Full Time

Operations Manager – Brodick Castle

Eden Scott is delighted to be working with the National Trust for Scotland, a charity established in 1931, to provide access and enjoyment to the properties, places and collections in its care. They also exist to protect what they look after for future generations to enjoy; and increasingly they are keen to act as a strong conservation voice for heritage and climate change response across Scotland.

An exciting opportunity has arisen to join the team at the Trust in the role of Operations Manager overseeing the significant and high profile NTS heritage property at Brodick Castle, situated on the stunning Isle of Arran.

Teeming with history and surrounded by mountains, Brodick is every inch the quintessential island castle. The present building was fashioned in 1844, but the seat dates back centuries to when its strategic position overlooking the Firth of Clyde made Brodick a fortress to be reckoned with. The castle was the ancient seat of the Dukes of Hamilton and contains a fabulous collection of valuable artefacts.

Indoors, dark wood, heavy Victorian colours and sporting trophies hark back to an age of aristocratic leisure and luxury. After two years of extensive works, the castle has reopened with an exciting new visitor experience, focusing on the fascinating stories of the people who lived here, and with interactive activities to bring the building to life.

Outdoors you’ll find a fantastic Isle Be Wild adventure play park as well as our new Silver Garden. The formal gardens, woodland, waterfalls, bathing pools and bold rhododendrons conjure up an island charm that will beguile children and adults alike.
This visible and senior management role will lead a significant team to deliver, develop and optimise property facilities and services to their members and visitors in line with the Trust’s core purpose, principles, priorities, rules, performance standards and in relation to:

• The Conservation of the property’s /content.
• Promotion of heritage related to the properties.
• Visitor enjoyment.
• Financial Sustainability.
• Staff and Volunteers.

Key responsibilities of the role:
• Property Planning – business and operational planning and the ongoing development of conservation management plans, with responsibility for annual business and operating plans.
• Visitor Services and Operational Standards – responsible for excellence and service quality across amenities and facilities, retailing, hospitality, food services and gardening, activities and interpretation and events.
• Enterprise and trading – business leader for the property, planning and delivering innovative product and sales opportunities.
• People Management – leads, coaches and mentors the property team.
• Promoting Heritage – leads property staff to develop and promote the properties use and potential as a life-long learning resource.
• Leading, Inspiring and Managing Change – leads and inspires the wider team, including property staff and volunteers through on-going activity.
• Matrix Management and Working – leads multi-disciplinary teams. These teams include retail, catering, rangers, hospitality and gardening with also regionally based personnel.
• Championing and Advocacy – stakeholder engagement to maintain positive and productive relations with local community, tourism, culture and heritage bodies and stakeholders.
• Marketing, Membership and Supporter Development – ensures business development and marketing of the property to maximise income generation.
• Financial Management & Compliance, Reporting and Management Information – responsible for budget preparation and control and works closely with the Business Manager to devise effective plans, objectives and solutions and monitor performance (financial, project delivery, initiatives).
• Health, Safety and the Environment.
• Strategic Development of the NTS – leads, champions and supports the strategic development of the Trust, through participation in national initiatives, projects and working group activity.
• Staff and Volunteer Leadership – Creating and maintaining a culture within the property that upholds the Trust’s ‘principles’ (Excellence, Accountability, Affordability, Integrity and Cooperation).
Key skills and experience required:
We are seeking a commercial individual with strong proven leadership and people management skills from a heritage, hospitality, tourism, retail background or similar.
• Direct experience of property / multi-site operational management where customer services and trading are primary features (e.g. retailing, hospitality, food, leisure).
• Knowledge of the Heritage sector would be a distinct advantage.
• Responsibility for combined operating revenue budgets of c.£1m per annum.
• Significant team management, mentoring, facilitating and coaching experience.
• Line management experience of staff groups in excess of 60, including supervisory staff.
• Demonstrable experience of managing Health and Safety in the workplace; formal training or personal development in this area desirable.
• Demonstrable experience of business development and business planning, notably: revenue development, partnerships and affinities, new trading, concept development, change management.
• Effective stakeholder management experience, notable examples: media, local government.
• Experience of responsibility for marketing and promotional planning and delivery, or participation in marketing and promotional initiatives – desirable.
• A full, clean driving licence for driving in the UK is essential.

This role offers an excellent competitive salary within a range of £43,050 – £47,667 plus car allowance £3,800 pa and significant company benefits.

Eden Scott is dealing exclusively with the Trust on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online clearly stating salary expectation or to sally.rae@edenscott.com and for an informal chat or to receive the full role information pack and job description please email or call Sally on 07776 662506.

Closing date for applications 5.00pm Friday 11th November 2022.

Head of Retail Operations

HEAD OF RETAIL OPERATIONS
Location: Edinburgh and some additional travel to other sites
Full Time permanent, working 37 hours per week
Salary: £35,000 – £40,000pa depending on experience.

Are you a retail professional from either the commercial or not for profit sector looking to make a difference? Work life balance is important, and we have a unique opportunity for you to work in a retail sector without the need to work late nights as well as significantly less weekends.

National Museums Scotland Enterprises Ltd are looking for an experienced Retail Leader, who will be responsible for the Retail Operations in all our stores as well as developing our E-Commerce business.
You will primarily be responsible for driving company growth through developing sales strategies and seeing these come to fruition whilst coaching and mentoring the shop teams to deliver a best-in-class service proposition.

We need an experienced leader who can support a change programme, implementing processes and procedures and delivering meaningful efficiencies.

What are we looking for?

To join us in this fast-paced role you will need to have the following:
– An outstanding track record in achieving sales and profit
– Excellent understanding of high street retail, including a demonstrable knowledge of what sells
– A flexible and pro-active attitude with the ability to adapt and implement change
– Strong short/long term planning skills with the ability to time manage and prioritise successfully.
– Must have relevant experience of leading teams and driving results whilst managing change.

For further details about the role and how to apply, please click HERE
At NMSE we value diversity and are committed to creating inclusive culture where everyone is able to be themselves to reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse workforce will help us deliver the best possible results for our Museum. Should you need any adjustments to the recruitments process at either application or interview please contact us

Customer Service Executive

Two exciting Customer Service Executive opportunities!

Here at IMD, we strive to deliver a truly positive and engaging customer experience throughout all the key touch points in the customer journey with us. As we continue to grow and expand our business, we have been looking at opportunities to enable us to further enhance and refine the customer experience, and we are delighted to now expand our Customer Experience team with the introduction of a brand-new and exciting opportunity.

We are therefore currently looking for passionate and engaging individuals, who have the customer experience at the heart and soul of what they do, to join our IMD family in this new capacity of Customer Service Executive on a permanent and full-time basis with two positions available.

As a Customer Service Executive, you will be the primary contact and provide best-in-class customer service across multiple facets of our business including all our ecommerce and trade sale customers, our Brand Homes department and managing general brand enquiries, providing timely and resolution focused support, escalating queries to the relevant person or department as required. It is therefore imperative that the successful candidate has the ability to build strong working relationships with key internal and external stakeholders. It is critical that the role holder acts as a brand representative at all times and has excellent written and verbal communication skills. In addition, having the ability to work autonomously and independently, delivering support in a timely and proactive manner is essential.

Given these are brand new opportunities at IMD, we are looking for candidates with a minimum of 2-3 years’ experience working in a similar customer service role to ours who will be part of this growth journey and would welcome their insight and creative suggestions to help us improve the overall customer experience. Ideally the successful candidate will have previous experience across both ecommerce and trade customers, in addition to having experience working within the whisky and spirits industry (desirable).

The role will be based at our office in Broxburn and will be offered on annualised hours working on a 5 from 7 day basis which over time will include weekend work. There may be potential for hybrid working in the future.

If this sounds like the right opportunity for you then we would love to hear from you! Please visit our recruitment portal where you can find out a bit more about this opportunity, and where you can then apply direct.

***no agency contact***

Brand Home Guide

Talisker Visitor Centre

Permanent –Part-time and Full-time Annualised Hours

Discounted shared accommodation – double room (subject to space availability)

About Us

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process.

Feel inspired? Then this may be the opportunity for you.

About the Role

This is an exciting opportunity to join the talented team at our Talisker Visitor Centre as a Brand Home Guide.
 
Being an integral part of the visitor centre team, as a Brand Home Guide, you’ll be required to deliver high standards of customer service and an exceptional and memorable visitor experience. Our tours are the opportunity for the public to learn who we are and what we do, you’ll be guiding them around our beautiful distillery representing the brand and Diageo using the full training provided.
 
