversee and develop all aspects of the visitor experience, coordinating with the Farm & Facilities Manager, the Catering Manager, Curator and the Office Manager in their respective areas of activity to ensure an alignment that best serves the needs of our visitors, and our commercial interests.

• To work productively with other teams, especially when planing for the seasonal cycle of business (during which who-does-what may vary), in order to make best use of resources.

• To design and manage all aspects of the visitor-facing operations, devising and enforcing systems, operational standards, procedures, and record-keeping that ensures visitor satisfaction and promotes safe and efficient working.

• To oversee the management and ongoing development of the Almond Valley website and the associated back-office booking and sales functions. To manage the administration and processing of bookings, passes and other visitor products, and to timetable resources.

• To be responsible for the successful and profitable operation of the gift shop and effectively use of EPOS software and other technology to record sales, visitor statistics, stock levels and performance.

• To coordinate with, and contribute towards, the wider purposes of the Trust. Promoting and developing our playful family-facing brand while remaining in harmony with our wider purposes.

Knowledge, Skills and Experience

Being the leader of a small team responsible for such a big range of activities calls for initiative, resourcefulness, flexibility and a give-it-a-go mentality. You’ll need to wear many hats. Keeping sight of the fun behind everything that we do also helps. The needs of the job requires an entrepreneurial instinct, and self reliant approach that has been shaped by relevant experience. Useful skills and judgement will have been acquired along the way

This experience is likely to have gained in commercially-focussed roles, providing insight into marketing and growing businesses, perhaps in the attraction, event or wider hospitality sectors. Insight into our family audience and empathy with them is important, while delivering happy experiences and satisfied customers should come as second nature.

You’ll have a head for business, seeing opportunities, knowing how to respond to them, and being bold when required.

You’ll think and act creatively to solve problems and create new opportunities, but at the same time be analytical and work logically through a process.

You’ll have a nice turn of phrase, expressing ideas simply and clearly, and ensuring a happy dialogue with the families and children who are our most important customers.

You’ll be a wise leader, getting the best out of your team, and making the best of every opportunity

You’ll be digitally literate and eager to explore the advantages of digital technologies

Practical Stuff

The post is based at Almond Valley. We work a 40 hour week, normally 9-5 or 8-4, working five days out of seven. With this senior post, we would expect some flexibility in working hours to suit the needs of the business.

The Operations Manager will report directly to the Director/CEO and may deputise for him in certain areas. They will lead and develop a team of between ten and twenty staff (depending of the season) engaged in visitor services, tidy team and cleaning duties. By rota, or other arrangement, the Operations Manager will serve as duty Responsible Officer

Visitor Services Supervisor – Functions

JOB PURPOSE

This job exists in order to manage and develop Mar Lodge’s functions and events business, corporate/private hire and sporting client support. The Visitor Services Supervisor will ensure income opportunities are maximised in the context of consistently high standards of customer care and lodge presentation.

Functions at Mar Lodge can range from intimate family dinners and tours to large corporate events and weddings for up to 200 guests. Every function requires the same level of planning and care, in order to deliver an outstanding product to our clients. As Visitor Services Supervisor you must have good self-motivation and organisational skills, and be able to lead a team of staff and external contractors, to deliver events in a smooth and professional manner.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purposes of the job will be met by:
• Developing and managing relationships of trust with potential and existing corporate and private hire clients, such that Mar Lodge continually develops and maintains its status as a ‘destination’ venue, renowned for its excellence of customer service.
• Supervising teams which include members of other Mar Lodge departments and outside contractors such that there is absolute clarity of objectives, tasks and standards; and ensure their delivery towards a collective goal.
• Developing and managing the functions business to increase income as part of the property’s drive for sustainability and help raise the profile of the work of the Trust at Mar Lodge in its wider context.
• Managing allocated budgets to ensure that income targets are met, or exceeded, and that expenditure is prudent and ‘value for money’
• Maintaining and recording all communication pertaining to functions and events, such as dealing with emails, keeping the event diary up to date and informing relevant departments of planned activities.
• Managing equipment and supplies, such as banqueting furniture, catering equipment and supplies, to ensure the operational efficacy of the Lodge.
• Working within the Health & Safety regime to ensure the H&S of staff/volunteers, clients and visitors within the context of the Trust’s “Safe System of Work” regime.
• Coordinating, supervising and personally participating in the delivery and staffing of weddings, functions and events with the advice and support of the Visitor Services Manager and other team members.
• Demonstrating responsibility and accountability that all functions and events are in line with the Trust’s Environmental Policy and being mindful of the Trust’s obligations to minimise the impact on the environment through efficient use of water/heat/light, recycling and disposal of waste and considered use of transport.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
• Event Management experience demonstrating organisational, time management and coordination skills
• Proven sales skills with the ability to achieve targets
• Strong personal belief in the value of excellent customer care with the ability to translate this in to actions
• Excellent team worker with the ability to work constructively between different teams, and lead and motivate others
• Effective verbal and written communication skills combined with confidence in dealing with a wide range of customers
• Hard working and willing to keep a flexible work pattern
• A willingness to work with and support other departments as and when the need arises
• An understanding and commitment to the aims and objectives of the National Trust for Scotland
• Competent user of Microsoft Office products
• Hold a clean and current UK driving licence.

