Admin, Finance & IT

What we want you to be responsible and accountable for:

Provide pro-active administration to support the Directors and wider teams.

Act as an administrative contact point for the two Directors responding to emails, telephone calls and ad hoc queries resolving or escalating as appropriate.

Management of diaries for both Directors.

Arranging meetings and managing meeting paperwork including contacting participants to prepare and circulate agendas and any supporting documentation, taking and circulating minutes, and managing action registers.

Booking accommodation and travel for both Directors

Supporting the arrangement of small Trust wide meetings involving attendees from various locations where overnight accommodation may be required.

Circulating questionnaires and analysing responses to provide feedback as required.

Analysing data as required and report writing.

Carrying out financial transactions such as raising and processing purchase orders. administering expenses for both Directors, and reconciling credit card payments.

Keeping accurate records and ensuring the accurate filing of electronic documents. This will include minutes and action registers,

Updating SharePoint as appropriate ensuring documents are filed in a logical place and providing support to users as required.

Be an active participant in BEST (Business Executive Support Group) which exists across the Trust and contribute to any other knowledge sharing groups/opportunities.

The current duties of the role do not require a criminal record check or membership of the PVG scheme through Disclosure Scotland.

How we would like you to achieve this

To work in a way that is wholly consistent with our stated organisational values and our Corporate Strategy.

To work collegiately across the teams and directorates, and collaboratively with colleagues across the Trust.

To become familiar with the Trust’s systems and processes and the work of other departments.

Who you will be working with

You will not be a line-manager but will work closely with colleagues across the various teams.

You will work particularly closely with:

Conservation & Policy Directorate Teams

Public Engagement & Research Teams

Finance and Project Management colleagues

Consultants, suppliers and contractors

Full-time, fixed term to June 2027, based in Edinburgh (hybrid/onsite)

Edinburgh Biomes is the most exciting and visionary project being undertaken by the Royal Botanic Garden Edinburgh (RBGE) since its relocation to its fourth site at Inverleith in 1820. The project aims to conserve plant life for generations to come.
Edinburgh Biomes is central to RBGE’s response to the twin challenges of the biodiversity crisis and climate emergency. In a world where 40% of plant species are estimated to be under threat, our mission has never been more urgent.

The project will protect global plant science and conservation through the restoration of the Garden’s A-listed historic Palm Houses, modernist Front Range, and research houses. It will also provide new facilities for cutting edge plant science, accelerating RBGE’s research into plant pests and pathogens.

Edinburgh Biomes has now reached the construction stage, and we are looking to recruit an experienced project manager to support in its delivery. Reporting into our Head of Edinburgh Biomes Programme, you will work with internal colleagues, external consultants, contractors, and partners to support and co-ordinate the delivery of the programme works using construction management tools and techniques.

This is a key post in the project team and will be critical to its success. Applicants should have demonstrable professional and technical experience in design, construction, procurement and project management, and a record of delivering a range of planning and successfully implementing major capital projects.

The recruitment brochure for the role is attached and full application details can be found on the RBGE website: https://www.rbge.org.uk/about-us/working-with-us/vacancies/

Informal enquiries on the role can be addressed to Claire Monk at cmonk@rbge.org.uk

Closing date: Midday (GMT) Friday 21 June 2024
Interview date: Tuesday 9/16 July 2024
Project Information: https://www.rbge.org.uk/news/edinburgh-biomes

If you haven’t heard from us within 2 weeks of the closing date, please assume your application hasn’t been successful on this occasion. No recruitment agencies please.

Role Profile:

The CRM & Insights Manager is responsible for leading effective and efficient management of customer data at V&A Dundee across ticketing, retail, membership and CRM systems.

The role will lead on data and insights for the museum to inform audience development, evaluation and reporting for key stakeholders. The role oversees the operation and development of these systems, working across departments to maximise income generation by embedding activation strategies to grow income, data, loyalty, support and attendance.

