Full Time

Visitor Services Assistant

You will play a pivotal role within the Scottish Storytelling Centre team through the provision of outstanding customer service for visitors to the Centre.

In addition to your excellent communication and interpersonal skills, you will be highly organised and a strong team-player who will be able to demonstrate a flexible and adaptable approach to your work in order to meet the daily demands presented. Numeracy and the ability to pay close attention to detail are essential as you will be required to operate the till and box office system. A good level of IT skills will be required.

You will work 35 hours per week on a flexible rota which will include evenings and weekends.

Membership Assistant

Fixed term to February 2023

The role

To process and contribute to all RZSS membership and adoption administrative and sales activities, ensuring income is processed accurately and on time, whilst providing high levels of customer service to all stakeholders.

Some of the things you’ll do:

Accurately process membership and adoption applications and renewals, adhering strictly to deadlines and in full compliance with GDPR requirements.

Use and maintain membership and adoption databases to securely upload, extract and process data.

Ensure all queries (email, phone, face-to-face) are answered within a reasonable timeframe and with first-class customer care.

Provide high levels of customer service to both internal and external customers.

Provide ad hoc admin support where required, e.g. post duties, mailings, donation processing.

Support the Membership and Adoption Manager in developing membership and adoption activities.

What we’re looking for:

You’ll have previous experience of administrative and data processing work.

Good achievement in standard grades (or equivalent), including English and maths.

Competent in the use of Microsoft Office (Word, Excel, Outlook).

Fast and accurate typing and inputting skills.

Skilled in communicating constructively with customers by phone, email and face to face.

Committed to providing first class customer care and service, including dealing with customer complaints.

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

Gardener

The role

To undertake the maintenance of park gardens including the nursery and landscape, enclosure areas, facilities and infrastructure owned by RZSS in line with the garden team’s procedures and ongoing site development plans in support of RZSS’ vision and mission. Providing high standards of general maintenance to ensure that all areas of the site are safe and well presented for our visitors.

Some of the things you’ll do:

Undertake, as directed, the construction and maintenance of enclosures, gardens and landscaping to ensure that all areas of the site are safe and well presented for our visitors.

Assist with the co-ordination of a wide range of horticultural activities (e.g. lawn care, mowing, strimming, blowing, hedge trimming, planting, pruning, weeding) and another general garden work that involve other sections and departments

Conduct routine cleaning, inspection and maintenance of assigned small plant and vehicles according to the agreed transport policy and best practice.

Oversee the work of assigned colleagues (Grounds Person) and volunteers, giving appropriate coaching guidance and direction to ensure work is completed in an efficient, professional and timely manner

To take reasonable care for the health and safety of yourself and that of others. This implies taking positive steps to understand the hazards in the workplace, to comply with safety rules and procedures and to ensure that nothing you do, or fail to do, puts yourself or others at risk.

What we’re looking for:

You’ll have a relevant SVQ level 2 qualification in horticulture or equivalent qualification or experience.

Be able to demonstrate horticultural competence with a variety of plant material.

Have practical experience in a horticultural and or landscaping activity.

Able to both work as part of a team, or on your own.

Able to demonstrate and set a good example of health and safety practice to others.

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

Office & Membership Services Manager

Main Activities & Responsibilities

Office Management:

The Office and Membership Services Manager will be responsible for all aspects of office management and will address the following activities:

• Ensure the smooth and efficient running of all office procedures including dealing directly with a wide range of people and be the hub for staff, volunteers, Board Members, suppliers, and customers.
• Receive mail and distribute to relevant staff.
• Answer telephones and deal with email enquiries
• Maintain office diary and coordinate bookings and room hire.
• Liaise with managers to coordinate group bookings and educational visits.
• Maintain Health & Safety records
• Administer Museum Membership records, payments, cards, and mailings.
• Maintain staff, volunteer contact details and HR records
• Maintain display of Museum customer information posters
• Maintain office filing system.
• Collate monthly visitor statistics and SPI figures.

Financial & Payroll Administration

The Office and Membership Services Manager will be responsible for all aspects of financial administration to include the following activities.

• Processing of supplier invoices following agreed processes and posting on Xero accounting system
• Payment of invoices following authorisation for payment.
• Providing all financial paperwork for monthly returns to accountants
• Processing of daily takings and preparation of banking
• Prepare and process gift aid claims
• Balance/order/manage petty cash and change requirements.
• Prepare Museum invoices to external customers and track payments.
• Prepare monthly payroll details and deliver information to accountants for payment to staff by 25th of each month.
• Maintain staff holiday records and coordinate with management team.

HSE & General

The Office and Membership Services Manager will play an active role combined with the Museum management team in maintaining the following.

• Fire Evacuation procedures, equipment, and signage
• General working environments in relation to tidiness and hygiene
• First Aid training and Accident reporting
• Point of contact for external contractors.
• Personal safety
• Data Protection in line with GDPR regulations
• CCTV monitoring in line with regulations.

Other Duties

This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all possible duties, and it is recognised that jobs change and evolve over time.

