Management

JOB PURPOSE
This role has two purposes:
1. To support the fulfilment of the Membership Strategy, drive and lead a membership engagement and recruitment re-focus across the region as a whole, providing support at an individual property level.
2. In support of the Membership Strategy, feed a from-the-ground perspective into current and future campaigns, initiatives and offers to optimise their success.

CONTEXT
Audiences & Support (A&S) oversees a contribution of more than 50% of the Trust’s income through membership and fundraising. It plays a vital role in managing reputation and building profile which underpins every single aspect of our activity. We have ambition for it to generate more.

Membership represents a third of our income and it is a strategic and budget priority. With around 346,000 members we are the largest membership organisation in Scotland. It is a stable base of engaged advocates who understand our purpose and mission.

In 2024, we committed to undertake a comprehensive review of membership, the first of its type for at least 12 years. The key recommendations from that review were developed into the Membership Strategy, which was approved by our Board in April 2026.

Our Strategy is to grow and sustain an engaged and loyal supporter base of members who feel connected to the Trust and a deepen their relationship to us by visiting, donating and speaking up for heritage. This will be achieved through three core pillars, aligned with the Trust’s ten-year strategy, growing our membership base to 415,000, contributing over £32m per annum to our organisation by 2031.

Below the pillars sits an implementation plan which lays out the activity required to unlock growth potential. These strategic activities require resource to plan, coordinate, implement and evaluate to ensure that the aims of the strategy can be met.

This role is to support our membership growth out at our properties in our Edinburgh & East region. This role is to pilot adding additional support and focus to drive membership recruitment and engagement, with particular focus to investigate and implement strategic changes that enable our growth plan. Its success may lead to similar roles being adopted in other regions across the Trust.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

At a property/regional level:
1. In fulfilment of the Membership Strategy, drive and lead a membership re-focus across the region as a whole. Supporting individual properties with specific action plans.
2. Understand the challenges and opportunities for membership engagement and recruitment for the region and at each property, and use this knowledge to give context to driving the pragmatic operationalisation of Membership Strategy campaigns and initiatives through bespoke property membership recruitment plans – including:
• implementation activities supporting campaigns and initiatives
• development and delivery of staff training (employee and volunteer)
• agreeing milestones for achieving agreed targets
3. Actively seek opportunities to challenge current property thinking and delivery of membership engagement and recruitment, and help the property “do things differently” if this will have a positive impact.
4. Support the Membership Marketing Manager with the roll-out of campaigns – including developing collateral to support properties achieve membership recruitment targets, local media messaging etc.
5. At a regional-level, contribute a membership perspective to cross-regional/cross-functional projects – for example in collections & conservation-in-action, events & formal learning, functions, food & beverage, gardens, holidays, nature conservation, retail, new systems and processes
6. Across the region, drive income generation in year and drive conversation of visitors to members from 2.5% towards 9%, through developing tools and practice to support and sustain income growth beyond the fixed-term period.

At a central Membership function level
7. Using insight and performance data, review target achievement, test new approaches, monitor results, evaluate effectiveness, and identify opportunities for continuous improvements – and, as appropriate, feed these back into central the Membership team to influence future approaches, campaigns, and initiatives for roll-out to other regions/properties.
8. Contribute to projects that improve the member journey at our places, including: online and in-person sign-up processes, data collection, membership administration, digital cards, and EPOS till related service improvements.
9. Build a network of peer membership organisations as a forum for exchanging initiatives, information, best practice etc.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

JOB PURPOSE

The Facilities Manager will lead the Facilities Management Team covering offices at 5 Charlotte Square, Broadstone, 211 Sauchiehall Street and also providing support to NTS locations in the Central Belt. This role will primarily involve the presentation of NTS Central Offices as a high standard, well organized workplace; it includes responsibility for compliance and security, administration and planning to make the Central Offices run smoothly.

CONTEXT

In March 2027 the Central Office for the National Trust for Scotland will be at 5 Charlotte Square, Edinburgh. The Trust operates other working locations at Broadstone (50 South Gyle Crescent, Edinburgh) and 211 Sauchiehall Street (Glasgow). In addition, the Trust has buildings at Pitreavie (Dunfermline) and Stenhouse (Edinburgh) which are used for storage or general support to the running of the Trust.