You will assist with ticket sales and promoting our brand throughout the full experience. From warmly greeting our guests to providing advice and information on the offerings of our world-class visitor experience.

Our impressive whisky bar holds many of our products, therefore shop duties and upselling products will be required alongside the merchandising of our other products in the retail area.

You’ll help with the planning and implementation of special events throughout the year.

In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo. We would also be able to offer discounted shared accommodation at Talisker (limited spaces available).

Please note that roles are available on a full-time/part-time and permanent/6 month fixed-term contract basis and are comprised of annualised hours. This means that during peak tourist season you may work full-time hours (circa 38 hours per week) and accordingly will work fewer hours throughout the rest of the year e.g. November to March. Annual salary is paid in 12 equal monthly instalments.

About You

Brands like Guinness and Johnnie Walker were created by the leading entrepreneurs of their age.  And their spirit is alive in our business every single day and you’ll see this nowhere better than in our Talisker distillery. 

Here you won’t just stand on the shoulders of giants.  You’ll take what they created and make it even better for those who come after you.  It’s a career-defining responsibility.

We’re looking for people with character: driven, resilient and open-minded.  Are you passionate about customer service and a team player?  We certainly hope so!

We’re looking for someone who values the importance of working in a team and being able to build strong working relationships with customers as well.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

CHARACTER IS EVERYTHING

Primary Location: Talisker Visitor Centre

Area Visitor Services Manager

Job reference: REQ0442

Contract type: Permanent

Working pattern: This is a full-time vacancy, based on a 37 hour week. This will include an element of weekend working as part of planned duty rota

We’re a flexible employer and encourage applicants who wish to work a flexible working pattern to apply – all requests will be considered.

Nationality requirements

It’s essential you have the right to work in the UK before applying to work with us, as we’re currently unable to offer sponsorship.

You’ll also need to meet the requirements of the Civil Service Nationality Rules.

Disability Confident Scheme

If you apply under the Disability Confident Scheme, you’ll be invited for interview/assessment, so long as you meet any elements of ‘Experience’ or ‘Technical’ marked as essential and can demonstrate the relevant Behaviours set out in the Success Profile.

About the team

Forestry and Land Scotland (FLS) is an agency of the Scottish Government and we manage Scotland’s Forests and Land on behalf of the Scottish Ministers and the people of Scotland.

We are a major provider of outdoor recreation opportunities across Scotland including a wide-ranging portfolio of visitor destinations including six Forest Parks. The work we do makes a significant contribution to the local and national visitor economy as well as ensuring our national forests deliver a wide range of social benefits.

The Visitor Services (VS) Team is responsible for the development and delivery of a high quality visitor experience across the forest estate. This includes; planning and managing recreation opportunities, engaging with visitors, facilitating events, facilitating education and learning, working with partners & tenants, dealing with enquiries and engaging with communities.

South Region

Our region is diverse and comprises Tweed Valley & Galloway Forest Parks, Galloway Dark Sky Park, all of the 7stanes Mountain Bike centres, the Galloway & Southern Ayrshire Biosphere and a land reclamation programme in the East Ayrshire coal area. It is an extremely busy and dynamic Region to live and work in.

Central Region

The region covers 92,000ha of forests, stretching from the Atlantic oak woodlands on Cowal in the West, across Loch Lomond and Trossachs National Park to the recreational pinewoods of Fife, and includes lowland raised bogs and former coal sites within the southern central belt area. The VS team manage public access and safety across the geographically diverse holding including 112 managed trails 1 visitor centre and 40 urban woodlands that support the mental and physical wellbeing of over 2.6 million visitors annually.

What you will do

The Area Visitor Services Manager (AVSM) posts will be responsible for delegated sites across their region of deployment. Travel throughout the region and beyond will occasionally be required. Occasional overnight stays are likely to be necessary. Occasional weekend and evening work will be part of this role.

The key responsibility of the AVSM role is to plan, manage, develop and promote high quality, safe visitor experiences within your delegated area of Scotland’s national forests.

You will help ensure that the facilities are maintained to a high standard to achieve and maintain a high quality visitor experience, through the oversight of regular inspections and the management of the facility maintenance programme which you will lead on developing.