Duties and Responsibilities:

Work in collaboration with the Head of IT and Digital to deliver an integrated and responsive IT service focused on CRM and ticketing platforms which will support the operation of the museum, its public and business objectives.

Develop, implement and manage an insight-led CRM strategy defining how the organisation manages customer relationships, from visitors to members to external stakeholders.

Define and lead cross departmental data acquisition plans to inform audience development ambitions and targets.

Creation and delivery of an overarching retention and acquisition strategy, including data driven segmentation.

Manage upskilling and training for CRM users across the organisation.

Play a pivotal role in building loyalty, repeat visits and income generation in collaboration with the Marketing and Membership teams and the wider organisation.

Lead the organisation’s approach to GDPR, ensuring policies and guidelines in place around collection and use of data.

Implement and maintain legal compliance and full business continuity protocols for customer systems and related areas, ensuring particularly that the front of house team is fully supported in any instance of systems failure.

Analyse and evaluate data to provide reporting, support data dashboards, evidence-based recommendations, and support for services to achieve organisational objectives and defined performance measures.

Use data to analyse customer satisfaction and market research to identify the latest strategies to improve, build and strengthen customer relationships.

Generate and manage regular customer data reporting to internal team as well as external partners including Dundee City Council, the V&A, ALVA and ASVA.

Work with the directors of Audiences & Media and Operations to ensure effective pricing structures are in place.

Project manage all upgrades to existing customer systems, troubleshooting on issues and any changes and migrations.

Provide cover for the IT & Business Intelligence Officer during periods of annual leave.

Be available out-of-hours in emergencies or to respond to urgent ticketing, retail or CRM business continuity issues on an occasional basis.

Line manage the CRM & Ticketing Officer including goal setting and personal development.

Any other duties determined to be reasonable for this position.

For a full job description and personal specification please click view on website.

Role Profile:

The CRM & Insights Manager is responsible for leading effective and efficient management of customer data at V&A Dundee across ticketing, retail, membership and CRM systems.

The role will lead on data and insights for the museum to inform audience development, evaluation and reporting for key stakeholders. The role oversees the operation and development of these systems, working across departments to maximise income generation by embedding activation strategies to grow income, data, loyalty, support and attendance.

Duties and Responsibilities:

Work in collaboration with the Head of IT and Digital to deliver an integrated and responsive IT service focused on CRM and ticketing platforms which will support the operation of the museum, its public and business objectives.

Develop, implement and manage an insight-led CRM strategy defining how the organisation manages customer relationships, from visitors to members to external stakeholders.

Define and lead cross departmental data acquisition plans to inform audience development ambitions and targets.

Creation and delivery of an overarching retention and acquisition strategy, including data driven segmentation.

Manage upskilling and training for CRM users across the organisation.

Play a pivotal role in building loyalty, repeat visits and income generation in collaboration with the Marketing and Membership teams and the wider organisation.

Lead the organisation’s approach to GDPR, ensuring policies and guidelines in place around collection and use of data.

Implement and maintain legal compliance and full business continuity protocols for customer systems and related areas, ensuring particularly that the front of house team is fully supported in any instance of systems failure.

Analyse and evaluate data to provide reporting, support data dashboards, evidence-based recommendations, and support for services to achieve organisational objectives and defined performance measures.

Use data to analyse customer satisfaction and market research to identify the latest strategies to improve, build and strengthen customer relationships.

Generate and manage regular customer data reporting to internal team as well as external partners including Dundee City Council, the V&A, ALVA and ASVA.

Work with the directors of Audiences & Media and Operations to ensure effective pricing structures are in place.

Project manage all upgrades to existing customer systems, troubleshooting on issues and any changes and migrations.

Provide cover for the IT & Business Intelligence Officer during periods of annual leave.

Be available out-of-hours in emergencies or to respond to urgent ticketing, retail or CRM business continuity issues on an occasional basis.