Desirable
• A formal qualification in Hospitality or Event Management
• Personal licence holder (or be willing to train)
• Current First aid certification (or be willing to train and use)
• Current food hygiene certification (or be willing to train)

DIMENSIONS AND SCOPE OF JOB

• The post involves some physical activity including prospective client tours of the facilities and lifting and carrying. The Lodge is split over several levels, many of which are not accessible other than by the stairs.
• Due to the nature of a hospitality/functions business frequent evening and weekend work can be expected.
• The post-holder may be required to undertake errands around the estate and to/from local businesses as well as attending meetings at other Trust venues, practical only by vehicle.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications

Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post Friday, 17th February 2023.

Seasonal Ranger

JOB PURPOSE

To combine responsibilities on nature conservation, visitor services, learning and community engagement to help deliver the objectives of the property and wider National Trust for Scotland.

Protect the natural & cultural landscape of the Mar Lodge Estate, and to communicate and promote the work of the Trust in this regard and in general through maintenance of the key features and infrastructure of the property, visitor engagement, education and interpretation. Working with the local community, and communities of interest, is an important element of this role.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Combine responsibilities across the following areas of work with direct implementation and by overseeing on a daily basis the work of others such as contractors and volunteers:

Visitor Services
● Engage with the public, resident and visitors, to ensure positive interactions with the Trust and the property, promoting the key elements of the estate and achieving membership recruitment.
● Work with local businesses and other partners to develop our offering to visitors and to develop and deliver an Events & Activities Programme aimed at increasing engagement with the heritage of the estate and positive visitor experiences.
● Assist with the maintenance and development of the visitor infrastructure and facilities on the estate, including the car parks and toilets at Linn of Dee and Linn of Quoich, and wider interpretation, leaflets, signage, etc.

Learning
● Work with partners, for example: local schools, colleges, community groups, etc., to develop learning opportunities consistent with the objectives of the Trust at the property.
● Work with educational institutions to support and undertake research that will assist in the planning and management of the property.

Community Engagement
● Communicate with local stakeholders, neighbouring landowners, local businesses, local/regional agencies, and others to increase understanding and awareness of their and our aims and develop collaborative working relationships/partnerships to help deliver our priorities.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

The above outlines the key functions of the post. In addition, either knowledge of, or experience in the following is required:

Qualifications

Essential
▪ Driving Licence, valid for driving within the UK.

Desirable
▪ Qualification in relevant land management disciple (eg countryside management, ecology)
▪ Current First Aid certification (or willingness to train and use).

Skills & Experience

Essential
▪ Experience of interacting with a wide range of staff, volunteers, visitors, educational groups, and other stakeholders.
▪ Working Knowledge of the Scottish Outdoor Access Code.
▪ Confidence to positively engage with visitors in potentially challenging situations.
▪ Ability to work both within a small team and individually, including lone working in remote areas.
▪ Excellent interpersonal skills, with an ability to build strong, professional relationships with a wide range of stakeholders.
▪ Demonstrable experience in a public-facing role, ideally within a countryside context.

Desirable
▪ Experience of one or more of the following areas of work: heritage or cultural studies; rural land management and nature conservation; community engagement and rural community development.
▪ Working knowledge of the uplands of Scotland and associated habitats and species and cultural heritage.
▪ Knowledge of ecological survey and monitoring methods.
▪ Experience of leading guided walks and managing groups such as volunteer work parties.
▪ Confident in engaging with visitors about the value and importance of National Trust for Scotland membership.
▪ Competent user of Microsoft Office software.
▪ A good working knowledge of social media and digital communications tools.

