Visitor Services

JOB PURPOSE

To ensure the safety of incoming and outgoing flights to the Fair Isle Aerodrome (FIA) by undertaking radio communications with flights (incoming and outgoing), following the standards and protocols of the Civil Aviation Authority (CAA). As required by the FIA Manager, support with other general aerodrome operations.

CONTEXT

Fair Isle Aerodrome (FIA) operates as a licenced Aerodrome under the legislation of the Civil Aviation Authority which brings with it a requirement and responsibility for the Trust to meet statutory regulations which govern airfield operations. The airfield operation on the island provides a vital communication and transportation link between Shetland and Fair Isle and is the main transportation link for the local community, contractors and professionals visiting or leaving the island. It all provides the on-island specialised emergency services required to support the community in the event of an emergency, i.e. Medivac and Scottish Fire & Rescue Services. The airfield currently operates all year responding to 425 flights transporting c. 3400 passengers and is supported by a Fire & Rescue team.

FIA is part of the Islands Cluster, of the Highlands & Islands region of the National Trust for Scotland. The overall management of FIA falls to an Operations Manager who also manages Canna, Unst, and Yell.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The Key Purposes of this role are:

• To support the Aerodrome Manager and the Aerodrome Deputy manager with radio communications with flights (incoming and outgoing), in compliance with relevant standards and protocols.
• As required on an ad hoc basis:
o To respond in a timely manner to rota and call out requirements and in doing so meet the requirements of the role as directed by the FIA Safety Management System.
o To provide passenger support, i.e. embarking, disembarking, luggage handling and ground handling in line with expected customer services standards and the Trust’s Values.
o To assist in the loading and unloading of goods and luggage from aircraft.
• To comply with the rules and regulations, including bye-laws, pertaining to the operation of the aerodrome.
• To maintain a high standard of competency by participating in a comprehensive on and off station training programme as directed by the Aerodrome Manager

OTHER DUTIES
• The post-holder may also be required to perform duties, appropriate to the post, other than those given in the job specification. The particular duties and responsibilities attached to posts may vary from time-to-time without changing the general character of the duties or the level of responsibility entailed.

Your role is one for which the duties/responsibilities/accountabilities of the role do not require you to become a member of the Protection of Vulnerable Groups (PVG) scheme.

DIMENSIONS AND SCOPE OF JOB

People Management
 Not a line manager with no supervisory responsibility for other staff and contractors working within the aerodrome.
 Will work closely with other property colleagues, (in particular FIA Manager, Deputy Manager and SFRS Manager, contractors, the local community and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments.
 Will have significant interaction with members of the public.
 Will have regular interaction with pilots and aircrew.

Finance Management
Not a budget-holder.

Tools/Equipment
• Will be frequent user of machinery, tools and equipment subject to appropriate training.

Physical Environment
• A level of physical fitness is required as the post will be working in an environment which is open to all elements and required to undertake occasional duties such as driving vehicles; lifting and handling supplies with demonstrable supporting medical certification required.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key functions of the post. In addition, either knowledge of or experience in the following is required:

Essential:

• CAA Radio Operative qualification (or willingness to learn and attain within 3 months of start of employment in this role)
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day variations in weather and operational needs.
• Good communication skills with colleagues and members of the public and a commitment to providing a quality service at high standards.
• Sound awareness of health and safety whilst working in complex environments.
• Ability to be proactive and to take the initiative.
• Ability to manage working time and tasks efficiently and effectively in an environment of changing priorities;

Desirable:

• Ability to use IT systems to create correspondence, produce spreadsheets/recording methods for record keeping and to send/receive emails.
• Current driving license valid for driving in the UK.

What we do? Buccleuch is a diverse and innovative business with a passion for sustainable land use in rural Britain. We are dedicated to supporting the communities we live and work within, providing approximately 500 local jobs, respecting the environment, and contributing to rural culture through our heritage for generations to come. Bowhill House is the magnificent Country home of the Duke of Buccleuch’s family. Our dedicated Housekeeping and Cleaning team ensure the highest standards of cleanliness, comfort and presentation are maintained for the Family, visitors and guests.

The role? As Housekeeper you will carry out a range of cleaning, laundry and housekeeping tasks, ensuring that the beauty and integrity of Bowhill House, and its contents, are maintained to a high standard. Working closely with the Chief Steward, you will ensure that appropriate methods and products are used to care for delicate furnishings and historical artifacts. In addition, you will provide support to the wider Bowhill House team and Buccleuch Family, as required. Hours will be 20 per week, over 5 days, Monday to Friday.

The person? With a keen eye for detail, you will have a methodical approach to work and will be able to work both independently and as part of a team. Candidates should demonstrate strong communication and interpersonal skills, and with a flexible approach to work will be able to adapt to changing priorities. Cleaning experience is essential, ideally within a historic or heritage environment, or with an interest in art and history.

Why work for us? We offer excellent benefits including private health cover, six weeks’ holiday, gym and shopping discounts, cycle to work scheme and wellbeing related support and resources.

How to apply? Please email your CV and a covering letter to our recruitment team at recruitment@buccleuch.com.

The closing date for applications is 5 December 2025.

Please view our privacy policy at https://www.buccleuch.com/privacy-cookies/

KEY PURPOSE

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care at all times

• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner.
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area.
• Providing information about the site, its history, contents, offers and merchandise.
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.
• Occasional guiding duties: booked group visits or Museum/ Cottage highlight tours for general visitors.
To maintain excellent standards of site and personal presentation at all times

• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting, and polishing when required.
• Ensuring site is ready to open and
• Welcome visitors by the set opening time.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all issues of damage and wear and tear, promptly to your Line Manager
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies.

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the functions and events manager.
• To assist with hospitality events. This includes evening events and staff may be asked to work through into the night hours.
Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager.