Full Time

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Support colleagues across the organisation with specialist advice and practical guidance on the implementation of privacy management policies and procedures.
• Assist in the recording, monitoring, and reporting of risks associated with data processing activities and identify actions that can be taken to mitigate risk.
• Assist in the preparation of reports to the Trust’s Board and Executive Committee through the collation of key management information, including case management statistics and updates on the delivery of training.
• Support the annual review of all privacy management policies and procedures in line with legislative changes and organisational requirements.
• Plan for legislative changes and their impact on Trust activities, identifying risk associated with the changes and managing workload to address such changes.
• Support the delivery of mandatory training in data protection, cyber security, and PCI DSS – including the delivery of refresher training to volunteers and employees.
• Process data subject rights requests, including Subject Access Requests, Erasure Requests and Objections to Processing, in line with the legislative timescales.
• Support the development of an annual auditing framework for data processors to ensure they continue to meet our expectations in the handling of Trust data.
• Work with the DPO to advise on possible solutions to challenges with systems and processes in order to mitigate risk.
• Coordinate and record quarterly meetings with the data champions’ network.
• Oversee the production of a quarterly newsletter with support of the data champions.
• Lead on the review of the data inventory and ensure it remains up to date.
• Promote and advise on the application of data protection by design and default when developing new systems and processes across the organisation.
• Support the DPIA process, including supplier due diligence and review of third-party contracts, including those involving international data transfers.
• Work alongside internal stakeholders to contain, recover and respond to data breaches and cyber security incidents – acting as the key contact for external stakeholders, including the Information Commissioner’s Office, OSCR and Police Scotland, in the absence of the DPO.
• Support the delivery of data protection and cyber security projects as required.
• Deputise for the Trust’s DPO in their absence.
• Report on risk, incidents and vulnerabilities to the Executive Committee, in the absence of the DPO.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supporter Care
• Co-ordinate and manage the effective delivery of day to day operations of the Supporter Care Team, ensuring all tasks are allocated, monitored and delivered effectively including administration tasks such as dealing with incoming enquiries, outgoing communications and processing memberships, payments, refunds, gift aid, direct debits and mail
• Co-ordinate and oversee effective delivery of other tasks as necessary or directed
• Ensure delivery of exceptional supporter care in response to enquiries via telephone, email, social media, website, letter and occasionally face to face
• Direct individuals to undertake and complete tasks professionally and effectively
• Monitor and report on team performance and effectiveness
• Manage and respond to complaints, escalating to the Supporter Care Manager as necessary
• Identify and recommend process and systems improvements to improve team performance, member service and member experience to the Supporter Care Manager
• Implement and monitor process and systems improvements as agreed with the Supporter Care Manager
• Meet supporter care service targets
• Ensure industry and NTS best practice is adhered to
• Positively influence team culture and performance
• Represent the Trust, communicating effectively and confidently to internal and external team members, colleagues and stakeholders.
• Evaluate supporter feedback and identify ways to maximise supporter satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Produce written reports when required to do so.
• Proactively establish and develop good working relationships with individuals and departments across the Trust as well as our external fulfilment house and ensure the team has the information they need to deliver to members.
• Monitor the Supporter Care Team to process supporter data in accordance with GDPR and PECR regulations and work closely with the Supporter Care Manager and CRM Manager to ensure supporter data is effectively managed.
People management
• Motivate, support, advise and develop the Supporter Care Team Executives, acting as a first point of escalation for any complaints received.
• Plan team rotas to make sure that there is sufficient cover at all times.
• Lead on developing and delivering training to Supporter Care Team.
• Provide induction and on-going training and coaching of team members.
• Provide team and individual insights to the Supporter Care Manager for the purposes of e.g. formal Performance Review (Annual and Mid-Year).
• Assist with the recruitment of new team members.
Strategic support
• Identify and recommend to the Supporter Care Manager and Head of Membership measures that improve service provision and supporter experience in order to drive achievement of targets and strategic goals