DIMENSIONS AND SCOPE OF JOB

Scale
⬧ 29,000 ha of land
⬧ Britain’s largest National Nature Reserve
⬧ Numerous designations including National Park, SAC, SPA, Ramsar and SSSI
⬧ Significant built heritage including Mar Lodge, stable block offices, Derry Lodge plus 2 holiday cottages, workshop, biomass plant, 6 staff houses and 4 redundant buildings
⬧ At least 100,000 visitors per year
⬧ 200 miles of footpath
⬧ 7 scheduled ancient monument sites plus numerous other archaeological sites

People Management
⬧ Building and maintaining relations with a wide range of internal and external stakeholders.
⬧ Working closely with specialist Trust staff (e.g. nature conservation advisors) based at local and central support bases to ensure Trust policies and standards are implemented.
⬧ Management of volunteers
⬧ The role is one which the duties/responsibilities/accountabilities require staff to become a member of the Protection of Vulnerable Groups (PVG) scheme.
⬧ Working hours will include some evenings and weekends.

Finance Management
⬧ Not a budget holder but will be expected to take responsibility for effective management of Trust resources in allocated areas. The post-holder will be expected to work towards a sustainable financial future for the property and work within approved budgets, in line with the Trusts financial policies and procedures under the supervision of the Estate Manager.

Tools / equipment / systems
⬧ Will be a frequent user of machinery, tools and equipment subject to appropriate training as required.

Additional Information
⬧ For more information about the National Trust for Scotland’s manifesto and values, visit our website at www.nts.org.uk.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications
Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post on 17th February 2023.

Estate Worker

JOB PURPOSE

As part of the Estate team you will be responsible for the maintenance and upkeep of the Estate in accordance with the Mar Lodge Estate management plan. To deliver all aspects of ground, building and plant/machinery maintenance at Mar Lodge Estate to a high standard. In addition, actively participate in management of the estate woodlands, tracks and footpaths. To be the public face of the National Trust for Scotland whilst working on the ground.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Undertake ground maintenance to maintain the policies and garden areas to include grass cutting, fencing, spraying, track and footpath maintenance.

• Undertake building maintenance to maintain Mar Lodge, short term holiday lets, residential and commercial buildings in excellent condition to include plumbing, joinery, painting and decorating. Also carry out maintenance work to office/yard areas.

• Biomass plant upkeep and maintenance including: ensuring the smooth running of the heating system, year round monitoring of the woodchip levels, woodchip management, daily monitoring of the boiler and efficiency.

• Assist in the servicing/repair of plant/machinery

• Attending to any administrative needs of the job (e.g. health and safety documents, HAV forms) in a timely and efficient manner.

• Participate in ‘on-call’ rota for weekend cover if required. Pro rata, per annum

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Qualification at HNC level or equivalent in a land or trade based subject or significant equivalent practical experience;
 Full driving licence valid for driving in the UK
 Operator’s certificate for agricultural tractors
• Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust;
 Good organisational and time-management skills – including the ability to prioritise work where necessary;
 Eye for detail and finish, quality standard and best practice.

Desirable
 Operator’s certificates for basic chainsaw operations
 Driving Licence Category E or equivalent (towing trailers)
 Operator’s certificates for 180 and 360 diggers;
 Operators certificate for telehandler and timber crane/forwarding unit;
 IPAF MEWP certification;
 PASMA or equivalent qualification in the safe assembly and use of tower scaffolding;
 Operator’s certificate for Sit in ATVs, regular steer;
 Current first aid certificate

Knowledge/ Experience

Essential
 Knowledge and understanding of upland estate management
 A sound knowledge of good environmental practices when carrying out work.
 Relevant practical experience in Estate work or building maintenance;
 Good organisational and time-management skills – including the ability to prioritise work where necessary.
 Practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes;

Desirable

 Demonstrable knowledge of vehicle and machinery operation and maintenance for e.g. off road vehicles, tractors, ATV’s, forestry winches, firewood processors, tractor mounted implements, chainsaws and brush cutters;

DIMENSIONS AND SCOPE OF JOB

Scale
 29,000 ha of land
 Britain’s largest National Nature Reserve
 Numerous designations including National Park, SAC, SPA, Ramsar and SSSI
 Significant built heritage including Mar Lodge, stable block offices, Derry Lodge plus 2 holiday cottages, workshop, biomass plant, 6 staff houses and 4 redundant buildings
 200 miles of footpath

People Management
 No direct line management, but working alongside or assisting the supervision of ‘work parties’ (of staff/volunteers) when required;
 Will have regular (daily) interaction with members of the public of all ages and abilities;
 Will have frequent interaction with suppliers and contractors.