Line manage the CRM & Ticketing Officer including goal setting and personal development.

Any other duties determined to be reasonable for this position.

To view the full job description and personal specification please click on apply.

Setting the scene…

We are Ian Macleod Distillers (IMD), a fourth generation family owned and managed whisky and spirits business operating across the UK and internationally. We are producers of multi award winning premium whisky and gin with many other whiskies and spirits as part of our exquisite portfolio. Crafting Spirits with Passion is what we do best… not only are we brand builders, but we are also producers, distributors and suppliers in Business to Business and Business to Consumer channels. We are a brand led, successful family business with our spirits (people and brands), at our very core. Driven by passion, enthusiasm, and solid business values, we are a business you will want to take a look at!

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Our opportunity…

Here at IMD, we strive to deliver a truly positive and engaging customer experience throughout all the key touch points in the customer journey with us. As we continue to grow and expand our business, we have been looking at opportunities to enable us to further enhance and refine the customer experience.

Aimed at a junior to mid level experienced candidate, we are looking for a passionate and engaging individual, with customer experience at the heart and soul of what they do, to join our IMD family as part of our established Customer Experience team on a permanent and full-time basis.

As a Customer Experience Executive, you will be the primary contact and provide best-in-class customer service across multiple facets of our business including all our ecommerce and trade sale customers, our Brand Homes department and managing general brand enquiries, providing timely and resolution focused support, escalating queries to the relevant person or department as required. It is therefore imperative that the successful candidate has the ability to build strong working relationships with key internal and external stakeholders. It is critical that the role holder acts as a brand representative at all times and has excellent written and verbal communication skills. In addition, having the ability to work autonomously and independently, delivering support in a timely and proactive manner is essential.

We are looking for an omni channel expert across telephony, email and other digital specialisms who has a minimum of 2-3 years’ experience working in a similar customer experience role to ours and we would welcome the successful candidate’s insight and creative suggestions to help us improve the overall customer experience and journey. Ideally the successful candidate will have previous experience across both ecommerce and trade customers, in addition to having experience working within the whisky and spirits industry (desirable).

The role will initially be based at our office in Broxburn however, following full induction and training, some hybrid working opportunities will be available. The role will be working on a 5 from 7-day basis which over time will include weekend work. Candidates must be able to demonstrate that they currently have the required documents to live and work in the UK.

Next steps…

Our Customer Experience Executive role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you!

To apply for this opportunity, click the ‘apply now’ button to create your own recruitment account with us and submit your application and CV. Please remember that along with your CV, you will need to answer some key questions and submit a tailored cover letter, clearly outlining why your skills and previous experiences are a perfect fit to what we are looking for! This is your opportunity to make yourself stand out from the crowd!

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

KEY RESPONSIBILITIES
Working within the Major Gifts team, you’ll;

