Visitor Services

Full-time and Permanent
Salary £27,362 per annum plus 20% shift allowance of £5,472 per annum
Plus generous benefits package
On site

About the role

We have a fantastic opportunity for a Security Attendant to join our enthusiastic and dedicated Security team. Security Attendants are an important part of the Security & Visitor Engagement team, helping to protect the National Galleries of Scotland’s world-class collection of art and our listed buildings while ensuring visitors always have a safe and enjoyable visit.

You’ll work across our four beautiful buildings in the heart of Edinburgh (the National, Portrait and Modern). You will provide a visible, and reassuring presence whilst delivering high standards of security and customer service. This is a varied role requiring strong judgement, professionalism and the ability to respond calmly and effectively to changing situations.

As part of a 24/7 operation, you will help us maintain a high-quality security service across our Galleries. You’ll monitor and respond to security and fire systems, carry out patrols, control access to restricted areas, support emergency procedures and maintain accurate records. You will also engage positively with visitors and colleagues, providing information, assistance and guidance in a professional and approachable manner.

Technology is central to the role and successful candidates must be very confident using a range of digital systems and security technology. This includes CCTV systems, alarm monitoring systems and communication tools. Strong IT skills are essential, including the ability to use MS Office software such as Word, Outlook and Teams to complete accurate handovers, incident reports and other records. Previous experience of using security systems is not mandatory as training will be given however, you should be comfortable learning new systems and following procedures accurately and consistently.

We are looking for individuals with excellent communication skills, strong attention to detail and the ability to remain focused and professional throughout both busy periods and quieter lone-working environments, including night shifts. You will be adaptable, reliable and able to follow instructions and procedures carefully whilst using your initiative to make sound decisions when required.

The Security team provide 24/7 cover, 365 days a year, working a rotating pattern of 12-hour shifts. Averaging 35 hours per week, the standard rota is made up of 2-day shifts / 2-night shifts followed by 6 days off and will include weekends, night work, Bank Holidays or Public Holidays as normal days of work. Teams also work 6 additional shifts flexibly throughout the year.

If you do not meet every desired criteria, but feel you have the skills and experience to thrive in this role as well as a genuine interest in working for the National Galleries of Scotland, we would encourage you to apply.

The difference you’ll make

In all that you do, you’ll support the team, reporting to the Security Supervisor you will:

– Supervise members of the public to ensure the safety of the collections and regulation of those failing to comply with the Gallery’s conditions of entry.
– Provide a high standard of visitor care, maintaining a professional front and being the public face of the National Galleries of Scotland. Welcoming visitors, answering queries and orientation.
– Staff fixed duty or access points including searching incoming baggage or containers as necessary.
– Attentively monitor fire and security alarm panels, CCTV systems and maintain accurate records.
– Ensure the safety and security of the collection by visual monitoring and operation of control room equipment.
– Be proactive in keeping up to date with our exhibitions, events and displays and engage with the public on these.
– Remain vigilant and aware of surroundings which may include standing or patrolling for long periods of time.
– Assist the public and colleagues in emergency situations.
– Supervise contractors and tradespeople.
– Patrol the galleries in silent hours and dealing effectively and calmly with situations as they arise.
– Carry out light cleaning and portering duties.
– Adhere to and enforce Health and Safety guidelines.

Who we are looking for

In answering our quick questions tell us more about you, how you meet the requirements, and what you will bring to the role. This will be your opportunity to stand out as well as tell us what you are looking for from us.

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Previous experience of working within a customer service or retail environment.
– Excellent IT skills including MS Outlook, Teams, etc.
– Confident using technology including using a range of digital systems and security technology and learning new systems.
– Ability to follow procedures accurately and consistently.
– Excellent interpersonal / communication skills (written and oral).
– Ability to use initiative and work well as part of a team.
– Flexible approach to the job and comfortable adapting to new role challenges.
– Helpful manner with colleagues and the public.

It would also be great if you have:

– Security experience.
– Knowledge and appreciation of art.
– First Aid qualification or be willing to undertake training to obtain.
– Willingness to work occasional overtime assisting at evening functions.
– Knowledge of another language (e.g. Gaelic) is desirable but not essential. 
– Full driving licence.

Please apply directly via our careers portal. Applications via email will not be accepted.

The closing date for applications is 12 noon on Monday, 01 June 2026.

About the role

We are delighted to be hiring both part-time and full-time Visitor Assistants to join our welcoming and dedicated team to support our exciting 2026 exhibition programme. We’re looking for confident, friendly and proactive individuals who thrive in public-facing environments and genuinely enjoy engaging with people. You will have proven experience in visitor attractions, retail, hospitality, or other customer-focused roles where delivering excellent service and clear communication are central to your work.

This is a highly visible front-of-house role where no two days are the same. Working at key entry points across our galleries and on the Switchboard, you will act as the first point of contact for visitors. You’ll respond to questions, actively approach and engage with visitors, providing a warm welcome and helping them make the most of their visit from the moment they arrive.

You will communicate confidently and professionally with visitors in person, over the phone and via email, answering queries, resolving issues and providing accurate information across all contact points. Strong IT skills are essential, as you will use digital systems to access information, log enquiries and support day-to-day operations.

You will regularly deal with a wide range of situations, from routine visitor enquiries to more complex or unexpected challenges. This may include supporting visitors with accessibility needs, responding to complaints or concerns, and handling operational issues calmly and professionally. The ability to think on your feet, remain composed under pressure and adapt your approach is essential.