Finance Management
 Not a budget holder.

Tools / equipment / systems
 Will be a frequent user of driven vehicle (if appropriately qualified) including: tractors ( with trailers and PTO implements ) timber forwarding equipment, 360 diggers, ride on rollers, ATV’s ( tracked and wheeled ) telehandler and other off road vehicles.
 Will be a frequent user of powered tool (if appropriately qualified) such as chainsaws, brush cutters, generators, drills, stone cutters, mowers etc.
 Will be a frequent user of tractor mounted (if appropriately qualified) equipment including; mowers, winches, firewood processors, snow ploughs etc.
 Will be a frequent user of hand-tools such as spades, mells, pinch bars etc.

Additional Information
⬧ For more information about the National Trust for Scotland’s manifesto and values, visit our website at www.nts.org.uk.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications
Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post on 17th February 2023.

Visitor Services Supervisor – Food and Beverage

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, cheerful, and talkative individuals to join our amazing Food and Beverage team. We would love to hear from people who have previous catering experience with some supervision/coaching of team members in any sector, who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in coaching our team to provide our guests with the best possible service in whichever food outlet they have chosen to visit and helping our visitors to create wonderful memories. The role is varied and there will be days when you are reviewing all the health and safety standards or training new team members, but there will also be days where you may be creating the best barista coffee, making up a sandwich or serving a refreshing ice cream. Whatever you are doing you’ll help us maximize all charity income opportunities through excellent customer service, product knowledge and taking pride in everything we do.

KEY RESPONSIBILITIES

• Assisting the Visitor Services Manager – Catering in fulfilling a standard in all areas of Food Hygiene and Health & Safety within the context of the catering operation.
• Undertake the induction/ongoing training of staff on all front-of-house procedures, customer care and equipment cleaning.
• Provide support to the Visitor Services Manager – Catering & Hospitality by ensuring; daily and weekly record keeping; stock ordering and maintenance of associated records; waste management and development of staff rotas.
• Undertaking duty management when required.
• Cash reconciliation
• Deputising for the Visitor Services Manager – Catering & Hospitality when required.
• Delivering a high standard of customer service.
• A leader within a team and taking a proactive approach to problems.
• Ensuring health and welfare of property staff, volunteers, and visitors.

Department specific – catering
• To assist with catering preparation, cooking and presentation of food to the standards required by the Trust for a facility with estimated annual income target more than £300K.
• To be the lead in customer service within the Catering and Hospitality team
• To ensure that the location meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens.
• To conduct Food Safety and Health and Safety Risk Assessments and ensure that all standards and procedures with regards to Hygiene and Safety are established and maintained in line with the Food Safety Management Plan.
• Accountable for stock levels and making key decisions about stock control.
• Responsible for analysing sales figures and forecasting future sales.
• Adhering to the sale of alcohol legislation, being a Premises Manager.

Your role is one for which the duties/responsibilities/accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

SCOPE OF JOB

• Primarily based in Brodie Castle and Playful Garden but will involve working across all departments includes weekend and evening working and helping with events.
• Brodie Castle is set in a 75 acre “policies” estate of mature trees, avenues, and mixed woodlands with a man-made lake.
• The estate contains a significant designed landscape, commercial forestry, amenity woodland and formal gardens as well as agricultural land and a satellite site – Boath Doocot.
• There are two separate retail outlets within the site situated within the Castle and the Playful Garden.
• There are two separate catering outlets within the site within the Castle and Playful Garden, with 2 additional mobile catering outlets.
• Onsite there are 3 holiday cottages sleeping 2, 4 and 6 guests, and the Lairds Apartment luxury holiday let with 7 bedrooms accommodating 14 guests.
• The Estate is well known for large scale visitor events as well as weddings and wider hospitality and corporate functions.

People Management
• The post-holder is not a line manager but will assist in the supervisory and leadership role within the Food and Beverage team
• Will work closely with property colleagues and other specialist advisory colleagues

Finance Management
• Not a budget holder but will be expected to take responsibility for effective management of the Catering Operation at Brodie Castle
• Daily/Weekly cash reconciliation.

Tools / equipment / systems
• Access to desktop PC and relevant IT systems, i.e. standard NTS management systems including Intranet, T: Drive, EPOS.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Qualifications

Essential
 NVQ3/BTEC/City & Guilds/HND or equivalent experience.
 Ability to work ‘hands-on’ – including in the kitchen/retail and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
 Experience in a catering and sales environment.

