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Visitor Services Assistant

Organisation: The National Trust for Scotland

Salary: £24,960 pro-rata, per annum

Location: Newhailes


To maximise our visitors’ enjoyment of Newhailes House and Gardens by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure. To ensure the smooth and safe running of operations primarily focusing on admissions, retail and food and beverage operations. To provide the highest degree of customer service: greet and welcome all visitors to the property; 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 weekend working will be expected.


This role will assist the admissions, retail and catering teams in delivering a high-quality visitor experience at Newhailes House and Gardens (including but not limited to):

Providing excellent customer service.

Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.

Handling 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.

Working with the Guides and supporting with tours.

Cash reconciliation duties including end of day and administration tasks.

Be able to take responsibility for your own development and learning.

Taking booking enquiries and process appropriately.

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.

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).

Application Deadline: Sunday 28/07/2024