Much of the workload of the Visitor Service Team is about managing across teams. Your ability to communicate well, negotiate and organise yourself and others will be vital. Part of the role is to encourage new audiences to our sites across the forest estate, working with neighbours, groups and communities to enhance visitor experience.

The visitor service team is in a process of reintegrating with other parts of the organisation. This means that you will have to be comfortable building relationships in order to create and manage new and existing processes in collaboration with other teams locally and at a National level.

The role will include regular weekend working as part of a planned duty rota along with occasional evening and public holiday working.

South Region

The role will be based in the heart of Galloway managing a range of sites including; Kirroughtree, Glentrool, Clatteringshaws, Otterpool plus Raiders Road and Carrick Forest Drives. You will manage a small team and work in partnership FLS colleagues to ensure that visitors to the region have a high quality and safe experience. A key part of the role will include managing our tenant and leaseholder relationships.

Central Region

Working with a small team, you will manage a diverse range of sites. This includes Ardentinny, Puch’s Glen, Loch Ard along with sites on East Loch Lomond. You will work with colleagues to provide a high quality, 7 day, visitor experience, in a safe and cost effective way. You will also build working relationships with partners to develop and oversee visitor engagement and infrastructure projects.

Main duties

Visitor Facilities Management

Work with colleagues to provide a high quality visitor experience, in a safe and cost effective way:

Specify and monitor routine safety checks for your sites; support colleagues as necessary to carry out these checks.
Specify and monitor routine maintenance work for your sites; liaise with colleagues to support standards.
Specify project work for your sites to maintain and develop high quality recreation facilities: create work plans as needed and work closely with delivery colleagues to get this work done.
Directly manage buildings in your area as agreed with line manager.
Work with the Regional Visitor Services Manager, Commercial Recreation Manager and Area Land Agent to manage recreation leases in your area.
Work with other Area VS Managers to create a regional standard across all areas of delivery.
Monitor expenditure and income throughout the year, flagging up issues to the regional Visitor Services Manager. Provide a quarterly report in advance of the business monitoring review.
Facilitate recreation-related events via the permissions system, following FLS guidance.

Visitor Experience Planning

With support from the Regional Visitor Services Manager and national staff, use visitor experience planning to ensure your sites continue to improve and evolve, to effectively meet Scottish Government objectives and the needs of our target audiences:

Complete an annual visitor experience planning exercise for each of your sites and review the trail portfolio analysis. Prioritise key sites to inform the business planning process.
Monitor and act on visitor data for your destinations, through site counters, visitor studies, digital channels etc.
Work with our landscape architects, civil engineers and delivery colleagues to specify, design and cost work needed.
Assist the Regional Visitor Services Manager in building work programme for the South Region.
Input proactively and positively to the Land Management Plan reviews and revisions, representing visitor services interests. Take responsibility for VS actions required. Attend meetings as needed and discuss issues with Regional Visitor Services Manager.
Input proactively and positively to relevant sections of all Work Plans, representing visitor services interests. Attend meetings as needed and discuss issues with Regional Visitor Services Manager.

Staff Management

Lead your team in a positive and supportive way:

Manage your local visitor services staff by agreeing clear responsibilities and work programmes, in line with regional and national priorities.
Complete PMS reporting for staff and pass to confirming officer by end of September and April.
Promote a high level of customer focus and high standards of delivery amongst staff.
Monitor and support skills and knowledge development for staff, through coaching and access to training.
Develop opportunities to utilise the support of volunteers and ensure effective management arrangements are in place.

Representation, Communication and Team Working

Represent FLS and the work of the Visitor Services team in a positive and professional way:

Work positively and proactively with customers, stakeholders, communities, businesses and partners.
Represent FLS at community, business, partner and stakeholder meetings.
Deal promptly and helpfully with any enquiries and complaints.
Deputise for the Regional Visitor Services Manager as required.
Develop strong and positive relationships across the region and promote excellent internal communications.
Support local and national web editors by providing timely and accurate updates as needed.
Engage positively with regional duties e.g. fire duty.
Contribute to building a culture of one team with regional and national staff.