Experience
Essential
 Have direct experience of managing multi-strand visitor/commercial services in a heritage or tourist-attraction context.
 Possess excellent communication skills (written and oral)
 Computer literacy with excellent ability on MS software.
 Excellent leadership and influencing skills.
 Understanding of report writing and financial management.
 Good time management and organisation skills.
 Ability to lead a busy and diverse environment in a supervisory role
 Experience with cash handling/working with financial data.
 Ability to be proactive and to take initiative.

Desirable
 Current First Aid certification (or willingness to train and use).
 Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License; (or willingness to train and use);
 Intermediate Food Hygiene Certificate or above (or willingness to train and use);

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications
Interested applicants should forward a completed application form to People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e. 10.00am) on 24th Feb 2023. Interviews are likely to be held at Brodie Castle.

Visitor Services Supervisor – Food and Beverage

JOB PURPOSE

To provide operational coordination and supervision of catering, visitor services, and events in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and are crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the cafe and environs to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, catering and events (including ordering).
 Line management of Visitor Services Assistants.
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
Responsible for day to day financial administration at the property, including:
 Ensuring the completion of Cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of the banking and all cash handling processes.
Supporting the Visitor Services / Operations Manager with:
 recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets;

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.
 Baking skills.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the catering budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
 Supervise daily café till operations and perform end-of-day income reconciliation.
 Assist the Visitor Services Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped kitchen.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications
Interested applicants should forward a completed application form by email via workforus@nts.org.uk by 17th February 2023.

Visitor Services Supervisor – Food and Beverage

JOB PURPOSE

To provide operational coordination and supervision of catering, visitor services, and events in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and are crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the cafe and environs to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, catering and events (including ordering).
 Line management of Visitor Services Assistants.
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Ticketing & membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
Responsible for day to day financial administration at the property, including:
 Ensuring the completion of cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of the banking and all cash handling processes.
Supporting the Visitor Services / Operations Manager with:
 Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products,
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.
 Baking skills.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the catering budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
 Supervise daily café till operations and perform end-of-day income reconciliation.
 Assist the Visitor Services Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped kitchen.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications
Interested applicants should forward a completed application form by email via workforus@nts.org.uk by 17th February 2023.

CRM Manager

THE ROLE OF OUR CHARITY

National Trust for Scotland is a charity founded in 1931 to promote access and protection of Scotland’s natural and cultural heritage that’s in our care. Our vision is simple: Nature, Beauty and Heritage, for everyone.

Our work ranges from managing castles to coastlines, art to architecture, wildlife to wilderness, for everyone to experience today and in the future.

Under the Trust’s ten-year strategy, by our centenary in 2031, we want to be carbon neutral, making a significant contribution to how Scotland faces up to climate change. We are also committed to providing ways for everyone to experience wellbeing in our beautiful places, as well as bringing families and friends together in safe and meaningful ways to enjoy our heritage and create long lasting memories.

We are the largest membership organisation in Scotland and our charity receives support from 2,500 volunteers, over 320,000 members and thousands of visitors and donors. Our charity provides employment and skills development to over 1,500 people across Scotland.

As well as being driven by our purpose we are also guided by our Values: Brave, Caring, Inclusive, Vibrant and Curious. Standing up and being counted matters to us, as does supporting each other, including everyone, being engaging and always looking for new ways to achieve our mission.

THE CUSTOMER & CAUSE DIRECTORATE

A key directorate at the Trust is Customer & Cause which comprises a team of circa 40 people, supported by a strong set of external agency partners.

We are here to inspire more people to visit, join and donate to the Trust. We do this by managing marketing, communications, digital, membership and fundraising activity for the charity.

We are proud to look after over 320,000 members who help support our vital conservation work as well as experience the best of Scotland by being a member of the Trust.

The directorate works closely with our regional colleagues at our properties and outdoor places to support them in their activities. This work includes ensuring that the uniqueness of each place is well communicated as well as being presented in the context of the wider Trust brand and messaging.

The directorate is formally based at the Trust’s HQ in Edinburgh but the nature of most of our roles lend themselves to working flexibly in terms of location and we adopt a hybrid working approach.

THE TEAM SPECIFIC TO THE ROLE

The Membership Team is one of the four teams in the Customer & Cause directorate: Membership, Marketing, Fundraising and Communications.

