Visitor Services

This is a performing role based in Stirling. Looking for someone to start as soon as possible. Recent Performance experience is essential in a similar role.

As an independent visitor attraction our ethos is grounded in providing truly genuine and memorable experiences in a meaningful and memorable way. Since re-opening the Old Town Jail attraction in 2015 we have continued to invest in and expand the visitor offering including live top-rated performance tours, self-guided audio experience and escape rooms.

This is an exciting opportunity for a varied and rewarding role. We are looking for someone with the right attitude and mindset to thrive in a fast paced and hands-on environment. You must have a passion for customer service combined with performance experience and a creative can-do approach.

As a performer within the Jail you are responsible for the well-being of our visitors and each other. Below is an overview of the key responsibilites, there will be occasions where additional duties may be required in order to meet the needs of the business. Stirling Old Town Jail is an inclusive, supportive and creative environment in which we are take proud ownership or our responsibilities to provide the best possible expereince for our visitors.

· Providing performance led tours of the attraction to visitors including operation of AV prompts

· Front desk duties including admitting visitors to the attraction, taking payment, managing bookings, and promoting the Jail experience as well as handling any general enquiries or feedback

· Passionately providing local knowledge and key historical information to visitors

· Ensure a safe working environment for our team and our customers

· Maintaining the cleanliness of the visitor experience

· Supervision of Escape Room sessions, ensuring the reset and delivery of each session in a safe and friendly manner

· Responding to online customer reviews in a friendly and professional manner

We recruit based on your potential as well as your experience. You will play an important role in the business which provides a secure and rewarding working environment. We believe a great workplace is one that represents the world we live in and how amazingly diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are – your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion and mindset for success and an intention to bring your best to a growing team.

Job Types: Part-time, Full-time. We are a living wage employer.

Email all applications to siobhan@oldtownjail.co.uk including CV and covering letter.

Summary
The National Trust for Scotland is passionate about Scotland’s heritage, we make a difference to what makes Scotland so special. Brodick Castle, Gardens & Country Park comprises of gardens, woodlands and waterfalls, a grand baronial castle and estate, a Woodland café, park café, gift shop and holiday lets. Set in the picturesque town of Brodick on the Isle of Arran, Brodick Castle is Britain’s only island country park. This heritage site attracts visitors from far and wide so as Facilities Visitor Services Manager (VSM), you will be someone who enjoys a varied and dynamic working environment.

The Facilities VSM will be passionate about caring for one of the Trusts most iconic properties, Brodick Castle and its wider estate. The Facilities VSM is responsible for supporting the optimisation of properties facilities and services, operational leadership, and the smooth running of the property, gardens and country park. Specific areas of responsibility include:

• Ensuring compliance is met and adhered too across the property and within the team
• Sustainability and environmental management
• The conservation of the property and wider estate
• Financial Sustainability
• Project management
• People Management of a small Team
• Willingness to develop new skills, knowledge and qualifications in relevant fields.

Job Purpose
The Facilities VSM reports directly to the Operations Manager having a hands-on, practically focused role which supports the Operations Manager with close collaboration between the Castle and central teams, as well as interdepartmentally on site. The Facilities VSM has first-line responsibility for the supervision of all services and maintenance that support the core business at Brodick Castle. They will ensure that all managed departments are safe, secure, clean and comfortable environments in which the Team, students, and volunteers can effectively work, and visitors and tenants can enjoy. Achieving this by using best practices to improve efficiency, reduce operating costs and improve visitor enjoyment.

This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors. The Facilities VSM will lead a high standard of operational safety, security and presentation at Brodick Castle, additionally overseeing the maintenance of tenanted properties as well as other areas such as, but not limited to, the café and Isle and be Wild play park. They will also support the Operations Manager in monitoring, maintaining and using the maintenance equipment and utility budgets in the most efficient manner.
Some weekend work is required, including supporting events throughout the year and out-of-hours calls. The Facilities VSM will be expected to work flexibly, taking time off in lieu if required, in accordance with Trust policy. As a key member of the wider management team at Brodick Castle the Facilities VSM will work with the Management Team to deliver the visitor experience strategy, promoting good communication across the property and a joined-up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.

Key Responsibilities and Accountabilities
• Effective management of planned and preventative maintenance, ensure property and team compliance is met and adhered to as well as utilising NTS tools to control costs.
o Areas included but are not limited to: water treatment plants, PAT testing, gutter clearance, roof checks, drainage clearance, heating systems etc.
• Ensure services are maintained and monitored appropriately with regular meter readings and preventative maintenance.
• Support the development of business plans for the maintenance and renovation of buildings and services across the estate, including new and innovative ways of implementing green energy and environmental management.
• Lead H&S audits, insurance inspections, insurance compliance tracking and record keeping for properties within our estate.
• Be focused on the security of both the buildings, collections and Team by ensuring security systems are checked, updated and maintained regularly.
• Ensure all areas are safe and any incidents/accidents are reported, and health and safety concerns are reported to the Operations Manager.
• Ensure risk assessments/activity procedures are reviewed regularly, in place and adhered too including the management and issue of correct PPE.
• Be responsible for the procurement and supervision of contractors and surveyors to site including investigating the addition of new trades suppliers to our portfolio where necessary.
• Monitor energy data regularly and take necessary action to maintain budgets, working with central teams when required.
• Provide emergency support for the Duty Manager developing their understanding of the properties key systems including heating/lighting, fire and security, water and sewage systems.
• Have access to shared vehicles and be responsible for carrying out vehicle checks and maintenance.
• You will work under your own initiative to plan and priorities maintenance using effective strategies to ensure consistent standards of quality.