KEY RESPONSIBILITIES

• 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.
• To be welcoming and helpful for people contacting our charity who may have a question or feedback.
• You will present a professional and proactive approach to supporter retention and recruitment
• You will respond to enquiries in a timely, considerate and caring manner adhering to our specified SLA’s
• 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.
• You will be expected to manage supporter data in accordance with GDPR and PECR regulations and be proactive in ensuring data is up to date and accurate
• Provide support to the Supporter Care Manager, CRM manager and other internal departments with time-critical, data sensitive tasks.
• You will ensure all interactions with supporters are logged in the CRM system and where appropriate passed on to the relevant department(s).
• 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.
• You will be expected to take responsibility for enquiries and complaints raised by supporters and proactively seek satisfactory and timely resolutions.
• You will be responsible for administration tasks to service supporter relationships including processing memberships, gift aid, direct debits, data cleaning and consents
• You will be involved in various system testing ensuring that they are fit for purpose.
• You will be proactive in process improvement and development and will maintain and create guidance notes for areas of your work.
• You will work with different teams, including those based in our properties to provide training and promote the important of good supporter care.
• You may be involved in outbound retention and recruitment campaigns via telephone, email or mail.

Scottish Canals are the custodians of the nation’s canal network and surrounding estates.  Our vision is to invest in the canal network to generate lasting benefit for people and communities; celebrating their industrial heritage, ensuring they offer quality green and blue spaces for people and communities and contribute to Scotland’s resilience in tackling climate change.

Our success is rooted in valuing the contributions of our entire team – we care, we create, and we collaborate to continue to deliver a whole range of activities from boating, paddling, walking and wheeling to living and playing and improving what the canals have to offer to our visitors and communities.  We also work collaboratively with our partners and stakeholders to contribute to a wealthier, fairer, greener and more resilient Scotland.

As an employer we offer a truly unique opportunity to be part of our team, help us realise our vision and contribute to safeguarding our heritage and ensuring our canals flourish now and in the future. 

We currently have an exciting opportunity for an Administration Officer to join our Governance and Administration team in Falkirk. You will help ensure the office runs smoothly and efficiently delivering an excellent administration service to Chief Operating Officer and colleagues within the Engineering, Estates, Operations and Destinations directorate.     

The role is offered on a permanent basis and with a starting salary of £26,110 (Band B).  Working hours 37 hours per week, hybrid working, Monday to Friday.

Scottish Canals offer a generous annual leave entitlement of 28 days, plus 10 public holidays, along with enhanced sick pay, discounted shopping vouchers, a health cash plan and a contributory pension scheme with up to 10% employer contribution.

Primary responsibilities of the role:

Undertake a range of administrative tasks to support effective working of the Directorate including responsibility for diary management for the teams, minute taking and actions at key meetings, forward planning and scheduling.
Arrange internal and external meetings including agendas and itineraries, distribution of material and travel arrangements. 
Appropriate communications and tracking of action points and deadlines following meetings and events.
Sort, allocate and where appropriate, respond to incoming correspondence to enable it to be dealt with efficiently and by the correct person.
Support the preparation of internal and external reports.
Assist in maintaining and monitoring project plans, project schedules, budgets and expenditures. 
Communicate with customers, suppliers and employees including receiving visitors and customers. Screen calls, deal with issues, take messages and impart information as appropriate. 
Using business systems, maintain confidential and non-confidential records including inputting information, abstracting, and presenting data in a clear and logical format. 
Assist with organising events.
Assist other departments, if required, with admin duties.
Comply with Scottish Canals Health and Safety policy and defined standards. Undertake risk assessments, report incidents and near misses.
Other project work as required.

Qualifications and knowledge required:

Recent graduate, SVQ/NVQ in Business Administration Level 3 or HNC/HND or equivalent.

Skills and experience required:

Proven work experience in secretarial, administrator or similar role.  
Highly proficient in the use of computers and business software e.g. Microsoft office, excel, PowerPoint etc.
Although not essential the ideal candidate will have experience of working in an engineering or project setting,

Qualities & abilities required:

Excellent communication, writing and presentation skills, with strong attention to detail.
Experience of working to schedules and deadlines, with good organisation skills.
Motivated and proactive, with an eagerness to learn and develop.
Experience using MS Office Suite including MS Word and MS Excel.
Ability to prioritise own workload to achieve business led or specifically detailed deadlines.
Ability to work on own initiative using judgements regarding confidential issues and release of information to internal and external contacts.
Use of initiative to interpret and respond to requests for information.
Collaborative and effective team player who can work with colleagues at all levels of the business.
Flexible, positive attitude and setting high standards.

Who are we?

We are Scotland’s design museum. Designed for everyone, firing imaginations and sparking curiosity in design across Scotland and around the world. At V&A Dundee we are on a mission to inspire and empower through design.

Design shapes our world, it’s part of everyday life and it’s everywhere. We are a museum with energy and have a vision of the future where everyone is inspired through design and recognises its far-reaching impact in our lives.