Visitor Services Assistant – Kitchen Assistant

Purpose of the role

To assist the Head Chef in the day to day management of the Catering & Hospitality offer at Culzean Castle & Country Park to ensure that all targets are met and all visitors receive the highest level of visitor experience standards.

Key Responsibilities
• Contribute to food production as per the Menu Cycle/Specification and event Food Production (corporate, hospitality, meetings etc)
• Keeping up to date HACCP, COSHH checklists and temperature sheets.
• Ensure high Standards of Kitchen Hygiene, Cleanliness, Tidiness and related Schedules
• Use fresh Produce and Ingredients whenever and where ever is possible and minimise wastage.
• Maintain a high standard of Food Presentation to the Customer
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport
• Help to reduce occurrences where Health or Safety of yourself and other employees may be put in jeopardy
• Adherence to the COSHH Training provided and control of substances covered by COSHH
• Involvement in the upkeep and maintenance of both the entire department site and, specifically, the Catering Outlets
• Assist with daily cleaning and pot wash duties

SCOPE OF ROLE
Location
The post holder will be based at the Home Farm Kitchen at Culzean Castle & Country Park but may also be expected to work in the Old Stables Coffee House, Swan Pond Kiosk, Aviary, Castle Tea Room, castle apartment and at special events/functions throughout the Castle & Country Park when required.

People Management
• The Post Holder does not direct line manage any team

Financial Management
• Not a budget holder but responsible for the day to day management of stock

Skills, experience & knowledge

Essential:
• Experience working in a similar, quick service, environment and delivering the best visitor service
• Practical experience of food preparation and service
• Previous experience working in a team
• Ability to follow instruction and work independently off own initiative
• Skill in establishing priorities and managing workload
• Keen interest in food

Visitor Services Assistant – Hospitality

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in hospitality services at Culzean.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• To ensure good housekeeping of the Eisenhower rooms to include the communal areas, bedrooms & Bathrooms
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Hospitality/Catering duties
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
• To assist with Hospitality events, the set, break down and food and drink service. Staff may be asked to work through into the night hours.

Chef

JOB PURPOSE

To assist the Head Chef in the day-to-day management of the food services to ensure that all targets are met, and all visitors receive the highest level of visitor experience standards.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Assist the Head Chef with the development of the Menu Cycle/Specification
• Contribute to food production as per the Menu Cycle/Specification and event Food Production (corporate, hospitality, meetings etc)
• Keeping up to date HACCP, COSHH checklists and temperature sheets.
• Ensure high Standards of Kitchen Hygiene, Cleanliness, Tidiness and related Schedules
• Use fresh Produce and Ingredients whenever and wherever is possible and minimise wastage.
• Maintain a high standard of Food Presentation to the Customer
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport
• Help to reduce occurrences where Health or Safety of yourself and other employees may be put in jeopardy
• Adherence to the COSHH Training provided and control of substances covered by COSHH
• Involvement in the upkeep and maintenance of both the entire department site and, specifically, the Catering Outlets
• Involvement in assessing and preserving the safety of utensils and equipment used within the Catering Outlets

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
• Intermediate Food Hygiene Certificate
• Preferably a recognised formal qualification in culinary arts

Skills, experience & knowledge

Essential

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:
• Demonstrable experience as a chef in a minimum of 1 rosette Standard in preparing and producing food to a consistently high standard using fresh products and ingredients.
• Highly developed organisational skills, deployable in a multi-tasking environment.
• Excellent communication skills (written and oral), including influencing/persuasion.
• Ability to work as part of a team and the ability to foster and motivate a team.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same o 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.

Collections Gardener

JOB PURPOSE

Inverewe is a garden of outstanding horticultural importance, recognised internationally for its extensive plant collections. Created by Osgood Mackenzie in the late 19th century, it has been in NTS ownership since 1952. Here, exotic plants flourish in a challenging northern landscape of spectacular mountain and coast. Within its essential tree shelterbelt, the planting has always ‘pushed the boundaries’. The Collections Gardener plays a key role in maintaining and developing the extensive plant collection, in particular the current National Collections of Rhododendron subsections barbata, glishcra and maculifera, Olearia and Aeonium.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 NVQ/SVQ Level 3 (or equivalent) with relevant practical experience, including working in a similar large garden/nursery with specialist collections
 PA1 and PA6a spraying certificates, or willingness to be trained in the use of pesticides and to exercise that training
 Driving Licence, valid for driving within the UK.

Desirable
 Tractor driving certification and experience
 Basic chain-saw certificates – CS30 & CS31, or willingness to be trained in the basic use of chainsaws and to exercise that training.

