Visitor Services

We are looking for an experienced and talented customer focused supervisor to join us at our fantastic property, Haddo House.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the Future and what we do every day as a business: Bringing people together and giving them the greatest visitor experience.

Situated in wonderful parklands, Haddo House is an iconic historical landmark that has been part of the National Trust for Scotland since 1979. These days, Haddo House has established itself as the flagship venue of the Aberdeenshire North region.

Spread over four floors, Haddo House boasts one of the most impressive interiors in the area, with an incredibly rich & fascinating history. The flexible interior space making it idea for weddings, corporate hospitality, and events.

The property also comprises of; a large multi-use courtyard which houses the retail and catering areas, one of the best gardens in Aberdeenshire, as well as two function / events and conference spaces and a large events lawn.

JOB PURPOSE

This is an exciting leadership role within the team that manages Haddo House & Garden. Haddo House is also part of a wider partnership, with Haddo Estate & Aberdeenshire Council and with a variety of user groups focusing mainly on the arts, including a choral society, arts festival and children theatre.

Engaging visitor experience and excellent customer service are vital to any visit to Haddo House. And as Scotland’s largest conservation membership charity, every penny we make supports our work protecting the nation’s natural and cultural heritage.

The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and is very often the “face” of the Trust to visitors and suppliers.

As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation and work with stakeholders.

JOB PURPOSE

This job is necessary to help the National Trust for Scotland properly care for the cultural landscape and natural heritage of the busy Culloden Battlefield & Visitor Centre, through directly carrying out skilled estate maintenance work including path maintenance, caring for the conservation grazing herd and scrub clearance. As part of the Culloden Cluster the Estate team also supports Abertarff House and Hugh Millers Birthplace Cottage.

The Estates team play a pivotal role ensuring that the Culloden Conservation Management plan is realised and that we ensure safe access for over 300,000 visitors per year.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Ensuring a high standard of health and safety practice is followed while undertaking practical maintenance and conservation at Culloden Battlefield.
o Ensure you follow all relevant and appropriate Health and Safety Risk Assessments and activity procedures.
o Complete all relevant Health, Safety and Welfare logs relevant to your work and ensure compliance with COSHH
o Assist in delivery of all operations to ensure, where relevant and practical, the property is managed to reduce risk to the visiting public.
o Have an awareness of specific environmental risks relevant to working on the property, e.g. Lyme’s disease.
• Carry out essential estate maintenance to a high standard – this will include
o Small scale repairs to fences, benches, gates and other countryside furniture
o Using and maintaining equipment including fencing tools, brush cutters and woodchippers
• Day to day care of the conservation grazing herd including cattle, goats and horses.
• Undertaking conservation work while following guidelines and regulations around scheduled monuments and archaeological sites
• Interacting with visitors at the site to communicate key visitor safety messages and act as a positive ambassador for the site and the NTS
• Work with and supervise volunteers in a safe and responsible manner helping them to maximize their input to the work needed at the site and their enjoyment of the experience
• Work across the Culloden Cluster supporting Abertarff House and Hugh Millers as necessary
• Support community engagement projects and ecological surveys on site to improve landscape management

JOB PURPOSE

To maximise our visitors’ enjoyment of Culloden Battlefield by providing a world-class welcome to Culloden Visitor Centre, from the moment our guests arrive to when they leave; maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Through warm, engaging, informative interactions, you’ll help share stories about Culloden and its place in world history and build support and understanding for the National Trust for Scotland. Specifically, to ensure the smooth and safe operations in Welcome, Tours, Retail, Catering, Engagement 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.
• Delivering proactive customer service to our guests in all areas of Culloden Battlefield and Visitor Centre.
• 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.

JOB PURPOSE
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. It is also a popular recreational destination, with over 40,000 visitors a year heading for the summits.
We are looking for a part-time Visitor Services Assistant to be an enthusiastic and effective part of the team, contributing to the smooth operation and conservation of Ben Lawers NNR. You will maximise visitors’ enjoyment of the Reserve by maintaining our public facilities to excellent standards, making them feel welcome by offering information and advice, and promoting the Scottish Outdoor Access Code. You will support our rangers in ensuring the Reserve and its assets are protected, safe and secure, and assisting at events when required,
The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property. It will require you to be outside for most of the time, to walk low level trails and carry out maintenance with hand tools. There will be a requirement for lone working, but you may also work alongside other staff and volunteers.
The ability to engage with the public in a friendly manner is vital for the role, and general knowledge of the area, hillwalking and/or natural history would be an advantage.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the property in a friendly, efficient and knowledgeable manner, answering queries and providing information about it, and the local area;
• Provide a positive visitor experience by assisting with car parking, property checks, events and onsite activities when required.
• Promoting National Trust for Scotland brand to include selling memberships, events, upselling other properties and any promotional campaigns;
• 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.

To maintain excellent standards of site and personal presentation at all times
• To assist with the general ongoing operational servicing and delivery of visitor facilities across the property, including our car park, other outlying informal parking areas and low-level trails on the property.
• Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property;
• Ensuring the property is ready to accept and welcome visitors by the set operational times;
• Wearing correct uniform, name badges, as required;
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Participate in a “Duty” rota to ensure that visitor’s needs out with normal working hours are supported.