We are a welcoming place for people of Dundee to explore design and to use as an everyday part of their city, as well as inviting visitors from around the world. We are part of the V&A family of museums that celebrate creativity in all its forms from across centuries, for everyone.

Role Profile:

The Head of Human Resources is a new post, playing a key role as V&A Dundee develops as an organisation and as an employer. This role will work with colleagues to cultivate an exceptional organisational culture and approach that values and supports its people, enabling us to work together to achieve our aims. This role requires strong experience of managing human resources, high situational awareness, excellent communication skills, a focus on relationship building and a strategic outlook, whilst also executing the day-to-day tasks in a seamless and pragmatic way.

Duties and Responsibilities:
This post is responsible for leading on:
-Managing an internal HR team as part of the wider Finance & Planning team, and that works in partnership with V&A Dundee’s Founding Partner University of Dundee

-Establishing a new People Strategy with the organisation that includes the development of values, embeds good practice with a clear action plan

-Leading on Equalities Diversity and Inclusion policy, engagement and plans in relation to HR and Organisational Development

-Providing a relevant, efficient, high quality HR service across the organisation

-Overseeing a full range of the HR functions that are delivered to support the museum’s wider aims and priorities

-Holding broad knowledge of HR policies, best practices and underpinning employment law principles

-Advising the Directors’ Group on HR matters, policy and statutory changes

-Networking with peer organisations nationally, the V&A family and in Dundee to learn, and to scope out any potential for shared and collective approaches and ways of working

The responsibilities of the Head of Human Resources will include:

General
-Lead on HR and organisational development

-Work with the Directors’ Group and other team Heads across V&A Dundee to ensure effective team development and management, acting as a sounding board and coach; providing exceptional HR support, advice, guidance, skills and tools

-Develop a culture that supports staff, encourages learning and collaboration and ensures compliance with relevant legislation

-Oversight of all HR policies, plans, templates and services

-Support managers and staff in ensuring performance is effectively managed, and individuals developed and supported

-Advise on employee relations issues – ensuring that best practice, legal compliance and policies and procedures are always adhered to and, where necessary, partnering with the founder partners or external employment lawyers

-Proactively handle all day–to-day operational aspects of HR

Resourcing
-Work across the organisation to develop an overview of resourcing and recruitment assessing gaps, challenges and opportunities

-Oversee staff recruitment, induction process and handbook

-Review V&A Dundee’s recruitment policies and approach to ensure they are aligned to mission, vision and Equalities, Diversity and Inclusion policy

-Work with directors and teams to develop and deliver the EDI strategy

-Ensure directors and teams are trained and confident to champion EDI across all areas of business strategy, working towards inclusive recruitment and management

-Work with the HR Advisor to support managers with their development, training and with their recruitment challenges, offering ideas, solutions to find quality candidates in the most efficient and inclusive way

-Manage relationships with outsourced services such as occupational health, counselling, employee assistance, employment legal advisors

HR Management Information, Reporting and Analysis
-Overview of HR calendar ensuring alignment with operational delivery

-Act as the owner and Systems Administrator/Super User for the HR Information System; build new and schedule regular HR reports; analyse management information to provide accurate insight into key employee trends as required for different areas of the museum

-Analyse people trends and metrics in partnership with HR Advisor to help develop solutions

-As a publicly funded body, report on a range of metrics to demonstrate a fair use of public funds

Pay and Reward
-Benchmark salaries to ensure we are competitive in the market

-Lead on annual salary review process; provide information and attend the annual Remuneration Committee.

-Implement succession planning and talent management processes at regular intervals

-Consider ways to add value to staff by reviewing the pension, benefits package and supportive HR policies

-Oversee Pensions

Learning and Development
-Lead on the development and implementation of new and existing training programmes

-Implement and monitor development and progression programme, creating an internal pool of talent

Engagement and wellbeing
-Develop a staff welfare, wellbeing and engagement strategy

-Support stakeholders to interpret engagement scores and implement effective action plans to improve engagement

-Advise the Staff Forum and Health & Safety Committee

Team Management
-Provide line management support to the HR Advisor, setting annual objectives, provide ongoing support and identifying development needs

-Allocating appropriate case work and supervising delivery

This is a full-time position, working 37.5 hours per week working in a hybrid flexible environment with a mixture of home working and working from our museum in Dundee. We offer a generous package including 38 days holiday, pension scheme, company sick pay, entry to V&A Dundee paid exhibitions and many more discounts and benefits.