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Visitor Services Supervisor

Organisation: The National Trust for Scotland

Salary: £24,737 - £26,395 pro-rata, per annum

Location: Robert Smail's Printing Works

To provide operational coordination and supervision of retail and visitor services, 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 retail, and duty management is very often the “face” of the Trust to visitors and suppliers. As such, this role directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.


 Supervising/undertaking the day-to-day operation of the visitor services and guest services function. This includes:
o Supervision of the retail and guest services offer (stock ordering, merchandising, sales targets and the management of back-office functions).
o Ticketing; on-line and walk-in.
o Membership sales (to targets) and general customer service (individuals, education visits, other groups).
o Housekeeping and security of the Property.
o Health & Safety procedures, emergency procedures, and environmental procedures.
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and support reporting of working hours for payroll.
 Supporting the Operations Manager with the recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected and supported.
 Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.
 Supervise the volunteers and actively seek out additions to the volunteer pool for the property.
 Responsible for local community engagement, growing relationships and co-ordinating mutually beneficial events.
 Support Collections Care to deliver and maintain the conservation cleaning and care of the collections, the historic interiors and other collections spaces to a high standard.


 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.
 Significant previous experience of working in an operations role in the retail/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities.
 Previous event co-ordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Reviewing and overseeing Health & Safety documents (e.g. risk assessments).
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 UK driving licence.

This role is one for which the duties, responsibilities or accountabilities of the role do require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, administered by Disclosure Scotland, as this role involves regulated work with children.

 A formal qualification in Hospitality, Tourism or Event Management.
 A genuine understanding of and belief in, the work of the National Trust for Scotland.
 Access to own transport.
 Experience of community engagement and using social media in a workplace context.
 Experience in supervising volunteers.
 Conservation cleaning and care of collections.


People Management
 Direct line management responsibility for four members of staff and current two volunteers.
 Welcoming and provision of facilities for property visitors and events visitors.
 Working closely with specialist Trust staff based at local and central support bases to ensure Trust policies and standards are implemented.
 Positively engaging with all visitors and the local community to maintain and grow relationships.
 Grow the pool of active volunteers across all areas of the property.

Financial Management
 Not a budget holder.
 Will be required to use Trust systems for the purpose of raising PO’s.
 Cash handling and reconciliation of till.
 Banking procedures.
 Processing of membership enrolments.
 Timely completion of property payroll timesheets.

Tools / equipment / systems
 Use PC/Laptop for access to NTS intranet, all relevant NTS on-line systems and 3rd party sites (e.g. Eventbrite).
 Use EPOS tills to process retail and admissions

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.


Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post Friday, 10th February 2023.

Application Deadline: Friday 10/02/2023