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.

New Year, New Job – Join our Mercat Team!

Share your passion for Scotland’s past; story by story, step by step.

Your Skills and Strengths;

– Passion for history, culture and Edinburgh!
– Excellent communication skills
– Friendly, energetic and helpful
– Responsible, reliable and trustworthy
– Thrives working in a team
– Adaptable and resourceful
– Passion for high quality product and visitor experience
– Commitment to be the best you can be
– Sense of humour!

Benefits:
Your personal development and training are core to your time with Mercat.
– £15.03 pr/hr – REAL Living Wage + for all
– Permanent, secure contracts – no fixed term or ‘zero hour’
– Guaranteed minimum hours – annualised 520hrs pr/yr (average 10 pr/wk)
– Flexible working incl WFH and jobshare options
– Fair Work Employer – championing respect with fulfilling and secure work and opportunities to grow
– Mercat holds a Home Office Sponsorship License for Skilled Worker Visa applicants
– Personal development and training plan
– Access to Bike to Work scheme
– Access to ASVA card
– Interest free loans on travel e.g. annual bus pass
– Trained Mental Health First Aiders onsite
– Employee Assistance Programme with 24/7 confidential support for you and your families
– Income Protection Insurance Cover
– Three Team Action Groups to shape company direction and activity – Wellbeing, Development and Green
– Use of company holiday home in Birnam, Perthshire
– Annual profit-share bonus

A Warm Welcome for Everyone
Mercat Tours promises to provide valued Living Wage jobs and make diversity, equity, and inclusion part of everything we do – from the team we nurture, the visitors we welcome and history we share.

We’re responsible for all the choices we make – how we run our business, spend our money and mindful that our team is representative of our visitors. We want to create a sense of belonging for everyone at Mercat and will keep working hard to review and achieve this. Thank you for wanting to be a part of our community.

Purpose and Role:
– Give history a damn good telling
– Deliver authentic, high quality walking tours for our visitors, helping to create memorable moments
– Represent Mercat Tours and our city in a positive, professional manner
– Responsible for visitor safety and security
– Work as a positive, supportive member of our great team
– Help drive the growth of Mercat in a positive, sustainable future as part of our dynamic team

Details:
– Permanent role
– Part-time, flexible hours
– Guaranteed hours
– Shifts vary in length from 2 to 7hrs per day
– Working hours 9am – 10pm
– Working week Monday to Sunday
– 3 month probationary period
– We are a Living Wage employer

Audition Process:
We want you to feel comfy, confident and at your best when we meet. Get in touch to help us understand how we can meet your needs and give you a warm welcome.

Stage 1: Successful applicants will be called by for an initial ‘meet the team’ chat by phone

Stage 2: Invitation to an interview and audition where you’ll be asked to tell a story, provided in advance

Stage 3: Successful interviewees will be called for a second audition and storytelling workshop (approximate duration 2.5 hours) date to be confirmed after audition stage.

Stage 4: Successful candidates will be offered a permanent contract with a three-month probationary period. You will receive our award-winning, accredited training to deliver our 5 star visitor experience.

Areas covered in training:

– Initial induction sessions to teach and develop guiding skills
– Storytelling practice with fellow trainees; peer to peer and online
– As skills progress, trainees share tours for the public supported by experienced Storytellers
– Full H&S, fire and first aid procedures

Fruitmarket is looking to grow its team of Information Assistants to start in time for the opening of our Martin Boyce exhibition and the busy Spring period.

Fruitmarket aims to welcome, inspire and empower audiences across Scotland, the UK and the world, breaking down barriers to ensure a diverse range of people see themselves reflected, represented and recognised in Fruitmarket’s programmes.

Our Information Assistant team are the first point of contact for visitors and vital in achieving this aim. Information Assistants are able to support visits with information about the exhibition and artists, and to discuss the work on display and deliver talks and tours for group visits.

Fruitmarket aims to reach people who have been under represented in audiences, in our team and in the sector and have prioritised increasing representation of disabled people, people who are Black, Asian or from an ethnic minority background. The Fruitmarket welcomes all people no matter their age, race, gender, sex, sexual orientation, religion or belief, class, cultural background, disability, marital status, pregnancy or maternity status.

For an informal discussion about the role please contact  julia @fruitmarket.co.uk. 

To apply: Please visit our website https://www.fruitmarket.co.uk/recruitment/ to download the job description and equalities monitoring form.  
 
When applying please complete the Equalities Monitoring Information and submit a CV. Your CV should be maximum 4 pages and include a 500 word statement outlining how you fulfil the job criteria and demonstrating that you have the required skills for the post. We will also accept a CV and statement in video or audio.

The application should be emailed to jobs @fruitmarket.co.uk with Information Assistant as the email subject heading. 

The application deadline is Monday 26 February at 9am. If you have not heard from us by 28 February then your application has not been shortlisted.