Projects, Opportunities and Innovation

Look for opportunities to develop and improve what we do, and how we do it:

Keep up to date with local, regional and national developments in tourism and recreation.
In line with national strategy and regional plans seek out new ideas, opportunities and projects to develop the business within your area: revenue opportunities, partnerships and enhanced experiences.
Develop ideas to improve our financial bottom-line.

Health & Safety, Wellbeing and Equality

Health & Safety, Wellbeing and Equality should be part of our normal working procedure and practice:

Promote a safety-first culture in all aspects of the role: a safe and healthy environment for visitors and staff, in line with corporate standards and industry best practice.
Use the lone worker safety system as appropriate.
Report all accidents and near misses via the SHE Assure system.
Check all VS site risk assessments and update as necessary.
Ensure appropriate checks are being carried out, and appropriate records are being kept for your sites.
Champion inclusive practice and consider equality issues in all visitor experience planning; seeking ways to ensure our visitor profile more closely matches the diverse make up of Scotland.
Challenge outdated thinking to improve both the service delivered to our customers, and the efficiency of our business.
Take responsibility for your own wellbeing, and seek support if needed.

Success Profile

The Success Profile below set outs the essential and desirable elements that make up the vacant position – you’ll be expected to demonstrate these element in your application and/or during your interview and/or assessment.

Experience

Essential:

Experience of managing recreation/visitor facilities in a public facing setting within the countryside/recreation/tourism sector to a high standard.
Budget management experience.
An ability to communicate and work effectively with a wide range of people.
Experience of working with a wide range of stakeholders.
Staff management or supervisory experience.

Desirable:

Experience of partnership working with communities.
Contract/ project management experience.
Experience of managing a visitor centre or similar.
Experience of revenue generation/commercial activity.
Experience of managing Outdoor Access and working knowledge of Land Reform Scotland Act.
Experience of revenue generation/commercial activity.
Knowledge of countryside and land management, with a commitment to learn more.

Technical

Essential:

Land based visitor services/tourism experience.
A full driving licence.
Competent in the use of IT and social media with a good working knowledge of Microsoft applications including Excel, Word and Outlook.

Desirable:

A degree or diploma in tourism, recreation management or equivalent.
Ability to use GIS or equivalent software, with a commitment to learn more.

Behaviours

On the application form you’ll find four free text boxes to provide your behaviour responses. Please note, you’re only required to provide evidence against the below behaviours on your application. This means that if less than four behaviours are noted, you can leave the relevant free text(s) box blank on your application.

Behaviour 1 and Lead Criteria: Managing a Quality Service

Behaviour 2: Communicating and Influencing

Behaviour 3: Working Together

Behaviour 4: Seeing the Big Picture

Strengths

You will not be assessed against this at application stage. However, this will be assessed if you are successful for interview.

Driving licence

This role requires you to have a full UK driving licence, however, we are willing to consider any proposals that would allow you to do the job by other means.

Travel

As this role involves working with colleagues across the region/Scotland, there will be regular travel involved which may include overnight stays away from home.

Travelling at times may also involve visits to remote locations, therefore there is a requirement for you to have a current driving licence that enables you to drive in the UK. However, we are willing to consider any proposals put forward from candidates that would allow you to travel between locations by other means.

What we offer you

If successful, you will be entitled to a wide range of benefits.

Additional information

We believe it’s important to create an inclusive and supportive work culture, and we welcome applications from everyone, regardless of background.

It’s important you complete the entire application form (where relevant) in sufficient detail – this will give you the best chance of being invited for interview and/or assessment. Where a vacancy attracts a higher number of applications, only ‘Behaviour 1 – lead criteria’ will be assessed at sift stage. However, it is still important that you complete the entire application form in sufficient detail, as there is no way of knowing that a vacancy will have a high number of applications.

Concerns about our recruitment

If you believe the Civil Service Recruitment Principles have been breached, you can submit a complaint to the Head of People and Organisational Development – they will assess compliance with the Principles, but will not review the decision(s) of the recruitment panel.

Further information

If you have any questions about the recruitment process, or require any adjustments, please email HR@forestryandland.gov.scot

Projects and Compliance Lead

An opportunity has arisen for a Projects and Compliance lead to work on a range of exciting capital projects at our Edinburgh Zoo and Highland Wildlife Park. In this varied role, you will help to plan, organise, develop and coordinate the property and estates elements of the project, ensuring all contractual information is in place to deliver a smooth, safe and coordinated project. This will involve varied opportunities to support in various processes at different stages of the projects, from start to completion. You’ll also have the opportunity to work for one of Scotland’s leading conservation charities, based at Edinburgh Zoo.

