Part Time

Permanent, Part-time (26.25 hours)
Salary £22,957 per annum pro rata (£11.89 per hour)
Plus, generous benefits package

About the role

We are looking for an experienced traffic / security professional to join our team working in an amazing location in the heart of Edinburgh amongst magnificent, listed buildings.

Working mainly on the Mound Precinct, you will be responsible for safely managing vehicle access and egress outdoors while providing security and helping visitors to the Galleries. The position can be physically demanding as you will be standing for most of your shift and a love of working outdoors is a must.

You will be an important point of contact for all visitors therefore excellent customer service and strong communication skills are required. The role also involves maintaining accurate records and interacting with contractors and tradespeople in accordance with daily schedules. Strong health and safety awareness is required.

The difference you’ll make

Reporting to the Gallery Supervisor your responsibilities will include:

– Providing a high standard of security and visitor care, maintaining a professional manner and being the public face of the National Galleries of Scotland whilst welcoming and assisting visitors.

– Exercising control over vehicles entering and leaving the Mound Precinct.

– Supervising of contractors and trades people.

– Staffing fixed duty or access points including searching incoming baggage or containers as necessary.

– Maintaining accurate records.

– Assisting the public in emergency situations and resolving customer concerns and complaints.

– Supervision of members of the public to ensure the safety of the collections and regulation of those failing to comply with the Gallery’s conditions of entry.

– Manual handling tasks as well as light cleaning and portering duties.

– Adherence to Health and Safety guidelines.

– Proactively keeping up to date with our exhibitions, events and displays and to engage with the public on these, whilst also remaining vigilant.

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Proven experience in traffic control management is essential.

– Previous experience of working within a Customer Services environment.

– Security experience and knowledge of Health & Safety guidelines.

– Strong communication skills and ability to relate to visitors in a friendly and professional manner.

– Ability to use initiative, work independently and have the resilience to positively respond to challenges.

– Enjoy working as part of a team and with the public.  

– Flexible approach to the job and be able and willing to work weekends, evenings and any required overtime.

It would also be great if you have:

– Knowledge and appreciation of art.

– Knowledge of Gaelic and/or other languages is desirable but not essential.  

– First Aid qualification or be willing to undertake training to obtain.

Please apply directly on the National Galleries of Scotland careers website.

The closing date for completed applications is 12 noon on Monday, 29 January 2024.

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 Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

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 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;
• 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; 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.

Retail/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership targets and KPI’s.
• 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 and break-down of events in liaison with the Visitor Services Manager.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Castle Fraser.
Castle Fraser is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.
This role is about creating a 5 star visitor experience and providing outstanding customer service.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times when:

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the room
• To provide excellent customer service
• Handling cash accurately and processing sales
• To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments when necessary supporting the wider team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits.
• Adhering to the property’s quality standards including wearing of uniform.
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

PURPOSE OF THE ROLE:

To help maximize 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 provide an efficient, reliable service and high standards in collections care and general cleaning at the property. The role is 5 days a week and may include occasional weekend working.

KEY RESPONSIBILITIES:

As directed by the Visitor Services Supervisor to carry out a wide range of collections care duties including:
 In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, ceramics, metals, textiles, other objects and historic interiors.
 Ensure all public areas are kept clean and tidy.
 Assist with collection engagement, participating in public programmes as required, working with line manager and Regional Teams in order to promote access to collections and understanding of preventive conservation and collection care at Trust.
 Maintain up to date collections documentation to ensure Trust Collection Management systems are accurate.
 Help to ensure the NTS Integrated Pest Management regime is in place and monitored.
 Help to ensure Emergency Plans and related equipment is up to date
 Work with conservation volunteers and take an active role in staff and volunteer training in liaison with your line manager.
 Work with other staff to plan and deliver ‘conservation in action’ programmes and other public engagement activities and, where relevant, contribute content to social media.
 Ensure collections care, cleaning and conservation materials are available, properly maintained and stored.
 Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
 Support 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
 To actively feedback visitor comments to develop and improve conservation and visitor experience.
 To assist with the set-up, stewarding and break-down of events in relation to collections.
 To ensure the site meets with Health and Safety legislation in liaison with your line manager.
 To use personal protection equipment as provided and directed by your line manager
 To maintain excellent standards of site and personal presentation at all times, working with other Property staff, the Regional Team and contractors.
 Assist with collections care at other cluster properties, if required.