1. Be the first point of contact for Major Gift fundraising enquiries and correspondence, and either respond direct, or field to colleagues as appropriate. As first point of contact your approach, tone and demeanour are critical to establishing positive relationships with key supporters.
2. Management of major gift fundraising email inboxes, ensuring responses are made efficiently and in a timely manner.
3. Ensure Major Gift pledges and received are correctly coded in the CRM, and the donor records updated, and next actions assigned as necessary for follow up.
4. Ensure donors are promptly thanked by preparing highly tailored letters on behalf of team members, maintaining the best standards of donor care.
5. Informing colleagues across the Trust when restricted donations are received.
6. Liaise with colleagues across the Trust to research activity for populating proposals, reports, letters, and general communications.
7. Assisting in the regular communications plan including monthly e-bulletins sent out to donors to keep them informed of our work
8. Assisting in the preparation and fulfilment of postal mailings to donors and prospects, which take place throughout the year
9. Liaising with suppliers as required to support delivery of our Major Gifts programme.
10. Assist in the streamlining of the database as required by the Major Gifts team and wider Fundraising team.
11. Working with the Major Gifts Manager, and fellow fundraising colleagues efficiently use the database to plan guest lists, record attendance, and manage responses and correspondence. Additional events administrative tasks may be required.
12. Working with the Major Gifts Manager, and with colleagues in the wider fundraising team to assist in developing and maintaining an excellent knowledge of high value donors and identifying new prospective supporters. Carrying out this activity, according to fundraising best practices.
13. Coordinate next steps and with support of the Manager and Executive utilise the CRM to assign actions that are required of Trust colleagues to ensure continuity, urgency, and deepen our relations with high value donors.
14. Working closely with Fundraising Operations use the Trust’s finance system to arrange payment of suppliers, and ensure the effective recording, and thanking of donations made to the Trust.
15. Lead on ensuring the Major Donor Team’s administration and correspondence is recorded in our CRM to ensure accurate records are kept, and effective donor journeys are delivered, while adhering to the Data Protection Act.
16. Assist in writing and recording correspondence to be sent to Major Donors, requiring accuracy and care in preparing. Communications may be in form of letters, written proposals or ebulletins.
17. Provide mutual administrative support to colleagues across the team to cover absences.
18. Maintain and enhance your personal knowledge, skills and networks to ensure best practice and excellent major donor development and care by playing an active role in the appropriate professional bodies and internal organisational groups.
19. Represent the charity at events as required.
20. Be flexible, with a willingness to work non-traditional hours and be available to travel in the UK.

Contract Type: Permanent
Grade: FC07
Salary: £31,179 – £38,950 per annum
Hours: 36 hours per week
Location: Iona House, Kirkcaldy / Home working
Job Reference: ON000493

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild. We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting.

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities. If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses, so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role
We have an exciting opportunity to join our finance team as an Accounting Technician based at Iona House, Kirkcaldy. The purpose of this post is to assist with the provision of accounting and financial information for Fife Cultural Trust and its Trading Subsidiary. The successful candidate will assist with the preparation of annual budgets, producing and monitoring reports, produce draft accounts and be responsible for the daily management and control of the financial ledger system.

The post is 36 hours per week, Monday to Friday and will include hybrid working.

You can view the full job spec on our current vacancies page on our website.

About You
You will be educated to HNC level (or equivalent) in Accountancy, with knowledge of Microsoft Office (min Intermediate level), especially Excel and experience of working in an accounting environment with ERP systems Oracle, Xero/Sage or similar. You must have strong numerical and communication skills.

This post also includes the leading of two team members therefore a previous track record, or an interest in managing people is preferred.

How to Apply
If you would like to find out more information about this role before applying, please contact Martina Kutzer-Prenzlow, Head of Finance for an informal chat. Contact details can be found our current vacancies page on our website.

When you’re ready to apply, please complete our application form and equal opportunities form and return them to the HR team at hr.fct@onfife.com. The application pack can be downloaded from our current vacancies page on our website.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

The closing date for applications is 9am on Thursday 16 May 2024.

The Glenturret Distillery, Scotland’s Oldest Working Distillery, owned in partnership with Lalique, one of the world’s truly great luxury brands and based in an incredibly beautiful location.
This is a unique luxury Scottish brand, with the hospitality business comprising of the Two MICHELIN Star Lalique Restaurant, a busy tourist attraction and Aberturret Estate House. We are a forward-thinking, fast-growing business with ambitious expansion and global business growth plans.

We are currently seeking a highly experienced, supremely organised and self-motivated Executive Assistant to adeptly support the Executive leadership team.

The Executive Assistant is a professional, responsible for supporting the Managing Director and senior-level managers and their departments by performing various administrative tasks. This role will involve efficient coordination, organisation and communication across all departments of The Glenturret Distillery. Including but not limited to diary management, responding to emails, travel bookings, expense claims, minute taking, maintaining filing systems, managing office sundries and office equipment, collating and preparing reports and presentations and supporting with HR administration.