Permanent, full time, 37.5 hours per week

The role

Plan, organise, develop, and coordinate the Property & Estates elements of delegated capital projects at Edinburgh Zoo and Highland Wildlife Park, defining and developing and recommending appropriate actions in support of RZSS’ vision and mission, ensuring all contract information is in place to deliver a safe coordinated project.

Some of the things you’ll do

Lead on various stages of delegated P&E projects including the works being assessed, prepared, scheduled, and allocated.
Contribute to the development, implementation of systems and processes which ensure that projects being undertaken are aligned with other, planned works carried out by other areas of the service.
Provide effective guidance to assigned groups to identify and implement service improvements.
Contribute to and monitor P&E project budgets.
Tender project work when required in accordance with agreed standards, producing accurate tender documents to ensure projects can be priced to provide best value for budget.
Manage and co-ordinate the planned preventative maintenance and test and inspection programmes across both RZSS sites, including arranging contractor visits and supervising works whilst on site.
Manage and co-ordinate the work of sub-contractors, to ensure it is carried out according to agreed quality standards, budgets, and timescales.
What we’re looking for:

HNC in Construction Management or equivalent
Ability to work to parameters of Building Regulations
Understanding of basic principles of structural design, ability to work to design drawings
Excellent analytical skills, with the ability to interpret complex financial and performance information
Experience of implementing and working within, particularly from a client’s responsibly viewpoint, CDM 2015

Please see the role profile for further information on what the role involves and essential/desirable criteria.

Visitor Services Supervisor – Retail

This is a fantastic opportunity to work as part of the leadership team at our Visitor Centre in Glencoe National Nature Reserve, the gateway to this iconic mountain landscape which attracts millions of people from across the globe every year. As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place.

You will be responsible for the day-to-day operations at one of the National Trust for Scotland’s flagship shops. You will lead by example to deliver our quality standards and performance targets, ensuring we offer a fantastic experience to our visitors. You will supervise, coach and motivate your team to be the best they can be. You will also be part of a broader duty management team responsible for smooth and safe visitor services provision.

As well as creating an enjoyable retail experience, you will champion complementary income-streams like memberships, donations and catering. You will also inspire visitors with ideas for things to do here and share your enthusiasm for Glencoe’s stories and the work that their spending funds.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Retail operation

• Create eye-catching and enticing retail displays, maintaining high standards of presentation.
• Identify opportunities to increase revenue through upselling, cross-selling and add-on sales.
• Input into range planning and the development of our retail product offer.
• Be responsible for organised ‘back of house’ systems and all aspects of stock management, including deliveries, storage and stock-taking.

Visitor experience

• Offer exemplary customer service and ensure all members of the team do the same.
• Gather visitor feedback to help evaluate and shape our offer.
• Support ambitious property-wide targets for customer satisfaction, membership recruitment and donations to our charity.
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues as they arise and following our emergency procedures.
• Minimise our environmental impact through environmentally sustainable practices – especially energy use and waste disposal.
• Contribute photos, videos and story content for social media and marketing promotion.

People management

• Supervise the day-to-day activities of a team of permanent and seasonal Visitor Service Assistants (VSAs)
• Achieve excellence in staff performance with motivation and training, task-setting and coaching our staff on front and back-of-house routines.
• Contribute to the preparation of rotas, allocating staff and volunteer resources to meet business needs.

Finance Management

• Share responsibility for achieving a retail budget of around £750,000 sales per year.
• Monitor commercial performance and adjust activities to capitalise on income-generating opportunities.
• Supervise daily retail till operations and perform end-of-day financial reconciliation.