Hours: 4 days per week and will include weekend working. Daily shifts will be from 8 – 10 hours per day (depending on season).
Duration: Permanent
Pay: £36,000 FTE

Company benefits include:

– 10% employer pension contribution, with a choice to contribute up to a further 5% yourself, which we would also match (so, 20% potential contribution to your pension)
– 33 days pro-rata annual holiday entitlement
– Enhanced long service holiday entitlement
– Life Assurance
– Performance and loyalty payment scheme
– Complimentary tickets
– Staff discount in the Gift Shop, Royal Deck Tearoom & The Lighthouse Restaurant & Bar aboard our luxury floating Fingal, (www.fingal.co.uk)
– Free car parking for staff
– Full training

Our Visitor Experience department is now looking for a Front of House Manager who is enthusiastic, with a smart appearance, excellent communication skills and a passion for exceptional customer care.

The ideal candidate will have a proven record of success leading a team in a customer experience focused company.

We are looking for someone who:

– Has proven leadership and operational experience
– Is a team player with a positive can-do attitude and a “here to help” personality
– Is happy to make a decision after weighing up the facts
– Cares passionately about the customer and the experience they receive
– Is a “doer” as well as a “thinker” with an eye for detail, strong organization, multi-tasking, and time management skills
– Is a good communicator and coach
– Has the drive to continually improve and wants to be the best
– Knows good people and how to get the best out of them
– Is proficient in basic computer functions necessary to operate in a Windows environment
– Has the ability to be flexible with work schedule, including weekends, variable shifts, and holidays

If you feel you have the personality, skills and experience we are looking for, then we would love to hear from you.

To apply, please send your CV and covering letter to recruitment@tryb.co.uk or postal applications to:

Robert Gill
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

Closing date: Friday 26th January 2024.

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.

Hours: Days available will range from 3 – 5 days per week and will include weekend working. Daily shifts will be from 5 – 8 hours per day.
Duration: Fixed Term (March – September)
Pay: £12.35 per hour

Company benefits include:

– 10% employer pension contribution, with a choice to contribute up to a further 5% yourself, which would then be matched by us as well! (So 20% potential contribution to your pension)
– 33 days pro-rata annual holiday entitlement
– Enhanced long service holiday entitlement
– Life Assurance
– Performance and loyalty payment scheme
– Complimentary tickets
– Staff discount in the Gift Shop, Royal Deck Tearoom & The Lighthouse Restaurant & Bar aboard Fingal
– Free car parking for staff
– Uniform provided
– Full training

Our Visitor Experience department is now looking for Visitor Assistant & Evening Guides who are enthusiastic, with a smart appearance, excellent communication skills and a passion for exceptional customer care.

The job is based in our Visitor Centre and on board Britannia. The position can be physically demanding as you will be standing throughout the duration of your shift.

Responsibilities include:

– Providing a warm welcome to visitors
– Interacting with visitors throughout their tour
– Helping visitors use their audio handset
– Assisting with queue management
– Work as a guide at Britannia’s exclusive evening events and private tours (£42 per event)
– Any other Visitor Assistant duties as required

If you feel you have the personality, skills and experience we are looking for, then we would love to hear from you.

To apply, please send your CV and a short covering letter to recruitment@tryb.co.uk

Colin Purnell
Visitor Experience Manager

Closing date: 11th February 2024

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.

JOB PURPOSE
To provide operational coordination and supervision of retail, visitor services, and events in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, retail, events, and duty management they are very often the “face” of the Trust to visitors and suppliers. As such, they directly influence 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 Visitor Centre and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, events and retail offer (including ordering, merchandising, sales targets);
• Line management of Visitor Services Assistants and volunteers

• Duty Management and oversight/maintenance of the exhibition space and property.
• Ticketing.
• Membership sales (to targets) and general customer service (individuals, education visits, other groups).
• Health & Safety procedures, emergency procedures, and environmental procedures.
• Deputising for the Visitor Services Manager on-site and off-site as required (including “duty management” of the wider site to include the car park and monument).
• Ensure the property social media is managed to generate interest, engagement and help drive visitors.
• Delivery of public tours and schools programme.
• Support the informal learning and community engagement / outreach activity.
• Housekeeping, maintenance and safety and security of the Property and grounds.

• Health & Safety procedures, emergency procedures, and environmental procedures.
• Liaising with contractors on projects and works on site.
• Ensuring sites are clear of debris, rubbish etc and that signage is befitting of a Trust property.
• Public engagement on site whilst carrying out duties.
• Hosting of talks and walks and exclusive groups.