Full Time

WHO WE ARE
We’re a forward-looking People Department that supports our organisation’s Strategy through support for our volunteers (2300) and employees (800) – whether as individuals or as managers. Our organisation can seem complex since its workforce is deployed all across mainland- and island-Scotland, in all sorts of workplaces (from cottages to castles, mansions to mountains, gardens to great estates, tearooms, shops, offices – and everything in between), but our work aims to be fair and consistent no matter where and who our people are. We strive to make people processes simple and accessible so that our people can just “get on with the job”, but robust enough to give meaningful management information to help with strategic and tactical development and decision-making. Although the team is dispersed across the country, we enjoy connecting with each other for our work and for social activity: we take our work very seriously, but we like to have fun too.

JOB PURPOSE
This job works with colleagues across the Trust to enable improved performance of individuals and teams. You’ll work on projects across a spectrum of organisational development disciplines (learning & development, engagement, leadership and team development and change management) as well as managing recurring programmes of activity (e.g. the performance review process, the workforce effectiveness survey, managing training suppliers).

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Work with leaders across the Trust to understand their areas of work, diagnose organisational development issues, and work with them to create annual plans at a regional / departmental level to deliver improved performance.
• Work with leaders across the Trust to understand bespoke training needs and, where necessary, work with them and external suppliers to build new training interventions.
• Manage all training and development suppliers, LMS and learning tools, to ensure the Trust is able to deliver business-as-usual training.
• Facilitate internal team development and leadership development sessions, tweaking existing tools depending on the situation and – if required – working with the Lead Consultant to develop new ones.
• Manage the planning, roll-out, delivery and reporting of the workforce survey, and support leaders across the trust to implement action plans based on the results and build engagement.
• Review and update existing organisational development processes and toolkits (performance review process, leadership development tools, training provision, etc.), using customer feedback and external best-practice thinking to ensure our products are customer-focused and as effective as possible.
• Work with the Lead Consultant, and with external suppliers, to design and develop leadership development interventions and tools to support organisation-wide development.
• Work across the People function to align OD interventions and recommendations to business- as-usual People processes, and ensure tracking of all OD interventions and processes on the People System.
• Deliver ad hoc People projects to support improved business performance as and when required, which may include managing contractors or suppliers.
• Support leaders in organisational design and change management, using existing trust approaches and adapting these approaches where necessary to enable effective change processes.

How we would like you to achieve this
• We want you to work in a way that is wholly consistent with our stated organisational values and our Corporate Strategy, and our People Strategy, and to be overt in making links between the work you do and those values, so that stakeholders can easily recognize how our work is an essential contributor to the work of the Trust.
• We want you to be as participatory as possible at all levels within the organisation to hear, build-on, and guide suggestions “from the floor” that will move forward the level of service the OD team provides at an operational level and inform our thinking and progress at a strategic level too.
• We would like you to use your existing professional network and knowledge to keep us abreast of current thinking in the field.
• We like to be kept informed so it is important to us that you keep good records relating to your activity and be able to use this swiftly to produce meaningful management information that can inform our decision-making. You need to be entirely comfortable and confident with creating and delivering engaging reports, formal papers, presentations, and activities for different internal audiences (from front-line staff to director/CEO/board level, as well as for external stakeholders).

Who you will be working with
• You will be working within the People Department, reporting to the Head of Organisational Development.
• You will be expected to work cross-functionally within the People Department and across the wider organisation
• You will engage short-term employee resource, contractors, and suppliers to fulfil the differing needs of projects and programmes, and you will be expected to manage these on a “best value” basis.
• Please see the summary organisation charts at the end of this document.
 

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Significant experience of a People or HR consultancy role in a multi-site complex organisation, focused on a diverse range of organisational development / organisational effectiveness activities.
• Experience of leading others (including project teams) and influencing across organisational boundaries
• Experience of managing complex projects or programs of work with significant scale and impact.
• Experience of leading the development of new leadership development tools or products, along with knowledge of / expertise in using psychometric tools.
• Knowledge of, and experience in, designing, implementing and maintaining performance processes and approaches.
• Knowledge of, and experience in, managing LMS, LXP, learning tools.
• Experience of using people data (such as workforce survey or workforce planning data) to provide analysis and insight to senior leaders and developing action plans on the back of this.
• Ability to think and operate at both tactical and strategic levels; experience of working with, enabling (and challenging) senior leaders.
• Demonstrable practitioner experience of developing a wide range of organisational development support products (FAQs, scripts, online learning modules, tool-box talks etc).
• Highly proficient user of IT in general: word-processing, spreadsheets, presentations etc.
• Confidence and ‘presence’ to be a highly-visible and highly-effective team member within the Department, across the Trust, and to external stakeholders.

Desirable
• Post-graduate qualifications in business management (e.g. MBA) or HR / organisational development qualifications.
• British Psychological Society qualifications (Level A & B).