5 Charlotte Square is an A Listed Georgian Townhouse that forms part of a UNESCO World Heritage Site. The office space is approximately 12,000 square metres over 6 floors. The property is undergoing extensive renovation with a completion date of early 2027 and a planned date of occupation on 1 March 2027. It will be the responsibility of the Facilities Manager to establish working practices and a building manual in conjunction with the Head of National Estates and the Chief Executive.

Broadstone is currently the Trust’s central office for general services to support the organisation. It is largely an open-plan office of approximately 11,000 sq ft, on one floor with adjacent car park comprising 59 spaces. Broadstone is on a fully repairing and insuring lease, and a service level agreement is in place for the maintenance and repair of plant, building services, security and for cleaning and grounds care services. Approximately 150 head office staff are based at Broadstone which also provides a hub for attendance by regional Trust teams. Additionally, Broadstone’s meeting rooms facilitate and host NTS Board meetings and other meetings with both internal and external stakeholders.

Most of the functions currently undertaken at Broadstone will be required at 5 Charlotte Square.

The post holder will be required to establish the correct working procedures for 5 Charlotte Square, to help with furnishing the building and setting up the routine in the new office. As a central location in the nation’s capital, it is essential that 5 Charlotte Square reflects the values and heritage of the Trust, making the place somewhere that the whole Trust is proud of and feels welcome in a safe and efficient working environment.

It is envisaged that the Trust’s presence at Broadstone will be reduced in January 2028 and withdrawn altogether in January 2030. The Facilities Manager will manage this transition, dealing with the consolidation of office functions at 5 Charlotte Square and the initial reinstatement of Broadstone and subsequent hand-back of the building to the Landlord.

The Facilities Manager will have the responsibility and authority for the security and safety of those persons in the office, including staff, contracted persons, and visitors.

The Facilities Manager will report directly to the Head of National Estates; administrative support and back-up will be provided by the National Estates team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

General Tasks
• Managing the sites at 5 Charlotte Square, Broadstone and 211 Sauchiehall Street.
• Supporting the Trust at other sites including Pitreavie and Stenhouse – there will be other sites as required.
• The postholder will be a keyholder for the buildings, with access to secure areas, including confidential information.
• The post-holder will provide a high standard of service to internal customers and to visitors to ensure that the Trust’s reputation is maintained, responding to enquiries and directing them to the appropriate members of staff.

Support Services
• Responsible for supporting facilities as required to regular head office staff and off-site staff visiting Broadstone, including but not limited to,
o Receiving and processing incoming and outgoing mail and packages in line with safety procedures.
o Operation and monitoring of resource booking systems, (eg, workstation requests, car parking, meeting rooms)
o Ordering, control and replenishment of facilities supplies, such as hygiene consumables, stationery, etc in line with delivery procedures and working closely with the Procurement team.
o Working with IT to ensure that central printing and copying equipment is serviceable and well stocked and providing support with meeting room audio-visual equipment.
• Overseeing the routine of the Central Offices including the provision of building manuals and compliance.
• Coordinating and procuring furniture and fittings.
• Arranging catering for internal meetings.

Health and Safety
• Hosting and organising induction processes for visitors and new personnel.
• In line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers and visitors in compliance with legislation.
o Assessing and dealing with emergency response situations as they arise in line with business continuity procedures.
o Ensuring the provision of a high standard of hygiene through external contractors, comprising daily cleans of the office and additional cleaning services as required.

Maintenance and building checks,
• Including but not limited to:
o Carrying out property condition/safety and fire safety checks and inspections in line with Safe Systems of Work.
o Initiating and monitoring contractor repair and maintenance in line with contractor management procedures and legislation.
o Storing, maintaining and controlling the use of all tools/equipment at NTS properties and to carry out regular audits of same.
• Maintaining on-line records in relation to the elements above to ensure compliance with legislation.

The current duties of this job do require a criminal records (Disclosure Scotland) check to be carried out.