The Membership Team manages the recruitment of new members, maximising engagement and connection that members have with our cause and ensuring that members remain with us and have a long-term relationship with our charity. The Team is keen to inspire members to increasingly deepen their relationship with the Trust by continuing to contribute via membership, make additional donations, signing up to be a volunteer, or helping to support us in other ways.

Naturally this role will involve close working with digital product experts and technical colleagues in IT and our colleagues in finance to manage our CRM system and the interconnections it has to other systems across out networks.

PURPOSE OF THE ROLE

Supporters’ data management is an essential part of how the Trust maintains and services relationships, encouraging future support and providing insights that support strategic development and prioritisation of opportunities. The role is responsible for the Customer Relationship Management system (Microsoft Dynamics) and that data held within it. The role must ensure strong controls and governance of data are in place, as well as maximising data quality to aid data analytics. The role has operational management of the system and will work with our third-party developers (DXC) to fix bugs and develop system advancements in line with user requirements. The role supports the servicing and growth of membership and fundraising and will provide advice and support to other departments across the Trust on data usage.
It should be noted that this role is a fixed term contract due to an upcoming project to upgrade our current system and provide new features with the view that this role will be made permanent. In the meantime, limited development to advance our current system will be made whilst we work towards development and implementation of a new Dynamics vertical. This role would be involved in this new project.

CRM MANAGER JOB DESCRIPTION

• Data Plan – Lead on a clear plan for how the Charity can maximise the way it collects, understands and uses data across it membership and fundraising operations and at times, other departments at the Trust.

• Data Management – Day-to-day management of the CRM ensuring there are agreed policies and processes in place for its use and will act as the system controller, working with the DPO and data users to ensure data compliance at all times.

• Maximisation of data gathering – Responsible for enhancing the ways in which we gather data from our visitors, members and donors and will provide advice and support on new data points for collection ensuring all data can be effectively stored within the CRM.

• Platform development – Working with internal stakeholders, you will be an advisory for the data implications of enhancements to supporter journeys or product development and will be able to brief in requirements to our IT team for developments to enable these enhancements to land, should they impact CRM.

• Wider systems considerations – You will manage the integration between CRM and other organisational systems such as EPOS (property till system) and F&O (finance system) ensuring that integration is effective

• System fixes and upgrades – You will manage periodic testing programmes for upgrades of our CRM and coordinate the testing approach and will be responsible for managing our fix jobs and prioritising our third-party developers job list.

• Training materials and events – You will keep training materials and user guides up to date for matters and will support colleagues with their training needs.

• Data imports and exports – You will be responsible for ensuring consistent practice for data pulls and reporting. Where we are required to share data with third parties, such as a fulfilment agency, you will ensure we have the best technical solution in place to achieve this task and minimise data security issues.

Key Skills/Experience:
• Extensive experience in data management and processes
• An understanding of data architecture and end to end data flows
• Ability to explain technical specifications to non – technical users
• Strong experience of using a CRM system, ideally Microsoft Dynamics
• Previous experience of bug fixes and integration between systems
• Detail-orientated but be able to recognise big picture and the impact change might make to various integrations and data points.
• Ability to manage multiple projects and changing priorities, multi-tasking, working under pressure to strict deadlines and problem solving
• Experience of working with IT , tech providers and developers and have the ability to communicate requirements in a meaningful way
• Experienced Microsoft Dynamics Power BI / data warehouse platforms
• Strong analytical skills and experience of working with large volumes of data
• Creative thinker with a track record in defining and delivering solutions to business problems
• Advanced Excel skills
Desirable
• A demonstrable interest in Scotland’s heritage
• Experience working with third sector organisations
• System change management and new implementation of systems

ORGANOGRAM

Applications
To Apply for this role, please contact Aimee Ryder at Eden Scott – aimee.ryder@edenscott.com

IT Cloud Infrastructure Engineer

PURPOSE OF THE ROLE

A senior IT role to support the on-going identification, set-up and delivery of the required services and support processes needed to maintain the Trust’s Microsoft Azure cloud environment

The successful candidate will be a highly skilled and seasoned infrastructure engineer who has strong expertise across a range of infrastructure platforms, primarily Microsoft server environment, Azure, M365, Hyper-V, System Center, SAN, firewalls. The role will involve supporting an environment across multiple locations/workstations spanning Head Office, DR sites, satellite offices/sites and field-based users.

Security and compliance best practice methods ensuring governance of the organisation is developed and maintained is a key component of the role. Actively engaging with key stakeholders and clients within the organisation is required within the role to continually assess, improve, and develop the organisations IT solutions. A self-starter that enjoys working on challenging projects delivering to a high standard within an evolving organisation. You must be eager to further develop your skills and work on cutting edge Microsoft technologies.