Performance indicators and targets:

• Visitor enjoyment – online reviews, mystery visits, customer surveys and feedback
• Staff and volunteer satisfaction – one to ones and surveys
• Financial performance – daily sales and monthly income & expenditure budgets
• Stock management – weekly reports and regular stocktakes

Tools / equipment / systems

• Access to laptop for online people management, training, financial monitoring and stock ordering systems.
• EPOS tills and chip and pin machines.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

• Qualification in retail management or supervisory experience in a busy shop environment
• Current UK driving license
• First Aid certification or willingness to be trained
• Personal license certification for alcohol sales (desirable, not essential)
• Visual merchandising skills
• People leadership skills
• Passion for exceptional customer service
• Confident communicator (spoken and written)
• Computer literate and familiar with Microsoft software
• Attention to detail and strong organisational skills.
• Ability to be proactive and to take initiative
• Understanding of and belief in the work of the National Trust for Scotland

People (HR) Manager

We are currently recruiting for a People Manager who will be responsible for the management and delivery of an effective people support service that aligns with DCA’s overall strategic aims and objectives.

The post holder will provide advice, guidance and support across the organisation in line with HR best practice to support managers and staff to develop their understanding and application of DCA’s people management policies and procedures. They will coordinate and support DCA recruitment campaigns; lead on the development and roll out of people policy and procedure and be the first point of contact for external people-related enquiries. In addition, the post holder will coordinate the monthly payroll and pension submission to our payroll provider.

We are committed to creating flexibility in the workplace, allowing staff to undertake a hybrid form of working, both at DCA and remotely.

Visitor Services Supervisor – Food and Beverage, Glenfinnan

An exciting opportunity has arisen to join the team at the Trust as Visitor Services Supervisor – Food and Beverage.
This is a fantastic opportunity to work as part of their leadership team at the iconic Glenfinnan Monument and its Visitor Centre, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at their popular Viaduct View and Monument View takeaway cafes. You will deliver their quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can supervise, coach and motivate their team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place. You will lead by example to produce an enticing Food & Beverage menu, to recommend and upsell their range, and to promote complementary income-streams like retail, memberships and donations. You’ll help answer visitors’ questions about things to do here and share their enthusiasm for Glenfinnan’s stories, the work we do and what their money is funding.
Key responsibilities of the role:

Catering operation
Lead with menu development and the preparation, cooking and presentation of a high-quality food and drink offer.
Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
Accountable for cost-effective stock management, ordering, storage and wastage control.
Visitor experience
Offer excellent customer service and ensure all members of the catering team do the same.
Support property-wide targets for completion of visitor surveys to understand more about their visitors.
Act as one of their duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
People management
Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
Prepare catering rotas and holiday allocation to meet business needs.
Work closely with specialist advisory colleagues, i.e. their Trust-wide Catering Development team.

Finance Management
Share responsibility for achieving an F&B budget of around £350,000 a year.
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 as a duty manager.
Assist the F&B Manager with menu costing and stock-taking.

Key skills and experience required:

‘Hands on’ working in a busy catering and sales environment, ideally in a visitor attraction setting or café.
Excellent leadership and influencing skills, supervising and supporting staff on a daily basis
Enthusiasm for preparing and serving high quality food and drink
Passion for and ability to demonstrate the exceptional customer service required of all staff
Confident communication skills (written and spoken)
Computer literacy and familiar with Microsoft software
Experience with cash handling, monitoring and interpreting financial data
Strong time management and organisation skills
Ability to be proactive and to take initiative
Understanding of and belief in the work of the National Trust for Scotland

This role offers an excellent competitive salary within a range of £24,252 – £25,877 per annum with significant company benefits.

Eden Scott are dealing exclusively with the Trust on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online or to sally.rae@edenscott.com and for an informal chat or to receive the full role information pack and job description please email or call Sally on 07776 662506.

ption please email or call Sally on 07776 662506.

Visitor Services Manager – Haddo House

An exciting opportunity has arisen to join the team at the Trust as Visitor Services Manager – Haddo House.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about their vision for the Future and what they do every day as a business: Bringing people together and giving them the greatest visitor experience.

Situated in wonderful parklands, Haddo House is an iconic historical landmark that has been part of the National Trust for Scotland since 1979. These days, Haddo House has established itself as the flagship venue of the Aberdeenshire North region.

Spread over four floors, Haddo House boasts one of the most impressive interiors in the area, with an incredibly rich & fascinating history. The flexible interior space making it idea for weddings, corporate hospitality, and events.

The property also comprises of; a large multi-use courtyard which houses the retail and catering areas, one of the best gardens in Aberdeenshire, as well as two function / events and conference spaces and a large events lawn.

This role will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision. The focus will be on delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximising key commercial, financial and development objectives, to ensure the property is property fully sustainable.