Just so you know…
The Trust has a set of Values we would ask you to work within, and these apply to everybody in the Trust irrespective of their role or job. You can find out more here: https://www.nts.org.uk/our-work/our-manifesto-and-values
This means we want you to have:
 The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary;
 The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone;
 An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view;
 A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

CONTEXT
The National Trust for Scotland is an independent charity set up in 1931 for the preservation and conservation of natural and human heritage that is significant to Scotland and the world.

The Trust has gone on to become Scotland’s largest membership organisation and a leader in conserving and promoting the nation’s treasured places and collections so that they can be enjoyed by present and future generations.

The Customer and Cause team exists to inspire visits to our places across Scotland, grow membership and drive donations to support our work. Within the Customer and Cause team sits marketing, fundraising, communications, content and design and supporter care.

PURPOSE OF THE ROLE

The wider purpose of the role is to support the interactions we have with our supporters ensuring that we build meaningful relationships with them through our excellent supporter care to encourage loyalty of support and in turn, generating the vital funds we require for the continuation of our charity’s work.

The specific purpose of the role is to provide excellent service and care to our many supporters, including but not limited to members, donors, and visitors. It’s your role to build strong relationships, offer great service and encourage future support, providing a positive experience of the National Trust for Scotland. As well as processing memberships and carrying out administrative tasks, you will be the first point of contact for general enquires for the organisation and It’s your responsibility to ensure that every interaction leaves our supporters, or prospective supporters, feeling thanked and valued and most importantly excited to continue or start their membership and support to the National Trust for Scotland.

KEY RESPONSIBILITIES

1. To deliver exceptional supporter care across multiple channels – In most cases you are the first line of enquiry either by telephone, email, social media, letter or occasionally face to face.
2. To be welcoming and helpful for people contacting our charity who may have a question or feedback.
3. You will present a professional and proactive approach to supporter retention and recruitment
4. You will respond to enquiries in a timely, considerate and caring manner adhering to our specified SLA’s
5. You’ll be expected to know the Trust’s activities, products and policies and be able to communicate them confidently to our visitors, members and donors.
6. You will be expected to manage customer data in accordance with GDPR and PECR regulations and be proactive in ensuring data is up to date and accurate
7. Provide support to the Supporter Care Manager, CRM manager and other internal departments with time-critical, data sensitive tasks.
8. You will ensure all interactions with supporters are logged in the CRM system and where appropriate passed on to the relevant department(s).
9. You will take payments from supporters either using an online payment system via the phone or by processing cheques. As well as managing refund requests and payment enquires.
10. You will be expected to take responsibility for enquiries and complaints raised by supporters and proactively seek satisfactory and timely resolutions.
11. You will be responsible for administration tasks to service supporter relationships including processing memberships, gift aid, direct debits, data cleaning and consents
12. You will be involved in various system testing ensuring that they are fit for purpose.
13. You will be proactive in process improvement and development and will maintain and create guidance notes for areas of your work.
14. You will work with different teams, including those based in our properties to provide training and promote the important of good supporter care.
15. You may be involved in outbound retention and recruitment campaigns via telephone, email or mail.

SCOPE OF ROLE

People Management
• No people management
• Key internal relationships including supporter care team, property teams, fundraising, finance, marketing, communications and commercial teams

Financial Management
• No direct budget management but on occasion will be dealing with financial tasks such as direct debit processing or payments over the phone.

Hours of work
• Normal working hours, 40 hours per week inclusive of 1 hour lunch. Our core business hours at 9 – 5 and on a rare occasion you may be asked to work evenings and weekends as required.

SKILLS, EXPERIENCE & 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
• Experience of working in a customer or supporter facing role
• Experience of using Microsoft Dynamics CRM or any CRM database system
• Administration experience and a confident user of Microsoft office systems
• Organisation skills and strong attention to detail
• Enjoy working with people and take pride in finding solutions
• Strong communication skills (both written and oral)
• Polite and tactful in approach
• A proactive approach to your work with excellent problem-solving skills.
• Ability to multitask and prioritise workload to ensure our supporters come first
• Work well under pressure.
• An understanding of data protection legislation in relation to handling personal data.

Desirable
• Experience in the charity, not for profit sector
• Experience of working in a call centre environment
• An interest in Scottish built, natural and cultural heritage

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

This a test job for debugging purposes.

Development Assistant
Full-time, Permanent
Salary £21,379- £23,553 per annum (Band 7)
Hybrid

THE ROLE

The Development Assistant supports the administration of the Friends membership scheme and the Friends events programme. The role also provides general administrative support to the Development Department’s activities and supports the effective administration of fundraising systems. Reporting to the Development Co-ordinator, you will work closely with the wider Friends team.

The primary function of the post is to provide an excellent standard of service to our Friends, Patrons, and supporters, as well as providing administrative support for colleagues in the Development team. Alongside supporting administration and delivery of our Friends scheme, you will have the opportunity to work across the full range of fundraising activities.

