Visitor Services Assistant

Organisation: The National Trust for Scotland

Salary: £22,672 pro-rata, per annum

Location: House of The Binns

Visitor Service Assistants are key to maximizing our visitors’ enjoyment of House of The Binns. By maintaining excellent standards of service, they ensure the smooth and safe running of operations in admissions, tours and events, including taking guided tours of the property. They also optimise opportunities to generate income and ensuring that the site and its assets are safe and secure.

To provide the highest degree of customer service: welcome all visitors to the property; conduct guided tours; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information. Please note that the job involves some physical activity in the form of periods of standing, walking, etc.

Some flexibility will be required as to when hours are worked and regular weekend working will be expected.

This role will assist the property team in delivering a high-quality visitor experience at House of the Binns including, but not limited to:
 To provide excellent customer service.
 To take guided tours around the house and estate.
 To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way.
 To greet all visitors and provide refreshments as appropriate.
 To be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.
 To assist in organisation and safe running of events.
 To handle cash accurately and processing sales across all platforms
 To ensure perpetually high levels of accuracy are maintained for all transactions and data recording.
 To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximize sales of admission tickets, membership and donations.
 Cash reconciliation duties including end of day and administration tasks.
 To take responsibility for your own development and learning.
 Taking booking enquiries and process appropriately.
 To follow the property’s quality standards including wearing of uniform.
 To ensure the 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).

Application Deadline: Sunday 04/02/2024