KEY RESPONSIBILITIES

1. Responsible for the Trust’s Microsoft Azure environment from both an infrastructure and application context.
2. To deliver day to day support tasks incl; security /threat protection and set-up of new cloud services.
3. To support the on-going knowledge transfer to the wider IT team of the support processes needed to maintain the Trust’s Microsoft Azure cloud environment
4. To ensure that all remaining on-premises email is migrated to M365, migrate Trust file servers to SharePoint and continue the implementation of M365 technologies such as Endpoint.
5. Support the IT Manager for Projects in the training of end users on SharePoint and OneDrive.
6. To deliver the implementation and knowledge transfer of any new cloud services, e.g. HA, DR, scaling, performance management. Setting up replication between Azure Regions for Business Continuity
7. To deliver the ability to troubleshoot as required cloud environments using monitoring and logging tools.
8. To create, execute and document any necessary testing to ensure that the cloud infrastructure design / technical environment meets security, resilience, and performance requirements (technical and functional)
9. To ensure the data protection of all corporate devices and the access security required to support this e.g., Multifactor Authentication.
10. To adhere to Trust IT change management and other relevant governance processes
11. Being able to influence key stakeholders and put forward compelling rationale to support architectural or technical decisions
12. To advise as required on License Management

SCOPE OF ROLE

People Management

Deputise for the IT Infrastructure as and when required

Financial Management

Occasional need to support the management of operational budgets and the creation of business cases to support and justify major investments in the platform(s)

SKILLS, EXPERIENCE & KNOWLEDGE
The role involves working on a range of interesting and technically challenging projects as well as the running and maintenance of the network and infrastructure. To be considered for this position you should possess the following skills and experience.

Essential

• Demonstrated experience with Microsoft Active Directory, Azure AD, M365 and associated technologies.
• Cloud migration – moving both services and associated data from On-Prem to Azure/M365
• Understanding of end-to-end cloud infrastructure solutions and the relevant application overlays
• Good understanding of overall cloud infrastructure delivery lifecycle, supporting methodologies and processes
• Preferably educated to degree level in IT related discipline, however, an HNC/D with relevant experience will be considered. Any relevant MCP/MCSA qualification is desirable; ITIL v3 foundation is desirable.
• Familiarity of scripting and automation technologies, such as Terraform and Ansible.
• Previous experience within an Infrastructure Engineer / 3rd Line Support role – Ideally at least 5 to 8 years’ experience within similar roles
• Good customer service skills and the ability to communicate concisely with users at all levels.
• Good team player with excellent interpersonal and report writing skills and must be able to prioritise issues in a timely manner.
• Resourceful, resilient and ability to take ownership/responsibility for all project management.

Desirable

• Azure Certification: Solutions Architecture and Security
• Knowledge of Microsoft Dynamics Finance Operations and Customer Engagement
• Experience of project delivery with a “DevOps” approach
• Knowledge of business change methods and techniques
• Knowledge and experience of Microsoft’s Power Platform
• Networking experience (CISCO CCNA)
• Application packaging experience
• General understanding of the heritage environment, and the challenges and opportunities of the charity /” not for profit” sector.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.
 

Applications

Interested applicants should forward their CV to Josh Ryder at Head Resourcing jryder@headresourcing.com by 3rd March 2023

Applications Manager

PURPOSE OF THE ROLE

A senior management role responsible for leading the IT Application support requirements for the National Trust for Scotland. The core responsibility of this role is to lead virtual functional teams, system analysts and 3rd party partners to enable the delivery of application change and to ensure that service support and service delivery processes are in place for the effective support of key enterprise SAAS solution’s – ERP, CRM & HR systems. Be accountable for the quality of IT services and use excellent communication and influencing skills to drive internal, outsourced, and third-party service partners to deliver high performant and cost-efficient solutions.

Key Responsibilities:

1. Responsible for all application management across the NTS estate, with particular focus on Microsoft Dynamics 365 Operations – Finance Operations, Customer Engagement and HR applications.
2. To support the introduction of new applications, new capabilities, and updates across 365 Operations, Microsoft Power Platform and HR solutions.
3. Responsible for ensuring all SAAS applications are delivered to business needs and service levels.
4. Responsible for the Microsoft Dynamics estate and the delivery of business change and system enhancements.
5. To own and develop the strategy and approach for application testing across the Trust.
6. To develop the capability to monitor and report on KPI’s and SLA’s and make recommendations for improvements.
7. To work with 3rd Party partners to ensure services are delivered in-line with agreed service levels.
8. To ensure that the appropriate IT Management processes are in place for application support, they are documented, followed, and reviewed.
9. Work with 3rd party partners to perform software upgrades to an agreed schedule avoiding usage of EOL products.
10. Enable process improvement and future system design through the development of clear working practices for requirements gathering and solution scoping.

