Visitor Services Supervisor

Organisation: The National Trust for Scotland

Salary: £25,603 - £27,318 pro-rata, per annum

Location: Bannockburn

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.

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.

Application Deadline: Sunday 28/01/2024