As a Visitor Assistant, you will also support income generation activity by promoting our Friends scheme, encouraging donations and actively selling tickets and other products, while always delivering an excellent visitor experience.

If you have a confident, outgoing manner, strong communication skills and enjoy working in fast-paced environments where people come first, we’d love to hear from you.

Working from a choice of 2 days, 3 days, 4 days, or 5 days per week on a variable pattern over 7 days, we have roles available over the following dates: 
– 25 July 2026 to 31 January 2027
– 01 August 2026 to 01 November 2026

Please note: Applicants must be available to start no later than 01 August 2026 and able to commit to the full duration of the contract period. These roles are not suitable for those seeking short-term summer employment.

The difference you’ll make

Our Security and Visitor Experience team exists to ensure our visitors can explore, experience and enjoy our artwork safely and securely at our various Galleries. In all that you do, you’ll support your colleagues by welcoming visitors, helping them enjoy their experience of the National Galleries of Scotland and making the most of their visit. The Security and Visitor Experience team’s three key responsibilities are: 

– Visitor Engagement: aiming to deliver an exceptional experience to all our visitors in a welcoming, inclusive, and informative environment. 
– Income generation: encouraging donations, selling tickets for paying exhibitions, and signing up visitors to our Friends scheme.
– Security: endeavouring to keep people, our buildings and works of art safe, responding effectively to risk. 

Reporting to Supervisors and Operations Manager you will:

-Provide welcoming and engaging conversations with our visitors at the entrances, on the phone and via email giving advice and answering queries.
– Actively promote our Friends scheme and convert visitors into Members.
– Drive satisfied visitors to make donations to our boxes situated at the entrance/exit to the Galleries.
– Sell tickets and other products.
– Seek out all NGS related content gaining knowledge to act as an ambassador about our galleries, our collection and exhibitions, events, our shops and cafes and other activities.
– Communicate with colleagues across departments to gather information to answer visitor enquiries.
– Share knowledge and expertise with team members to improve understanding across the department.
– Accurately collect all customer data in line with GPDR and NGS guidelines.
– Follow departmental cash handling procedures performing accurate reconciliations.

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Outstanding interpersonal skills enabling you to engage with people to provide information and deliver sales. 
– Previous experience of working within a front-line, retail, sales, customer services or entertainment environment. 
– Be a strong communicator in person, in writing and over the telephone.  
– Competent at using office systems such as Office 365.
– Have the resilience to positively respond to challenges and prioritise operational demands.
– Work well in a busy environment with strong organisational skills.
– Accurate with figures and experience of cash handling and other methods of payment.
– Enjoy working as part of a team and with the public.
– Flexible approach to the job and be able and willing to work weekends, evenings and any required overtime. 

It would also be great if you have:

– Knowledge of Gaelic and/or other languages is desirable but not essential. 
– Knowledge and appreciation of art 

Please apply directly via our careers portal. Applications via email will not be accepted.

The closing date for applications is 12 noon on Monday, 25 May 2026.

Thank you for your interest in the post of Guide with Historic Environment Scotland based at Stirling Castle. This is a full-time, permanent post, working 35 hours per week (five days out of seven) which will include weekends and public holidays.

You will provide the highest standard of customer care to visitors, and you will also be responsible for enthusiastically providing information and assistance, where appropriate. You will be responsible for ensuring visitor safety at all times, whilst maintaining the high standards of presentation and professionalism that Stirling Castle prides itself in.

JOB PURPOSE
The main purpose of this role is to clean and maintain standards in the holiday accommodation situated at Brodick Castle. The post holder will provide an efficient, reliable service and high standards in housekeeping based on the needs of the property. Areas will also include but are not limited to; holiday accommodation, visitor restrooms, café’ and castle, ensuring that these areas are cleaned and maintained to the highest standards, to make the property the best possible place to visit and work.
Occasional evening work may be required as well as supporting other departments on site depending on operational need at the time.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The post holder is responsible for always providing a consistently high standard for visitor care which includes a wide variety of housekeeping duties in connection with the well-being and care of the property. Besides the focus on the area housekeeping the role supports other areas such as admissions, catering, retail, functions and events etc. in response to the needs to the business.

• Changeovers in the holiday accommodations.
• General cleaning of surfaces (e.g. windowsills, skirting boards and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of the public areas, offices, meeting room, retail, café areas, public and staff toilets and entrances to the Museum and other areas as required.
• General maintenance, include things like replacing bulbs, function and event set ups, small DIY repairs.
• Contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e. recycling, and any other duties which are in line with our green policies.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager.
• Wearing correct uniform, name badges, or PPE as required.
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care;
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• Only use approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Ensure Safe Systems of Work and guidelines are implemented effectively within the role.
• The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.
• Current, clean driving license is required.

Skills, Experience & Knowledge
Essential
• Sound previous housekeeping experience including:
o cleaning and presentation of areas open to the public
o Evidence of taking action to identify health and safety issues, required repairs, damage etc.
• Personal commitment to high standards of cleanliness
• Personal commitment to excellence in customer care
• Flexible, helpful outlook to customers and colleagues
• Attentive to detail with an eye for presentation and finish
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies
• Excellent interpersonal skills, with an ability to get along with a wide range of people
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• An understanding and commitment to the aims and objectives of the National Trust for Scotland
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.