The Development Department works to create long-term relationships with individuals and organisations to support the work of the National Galleries of Scotland. As well as the Friends programme, the team works to raise money from trusts and foundations, individual giving, corporate supporters and legacy giving. This work supports a range of projects across the organisation including exhibitions, learning and engagement programmes, conservation activities and acquisitions, as well as major capital fundraising campaigns.

Your duties will include, but not be limited to:
Donor and Membership Stewardship
• Ensuring that all membership correspondence is dealt with timeously and managing the administration and processing of membership applications and renewals.
• Assisting with the effective processing and banking of payments and acknowledgment letters and be responsible for all Direct Debit systems.
• Responsible for the smooth running of the departmental administration, including processing purchase orders using the e-request system.
• Working with the Friends Advisory Committee and other volunteers where relevant in the administration of the Friends scheme and Friends events.
• Assisting with regular communications to Friends and Patrons.
• Ensuring that Friends, Patrons, and donor information is kept up to date on the database and in line with the Data Protection policy.
• Assisting the Development Co-ordinator in providing analysis and statistical reporting on the Friends and other Development activities.

Events
• Assisting the Friends team with the Friends events programme and administering Committee meetings to the highest standard.
• Assisting with the Friends event bookings administration, efficiently handling payments, tickets and recording on the database.
• Supporting Friends events by preparing guest lists and attending and running selected events.
• Assisting with other Development events as needed.

Development Support
• Providing administrative support for funding proposals, evaluations and research as needed.
• Supporting members of the Development Team with other fundraising projects as required.

Other
• Responsible for website updates and intranet content for the Development Department.
• Supporting on email communications to Friends and Patrons as required.
• To keep abreast of developments in the fundraising profession and ensure compliance to best practice.
• Participating in the running of the Development Department, attending staff meetings and other meetings as required.
• To undertake other appropriate projects as required.

KNOWLEDGE, SKILLS, AND EXPERIENCE

The following range of knowledge skills and experience are required. Please ensure these are reflected in your application. Shortlisting for interview will be based on meeting these requirements.

Essential
• Ability to organise, meet deadlines and prioritise work.
• Excellent communication skills, in-person, written, and over the phone.
• Experience using Microsoft Office systems.
• Sound administration skills and meticulous attention to detail, ensuring efficient management of the systems that underpin fundraising activities.
• Capacity to work flexible hours from time to time to support evening and weekend event delivery, and in response to changing priorities.

Desirable
• An enthusiasm for and interest in the National Galleries of Scotland and arts, culture, and heritage.
• Experience of using Spektrix or a similar fundraising and/or ticketing database.

 
ABOUT US

The National Galleries of Scotland (NGS) is home to one the world’s finest collections of art, which ranges from the Middle Ages to the present day. Our spectacular buildings house the world’s greatest collection of Scottish art, and a world-renowned collection of Scottish and international photography, welcoming many visitors to our three principal sites in Edinburgh: the Scottish National Gallery, the Scottish National Gallery of Modern Art, and the Scottish National Portrait Gallery. The National Galleries of Scotland aims to preserve, display, and augment the collections for the enjoyment and education of the widest possible public and to maintain NGS as a centre of excellence.

This is an exciting period of renewal for NGS, as we move forward with our engaging strategic vision that puts our audience at the heart of what we do. We’re making it our mission to broaden our impact, matching our rich collections, expertise and creativity to the needs and wants of our visitors. We’re finding new ways to connect with more people, and creating an innovative, inclusive organisation that can meet the challenges of our ever-evolving world.

‘Art for Scotland: Inspiration for the world’ is Our Vision. Inclusive, original, and ambitious – we will make the national collection accessible to all and inspire curiosity across the world.

At NGS we are committed to looking at how we operate as well as how we engage with our visitors and communities. We want to play our part in tackling the Climate Emergency. We will ensure Equality, Diversity, and Inclusion (EDI) is embedded across our organisation, ensuring everyone feels a sense of belonging and can be themselves.

NGS are working towards reducing our environmental impact and aim to have net-zero carbon emissions before 2045. Our response to the Climate Emergency and EDI is integral to our work and all our colleagues and departments play a part in achieving this. Our primary Climate Emergency focus areas are engaging our communities, improving our operations, and adapting to future climate changes.

SUMMARY TERMS AND CONDITIONS

Salary £21,379 – £23,553 per annum
Starting salaries will normally be at the minimum or at a rate that reflects qualifications and/or experience which are of special value for the post, and which are above minimum entry requirements.

Hours 42 hours per week inclusive of a one-hour lunch break each day.

This post entails some evening and weekend working as necessary for events. Flexitime and time off in lieu systems are in operation.

Annual Leave 25 days per annum (this moves to 30 days after 5 years continual service) plus 11.5 public and privilege holidays per annum, pro-rata depending on hours

Pension Civil Service pension provisions enables the National Galleries of Scotland to offer a choice of occupational and stakeholder pensions, giving you the flexibility to choose the pension that suits you best.

The closing date for completed applications is Sunday, 23 October 2022