Key responsibilities of the role:

Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to;

Responsible for the line management of Visitor Service Supervisors and Visitor Services Assistants, within Haddo House.

Instil a Health & Safety culture across the property, ensuring the team work within the properties Risk Assessments to reduce risk of incidents and accidents to volunteers, employees and visitors.

Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;

Plan and deliver annual events and functions strategy with support of NE regional office and Visitor Service Supervisors.

Driving the visitor services experience to achieve financial targets, maximising income, and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.

Ensure the cornerstones of the National Trust for Scotland are achieved at every property namely, conservation, access and memorable visitor experiences for all guests.

You will ensure high standards of presentation at all times, you may have delegated tasks within other departments and you will understand and help deliver your overall properties business plan.

Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;

Key skills and experience required:

Have direct experience of managing multi-strand visitor/commercial services operation – ideally in a heritage or tourist-attraction or similar visitor context;

Have experience of building local community engagement

Stakeholder management skills

This role offers a competitive salary within a range £33,702 – £37,281 per annum with significant company benefits.

Closing date 10.00am Friday 11th November

Falkirk Hire Boats Technician/Engineer

Scottish Canals is an innovative, forward-thinking organisation dedicated to safeguarding a crucial part of Scotland’s heritage whilst stimulating business growth, job creation and income generation by helping to create stronger communities, attract new customers and income and working with and through empowered and motivated people.

We currently have an exciting opportunity for a Technician/Engineer to join our small but dynamic team. This role will ensure the holiday boat fleet is well maintained and repaired to the highest standard and always ensure provision of the highest level of customer service in all aspects of the customer’s journey. This will be split between servicing, diagnosing, and repairing all diesel boat engines, and covering operational duties and customer services on the bankside, such as handovers and customer familiarisation. Participation in the call out rota is required.

The holiday boats consist of 19 narrow beam canal boats, operated for 3 holiday hire companies. Our pace, personality and people make us amongst Scotland’s top visitor attractions. If you’re interested in tourism, travel, international visitors, events, boating and outdoor activities, then this could be the perfect job for you.

Main responsibilities include:

Maintain admin systems for the 19 boats to ensure the smooth running of departing and returning boats
Servicing and diagnostics of diesel engines
Be responsible for managing information from holiday boat companies
Be responsible for complying with all statutory regulations pertaining to operating the holiday boats
Support the Holiday Boat Marine Mechanic Team Leader and manager on a daily basis
Skills and experience required:
Qualified engineer/technician
Diagnose faults and repairs, working unsupervised
Self-motivated and able to work on own initiative
Excellent customer care skills
Experience of steering and propulsion systems, 12V and 240V systems
Welding, plumbing and painting experience advantageous
Full UK driving licence
The role is offered on a permanent, full-time basis. Scottish Canals also offers a generous annual leave entitlement along with enhanced company sick pay, discounted shopping vouchers, salary sacrifice tech-scheme and contributory pension scheme with a matched employer contribution of up to 10%.

Events and Experiences Coordinator

The role

To develop and organise a diverse portfolio of events and administer an engaging and innovative package of commercial RZSS Edinburgh Zoo experiences. Ensure commercial events & experiences are efficiently administered, monitored, evaluated & that they fit with the RZSS vision and mission.

Some of the things you’ll do:

Support Events & Experiences Manager and administer Edinburgh Zoo commercial events and experience programme, e.g. managing/delivering specific events such as photography workshops and birthday parties.
Leads the co-ordination of RZSS Keeper Experience programme.
Provide first-class customer service by ensuring our customers receive a personal, knowledgeable and positive level of service on a daily basis.
Develop efficient booking and administering techniques/systems to ensure the visitor journey is seamless, fluid and professional and in line with GDPR policies.
Assist with planning, reporting and delivery of larger events.
What we’re looking for:

Good achievement at Higher grade level (including English and Mathematics) or equivalent qualifications or experience.
Engaging customers empathetically to link or upsell our products.
Assertive communicator, confident in dealing with queries from internal & external sources.
Experience in event co-ordination
Please see the role profile for further information on what the role involves and essential/desirable criteria.

We offer a range of great benefits which can be found at www.rzss.org.uk/about-rzss/staff-benefits

« Previous Page