Working closely and confidently with our senior leaders across the business, you’ll be effective at working independently and acting on your initiative.

About You:

The successful candidate should have prior experience as an Executive Assistant/ Personal Assistant, or similar administrative role within a busy office environment with the proven ability to manage a varied workload to achieve priorities and meet deadlines, whilst maintaining high standards of work.

With a positive, resourceful, can-do attitude, you thrive in a fast-paced environment with the ability to work well under pressure and to deal with challenging situations and solving problems in a professional and courteous manner. You’re flexible, adaptable and able to handle multiple tasks and challenges at once; always proactive you love to take the initiative and don’t wait to be asked!

The position requires strong communication skills, attention to detail and flexibility as well as sound judgement and decision-making skills and a high level of integrity and discretion especially when handling confidential information.

A strong and effective communicator, confident and energetic, you adeptly network with all levels of the business and have the ability to foster a positive work environment. Excellent writing, editing and proofreading skills as well as proficiency in MS Office with a high degree of computer literacy is essential.

What is on offer for you!
• Fantastic career and development prospects
• 37 days holiday per year (Pro rata)
• Double matched workplace pension
• Death in service assurance
• Generous on-site discounts within The Glenturret gift shop, The Lalique Boutique,
The Glenturret Café, and The Lalique Restaurant
• Free onsite parking
• Cycle to work scheme
• Discount on gym membership
• Access to the Glenturret Branded Portal offering external discounts in numerous
retailers, travel, entertainment, fashion, health and beauty, food, and drink
• Access to an employee assistance programme
• Use of the Association of Scottish Visitor Attraction membership cards (ASVA)

Scottish Canals are the custodians of the nation’s canal network and surrounding estates.  Our vision is to invest in the canal network to generate lasting benefit for people and communities; celebrating their industrial heritage, ensuring they offer quality green and blue spaces for people and communities and contribute to Scotland’s resilience in tackling climate change.

Our success is rooted in valuing the contributions of our entire team – we care, we create, and we collaborate to continue to deliver a whole range of activities from boating, paddling, walking and wheeling to living and playing and improving what the canals have to offer to our visitors and communities.  We also work collaboratively with our partners and stakeholders to contribute to a wealthier, fairer, greener and more resilient Scotland.

As an employer we offer a truly unique opportunity to be part of our team, help us realise our vision and contribute to safeguarding our heritage and ensuring our canals flourish now and in the future. 

We currently have an exciting opportunity for a Customer & Business Support Assistant

to join our Customer Operations team based at the Canal Office, Seaport Marina, Inverness. You will work within a small office team that have varying responsibilities with no two days the same.    

The role is offered on an 18-month secondment basis, and with a starting salary of £26,110 (Band B).  Working hours are 37 hours per week, Monday – Friday.  

Scottish Canals offer a generous annual leave entitlement of 28 days, plus 10 public holidays, along with enhanced sick pay, discounted shopping vouchers, health cash plan and a contributory pension scheme with up to 10% employer contribution.

Primary responsibilities of the role:

Provide effective frontline Customer Service, dealing with enquiries in person, by phone, email and social media
Efficient, accurate and timely delivery of administrative support, cash handling, dealing with customer accounts
Liaise with other teams across the business
Assist with informing content and maintenance/development of customer information on our website, social media, customer notices and guides
Delivery of marina services such as visitor berths allocation, marine diesel sales and shore power

Qualifications and knowledge required:

Educated to HNC or equivalent level in Business Administration or hold comparable experience in a similar role

Skills and experience required:

Excellent communication skills, approachable, friendly with the ability to deliver relevant information
Show initiative when problem solving and an understanding of time management  
Excellent IT and Administrative skills
Experience of frontline Customer Service

Qualities & abilities required:

A friendly, outgoing approach to team work

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Support colleagues across the organisation with specialist advice and practical guidance on the implementation of privacy management policies and procedures.
• Assist in the recording, monitoring, and reporting of risks associated with data processing activities and identify actions that can be taken to mitigate risk.
• Assist in the preparation of reports to the Trust’s Board and Executive Committee through the collation of key management information, including case management statistics and updates on the delivery of training.
• Support the annual review of all privacy management policies and procedures in line with legislative changes and organisational requirements.
• Plan for legislative changes and their impact on Trust activities, identifying risk associated with the changes and managing workload to address such changes.
• Support the delivery of mandatory training in data protection, cyber security, and PCI DSS – including the delivery of refresher training to volunteers and employees.
• Process data subject rights requests, including Subject Access Requests, Erasure Requests and Objections to Processing, in line with the legislative timescales.
• Support the development of an annual auditing framework for data processors to ensure they continue to meet our expectations in the handling of Trust data.
• Work with the DPO to advise on possible solutions to challenges with systems and processes in order to mitigate risk.
• Coordinate and record quarterly meetings with the data champions’ network.
• Oversee the production of a quarterly newsletter with support of the data champions.
• Lead on the review of the data inventory and ensure it remains up to date.
• Promote and advise on the application of data protection by design and default when developing new systems and processes across the organisation.
• Support the DPIA process, including supplier due diligence and review of third-party contracts, including those involving international data transfers.
• Work alongside internal stakeholders to contain, recover and respond to data breaches and cyber security incidents – acting as the key contact for external stakeholders, including the Information Commissioner’s Office, OSCR and Police Scotland, in the absence of the DPO.
• Support the delivery of data protection and cyber security projects as required.
• Deputise for the Trust’s DPO in their absence.
• Report on risk, incidents and vulnerabilities to the Executive Committee, in the absence of the DPO.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supporter Care
• Co-ordinate and manage the effective delivery of day to day operations of the Supporter Care Team, ensuring all tasks are allocated, monitored and delivered effectively including administration tasks such as dealing with incoming enquiries, outgoing communications and processing memberships, payments, refunds, gift aid, direct debits and mail
• Co-ordinate and oversee effective delivery of other tasks as necessary or directed
• Ensure delivery of exceptional supporter care in response to enquiries via telephone, email, social media, website, letter and occasionally face to face
• Direct individuals to undertake and complete tasks professionally and effectively
• Monitor and report on team performance and effectiveness
• Manage and respond to complaints, escalating to the Supporter Care Manager as necessary
• Identify and recommend process and systems improvements to improve team performance, member service and member experience to the Supporter Care Manager
• Implement and monitor process and systems improvements as agreed with the Supporter Care Manager
• Meet supporter care service targets
• Ensure industry and NTS best practice is adhered to
• Positively influence team culture and performance
• Represent the Trust, communicating effectively and confidently to internal and external team members, colleagues and stakeholders.
• Evaluate supporter feedback and identify ways to maximise supporter satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Produce written reports when required to do so.
• Proactively establish and develop good working relationships with individuals and departments across the Trust as well as our external fulfilment house and ensure the team has the information they need to deliver to members.
• Monitor the Supporter Care Team to process supporter data in accordance with GDPR and PECR regulations and work closely with the Supporter Care Manager and CRM Manager to ensure supporter data is effectively managed.
People management
• Motivate, support, advise and develop the Supporter Care Team Executives, acting as a first point of escalation for any complaints received.
• Plan team rotas to make sure that there is sufficient cover at all times.
• Lead on developing and delivering training to Supporter Care Team.
• Provide induction and on-going training and coaching of team members.
• Provide team and individual insights to the Supporter Care Manager for the purposes of e.g. formal Performance Review (Annual and Mid-Year).
• Assist with the recruitment of new team members.
Strategic support
• Identify and recommend to the Supporter Care Manager and Head of Membership measures that improve service provision and supporter experience in order to drive achievement of targets and strategic goals