Experience, skills and knowledge

Essential
 Eye for detail and finish
 Sound plant knowledge and identification skills
 Demonstrable skills and experience in relevant propagation, care and conservation techniques
 Knowledge and experience of general amenity gardening, e.g. managing shrubs, herbaceous plants and bulbs
 Sound knowledge of basic tool and machinery use and maintenance
 Practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes
 Competent IT skills sufficient for maintaining plant records, use of the internet/intranet, assisting trainees/apprentices, distance learning etc
 Understanding of plant record systems (ideally IRIS BG) and their use to record and help inform collection management
 Strong planning and organisational skills
 Experience of working in a mixed team that includes short-term/seasonal staff and/or volunteers
 Managing, supervising and instructing staff and volunteers
 An effective team member with excellent interpersonal and communication skills, confident and competent in interacting and dealing with a wide range of people, and able to represent the Trust
 Self-motivated with good organisational and time-management skills – including the ability to prioritise
 Able to live and work in a relatively remote rural environment with little public transport.

Operations Manager

JOB PURPOSE

A visible and senior management role where, in addition to the general operations management of the properties in pursuit of their aims and objectives, the post holder will be responsible for the development of the property operating business planning process (working with the Property teams and Business Manager for the region who oversees this process) and utilising key sources of information and needs (e.g. conservation management plan; visitor/market research) to present effective and accountable business plans which underpin the properties financial performances, visitor experience, conservation delivery, reputation and maintenance.
The post will be based at Balnain House, Inverness with line management responsibility for Abertarff House in Inverness and Hugh Miller’s Birthplace and Museum situated on the Black Isle and reports to the General Manager for the Highlands & Islands region.

Health, Safety and Environment Advisor

JOB PURPOSE

The post-holder will support the National HS&E Manager (Operations) in offering a range of health, safety and environmental services (Health and Safety being the primary focus) to the Operations Directorate and is the first point of contact for property management within their allotted property portfolio.

It will be a fundamental function of the post that the post-holder will develop a close and effective working relationship with the management within their allotted properties, including General Managers, Business Managers and Operations Managers (where appropriate). This will enable, and require, the post-holder to respond quickly to requests for assistance as well as becoming a relied upon and readily available professional HS&E practitioner to properties within their portfolio. They will become a key member of the planning/decision-making process.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Monitor health and safety system
• To contribute effectively and provide essential input to the Trust’s HS&E agenda through the ongoing support, development, and dissemination of relevant policy, guidance and information.

Health, Safety and Environmental performance
• To conduct HS&E audits designed to test compliance as a minimum while striving to continuously improve HS&E performance by developing and monitoring agreed improvement plans with properties/functions.
• To produce high quality audits and summaries for management to report on property/function-level HS&E performance.

Investigation of accidents and near misses
• To conduct in depth accident/incident investigations designed to explore their cause(s) with a view to identifying failings and preventing recurrence, so far as reasonably practicable.
• To prepare statistical analyses of accident/incidents to help identify trends and to propose actions to mitigate risk.

Highlight areas of concern
• To be aware of emerging HS&E risks primarily within their portfolio (though cognisant of broader implications), through either accident/incident or other HS&E issues, or through changes in legislation, enforcement activity/court cases etc.

Property support
• To be the ‘first point’ of specialist contact for their portfolio with regard to HS&E matters and to report matters of concern to the National HS&E Manager and relevant General Manager(s).
• To respond effectively and pragmatically to requests from properties for support and advice.
• To agree areas for improvement – derived either from audits, accident/incident investigations or changes in policy/procedures/legislation – with General Managers and property management and liaise with the rest of the HS&E provision within Operations Directorate to ensure consistency and maximise the effective use of time.

Attendance at meetings
• To attend regional management and property-level meetings (when appropriate) to report on HS&E performance, promote improvement initiatives and advise on the implications of NTS HS&E policy and procedures.

Training and development
• To advise on HS&E training and development requirements within the directorate and where necessary to liaise with colleagues in the HS&E team and People – Training and Organisational Development to meet the demand in the most effective and cost-efficient way.
• To deliver training, as required, and within their level of competence.
• To evaluate training provided to ensure that it raises H&S performance, sustains HS&E improvements through effective transfer of learning and is refreshed at suitable intervals.

Sensible management of risk
• To provide information (such as audit data and accident/near miss statistics) for meetings of the Operational Leadership Group, Regional Team meetings where appropriate and contribute as appropriate to the Operational Risk Register.
• To support the National HS&E Manager in proposing measures to manage risk.

Visitor Services Supervisor

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at 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. With delegated responsibility for catering, retail, events and duty management this job is very often the “face” of the Trust to visitors and suppliers, directly influencing public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, events and retail offer (including ordering, merchandising, sales targets);
• Management of Visitor Services Assistants and volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Support the informal learning and community engagement / outreach activity, e.g. public events
• 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 on-site and off-site as required

Supporting 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 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.

Health, Safety and Environment Advisor

JOB PURPOSE

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

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Visitor Services Assistant

Membership Assistant

Gardener

Office & Membership Services Manager

Visitor Services Assistant – Kitchen Assistant

Visitor Services Assistant – Hospitality

Chef

Collections Gardener

Operations Manager

Health, Safety and Environment Advisor

Visitor Services Supervisor

Health, Safety and Environment Advisor

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