JOB PURPOSE
The Head of Collections provides strategic leadership and policy oversight across the management, care and conservation of collections and interiors, as well as the technical solutions that support delivery of this work across the Trust. The scope of interest within the Collections Team includes historic interiors, objects, books, photographs, digital collections and archives. This national role supports, advises and at times directs colleagues in regional and local teams to maintain standards and further the strategic priorities of the trust and leads on the promotion of the importance of management and conservation of collections for preservation and access in support of the Trust’s charitable purpose.

Internally, the role is responsible for establishing and managing systems and standards (both IT systems, and manual processes) that are responsive to the operational needs of the Trust and lead to efficiencies and improvements in Collections Development, Collections Care and Conservation, Collections Information Management, and Access to collections information. Externally, the post-holder will have lead responsibility and maintain relationships with key sector bodies in cultural collections management, such as Museums Galleries Scotland, ICON, Collections Trust, CILIP and the ARA, as well as managing relationships with research partners in museums, archives, and universities on collaborative collections management and conservation research projects. They will pursue opportunities to promote the Trust’s work, as well as constant horizon scanning to ensure NTS can anticipate and respond to national and international trends in collections management and conservation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Provides leadership in collections management, collections care and conservation; ensuring that NTS heritage collections are managed in line with national and internationally recognised standards and legislation
• Develops policies, strategic plans, and projects for the consistent documentation and cataloguing of all collections.
• Develops policies, strategic plans, and projects for the delivery of collections care and conservation in line with NTS strategic priorities, determined, when possible, through interpretation of data
• Leads on an NTS-wide strategic approach to collections review and rationalisation, the reduction of long-term loans, and the long-term management of stored collections
• Oversees the development of integrated information management systems across the collections, optimising use of existing database systems (Axiell Collections, Portfolio Extensis, Preservica) and the CIIM middleware, and working closely with suppliers and the IT Services
• Leads on the development of digitisation strategy, digital preservation of digital archives and photographic collections, and the implementation of good practice in IPR management within the NTS collections systems and processes
• Ensures highest standards of courtesy and stakeholder management from the Collections Team when responding to and working with lenders, donors, funders and donor families
• Provides expert technical advice and support to colleagues in operational teams and supports development of relevant internal networks in archive, library and collections management and collections care and conservation practice
• Oversees the development of policies and processes to improve the safety and security of collections, including; monitoring and responding to trends in loss and damage to collections, advising regional teams on how to access specialist collections security advice, working with the People Team to embed mandatory collections security training into annual programmes, and ensuring availability of training and support for collections audit, emergency planning and collections salvage
• Maintains systems for the valuation of collections for insurance purposes, and the regular and efficient reporting required by the insurers and lenders including during major incidents and emergencies involving collections
• Leads on the acquisition and disposal process for collections and objects to support decision making by ExCo and the Board as necessary.
• Works collaboratively with colleagues in Audiences and Support and Public Engagement and Research Directorate, to develop projects that will expand public engagement with and understanding of the Trust’s collections and their importance through the development of online access via the Trust’s website, and through other means, such as exhibitions and learning and research programmes
• Proactively seeks opportunities to promote NTS externally by promoting examples of internal best practice and act as the lead advocate internally for integrated collections management, collections care and conservation, and digital preservation
• Ensures regional property staff can access professional collections care and management support for all collections, including archives and historic libraries, at the earliest stage in project planning. They should expect to receive integrated support for acquisitions, exhibition planning, long loans, review and rationalisation, auditing and location control, collection decants, pest management and house-keeping regimes, remedial conservation and training for property staff.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Undergraduate degree in a relevant subject or demonstrable knowledge gained in a similar or transferable role
• Post-graduate qualification in Museum Studies, Collections Conservation or equivalent

Skills experience and Knowledge
• Recognized leader in the field of heritage collections management with direct experience in a senior collections management role within a heritage/museum context
• Highly developed and proven team management skills and experience
• A passion for communicating to the public the importance of heritage collections, and working with others to find innovative ways of doing so
• Strong IT skills with proven specialist knowledge of collections management systems
• Sound knowledge of ethical, legal, insurance and indemnity issues for heritage collections.
• Strong technical knowledge of current best practice in collections management and documentation across museums, archives, and libraries
• Strong understanding of best practice in the Care & Conservation of collections and interiors
• Demonstrable experience of best practice standards for digitisation and digital preservation
• A track record of developing policy and strategy and delivering against strategy
• Experience of managing large collections management projects and managing multiple priorities
• Proven ability to compile an argument/business case for funding support (from internal or external sources)
• Excellent liaison and negotiation skills and ability to communicate clearly, both orally and in writing
• Outstanding interpersonal skills with a track record of high-level advocacy, both internal and external
• Strong UK and international professional networks and contacts within the sector
• Experience of commissioning and working with a wide range of external contractors
• A current driving license and willingness to travel regularly across Scotland and further afield.

Desirable
• Strong technical knowledge of current best practice in data management across natural heritage, archaeology, historic buildings, and digital collections