The current duties of this job do require a criminal record (Basic/Non-Updated Disclosure Scotland) check to be carried out.

SCOPE OF ROLE

People Management

It is anticipated that this role will have future people management responsibilities pending the appointment of a Technology Director and the outcome of discussions on the permanent structure of the ICT department.

 
Financial Management

Management responsibility for overseeing operational and capex budgets for Applications and the creation of business cases to support and justify major investments as required.

Skills, experience, and knowledge:

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential

• A proven background IT Application management.
• The candidate will be expected to demonstrate extensive expertise for both Microsoft CRM & ERP application support, development, testing and project delivery.
• Experience of testing and deploying Microsoft Cloud upgrades.
• Excellent technical understanding of Microsoft Dynamics Cloud Finance & Operations, Customer Engagement and Business Intelligence Modules.
• Experience of managing outsourced application support services, contractors, and 3rd party providers.
• Excellent stakeholder management, influencing and negotiation skills.
• Excellent planning and organisational skills with experience of working in an agile environment
• Strong communication skills both combined with the ability to write clear & concise interpretations of complex sets of data.
• Excellent self-motivation and interpersonal skills, with the ability to develop relationships across professional and organisational boundaries and encourage participation and knowledge sharing with other stakeholders.
• Must be comfortable working closely with all levels of staff members and senior management.
• Experience of maintaining application support documentation
• Has a “get on and get the job done” attitude
• Familiarity with GDPR data protection & regulations

Desirable

• ITIL Foundation and/or other Project Management Qualification
• Knowledge of EPoS systems
• Knowledge of business change methods and techniques
• Experience of transition projects with a “DevOps” approach

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications

Interested applicants should forward their CVs to Josh Ryder at Head Resourcing at the following address: jryder@headresourcing.com by COB 3rd March 2023

Cook

We are recruiting for some Cooks to join our small, but friendly, team at the Pinewood Grill! There are no split shifts involved as normal working hours would be from 9am – 5pm. Suitable for a home cook, so, if you are a master in your own kitchen at home, you should consider this! Some availability at weekends and school holidays required. Training provided.

Staff Benefits:

Free Family Passes
Annual Bonus Scheme
Staff Discounts with hundreds of businesses (including major supermarkets) through My Staff Shop platform
Free Soup, Cake and Drinks Everyday
Great Staff Discounts Onsite (catering and retail)
Help Finding Local Accommodation
Free Admission to 100s of Scottish Attractions
Friendly & Fun Working Environment
Full Training Provided

Chocolate Shop & Lounge: Retail Assistants & Baristas

Full & Part Time Positions
Permanent, Year-Round Work
Pay above the Real Living Wage
Immediate Start

Would you like to work with a kind and supportive team of colleagues selling world-class chocolates in a beautiful shop? Or serve a delicious dessert menu in our unique Chocolate Lounge? If you enjoy variety in your work and like to develop new skills and capacities, this is a chance to become a part of a skilled team and Four-Star family business with a reputation for excellence.
We are hiring kind and service-orientated individuals to join our team. Personal qualities are more important than experience. The ideal candidates will enjoy meeting and serving a wide range of customers, have a friendly and inquisitive disposition, enjoy working as a team, and have an attitude of learning. Candidates must be content in a busy working environment keeping a positive attitude with colleagues and customers and giving attention to the personal details of excellent hospitality. The Chocolate Lounge offers a menu of gourmet Chocolates, Tasting Flights & Hot Chocolates, as well as home baked cakes and fine coffees & teas. The Chocolate & Gift Shops sell gourmet chocolates and elegant, unique gifts. A genuine interest in gourmet chocolate is essential as the focus is the award-winning chocolates of Iain Burnett Highland Chocolatier. Extensive training is provided.
You must be able to work weekends and flexibly to cover holidays. Applicants must live within daily travelling distance of Grandtully.

Please contact Rachel at: Iain Burnett Highland Chocolatier, Grandtully, between Aberfeldy & Pitlochry PH9 0PL. Tel. 01887 840775. Your CV, two references and a handwritten covering letter must accompany application.

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