Visitor Services

CONTEXT
The National Trust for Scotland is an independent charity set up in 1931 for the preservation and conservation of natural and human heritage significant to Scotland and the world.

The Trust has gone on to become Scotland’s largest membership organisation and a leader in conserving and promoting the nation’s treasured places and collections so they can be enjoyed by present and future generations.

The Customer and Cause team exists to inspire visits to our places across Scotland, grow membership and drive donations to support our work.

PURPOSE OF THE ROLE
The wider purpose of the role is to help drive the National Trust for Scotland’s ability to conserve Scotland’s built and natural heritage under its care.

The successful candidate will be joining a high performing fundraising team. The specific role is to support the Major Gifts Manager and Executive in deepening the Trust’s engagement with current and prospective high value donors, through an inspiring engagement programme of events and targeted communications.

This role holder will assist in the development of the framework of our Donor events programme around the Trust’s key objectives and fundraising aims, and will be responsible for the efficient and successful implementation of the programme.

The role will be involved in undertaking event logistics and administration surrounding the programme in the lead up to, and after the event. Administration duties range from coordinating guests lists, providing briefing notes, ensuring donors correspondence and stewardship plan is recorded, and new prospects are identified. The role holder may also be required to work at these events.

This position will also assist in progressing stewardship journeys for major donors, identifying and ensuring journeys encompass both events and tailored correspondence as appropriate to the individuals interests.

A collaborative approach is required to ensure appropriate representation from colleagues across the Trust at these stakeholder events. This role holder will work with colleagues across the Customer & Cause Directorate and with appointed agencies which provide outsourced support to the Fundraising function, and play a role in database and administrative support.

KEY RESPONSIBILITIES
Working within the Major Gifts team, you’ll;
1. Assist the Major Gifts Manager in planning the programme of events and communications used to engage major donors in the Trust’s work.
2. Lead in the co-ordination and administration of high value donor events, pre, during and post event, delivering post event analysis and reports.
3. Research and liaise with suppliers, coordinate schedules for speakers and staff, and prepare itineraries and correspondence for donors, for on and off-line events.
4. Management of guest lists, invitations, seating plans, guest profiles and internal briefings to staff and Trustees, our President and Vice-President.
5. Efficiently use the CRM to plan guest lists, record attendance, and manage responses and correspondence.
6. Research prospective donors according to fundraising best practices, developing and maintaining an excellent knowledge of high value donors, and identifying new prospective supporters.
7. Coordinate next steps and with support of the Manager and Executive utilise the CRM to assign actions that are required of Trust colleagues to ensure continuity, urgency, and deepen our relations with high value donors.
8. Working closely with Fundraising Operations use the Trust’s finance system to arrange payment of suppliers, and ensure the effective recording, and thanking of donations made to the Trust.
9. Lead on ensuring the Major Donor Team’s administration and correspondence is recorded in our CRM to ensure accurate records are kept, and effective donor journeys are delivered, while adhering to the Data Protection Act.
10. Assist in writing and recording correspondence to be sent to Major Donors, requiring accuracy and care in preparing. Communications may be in form of letters, written proposals or ebulletins.
11. Provide mutual administrative support to colleagues across the team to cover absences.
12. Maintain and enhance your personal knowledge, skills and networks to ensure best practice and excellent major donor development and care by playing an active role in the appropriate professional bodies and internal organisational groups.
13. Represent the charity at events as required.
14. Be flexible, with a willingness to work non-traditional hours and be available to travel in the UK.

SCOPE OF THE ROLE
People Management
• No line management responsibility
• You’ll work closely with other team members to ensure a co-ordinated and consistent approach to all fundraising activity
• Builds strong relationships across the Customer & Cause team, and across the Trust
• External Relationships: You’ll have frequent contact with appointed agencies and suppliers as well as valued and potential supporters to our charity.

SKILLS, EXPERIENCE & KNOWLEDGE
The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
1. Significant previous administrative experience is required
2. Experience of planning and coordinating events
3. An assured and confident communicator
4. Ability to deal with sensitive issues and queries with tact and absolute discretion
5. Ability to manage time efficiently, work to deadlines and balance immediate and long term priorities
6. An eye for detail and a rigorous approach to process
7. Strong organisational skills and the ability to create and maintain working systems, including CRM systems
8. A self-starter with an efficient and hard-working approach
9. Highly proficient user of Microsoft Office products and CRM systems
10. A lively interest in and understanding of the National Trust for Scotland, and a passionate belief in its mission

Desirable
1. Experience of working in the charity sector.
2. Knowledge of fundraising practice, data protection and the Fundraising Codes of Practice.
3. Sound financial acumen.
4. A relevant degree, professional qualification or equivalent experience
5. A current driving licence for driving in the UK

JOB PURPOSE
The wider purpose of the role is to help drive the National Trust for Scotland’s ability to conserve Scotland’s built, natural and cultural heritage in our care.

Specific to this role, this role holder will work with the Fundraising Manager, Giving Campaigns & Products, to advance supporter experience and income from Individual Giving and Product Fundraising. This is a varied role and, with the direction of the Manager, the Executive will; empower our properties and supporter groups to raise funds; and deliver campaigns and products which will inspire support and engage supporters.

Alongside the Manager this role holder will work together, and across teams to grow +£1million income per year; ensuring vital funds for our charity’s work and increasing awareness of our charity. A team player, the Executive will work as a key member of the Fundraising team, contributing to and delivering the departmental strategy and supporting the team.

This role is vital to the delivery of our most high profile, mass market fundraising activity and pipeline development, we want someone passionate, creative, results driven and excited to deliver opportunities for giving!

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• With strategic direction and support from the Giving Campaigns & Product Manager, take the lead on delivering innovative, creative and income generating mass market appeals for the National Trust for Scotland, managing these smoothly and efficiently form concept to delivery and completion.
• Working with Manager, plan, develop and deliver multiple giving campaigns across the year to meet individual giving and retention targets and contribute to overall fundraising targets.
• Work with your Manager and Fundraising Manager (Operations) to utilize insight and feed into segmentation plan which will inform positive supporter experiences and customer journeys for all fundraising audiences.
• Assist in creating communications for our regular givers, Scottish Heritage Lottery and ROOTS, a seed subscription, including stewardship updates and fulfilment of subscription benefits.
• With Manager and appointed agencies co-ordinate and make recommendations on selection and campaign briefing for appeals, and demonstrate initiative by making recommendations for innovative fundraising, including digital channels and contactless card donations.
• Working with Fundraising Operations, develop a tool-kit of compelling materials for use at properties to assist with on-site and community fundraising.
• Support Member Centre Friends Group fundraising through regular communications and facilitation of meetings
• With Fundraising Manager (Operations), work with your Manager to develop efficient processes for data capture, data management and donation processing, producing regular income and forecasting reports and ensure metrics are in place to test the efficacy of campaigns and develop reports that enable all stakeholders to understand their impact.
• Ensure professional and efficient donor fulfilment and administration for campaigns and products.
• In collaboration with your Manager, the Membership Marketing Manager and the Retail Manager, identify the visit-member-donor lifecycle, develop tailored communications and a compelling value proposition to ‘warm’ visitors/members and grow cause affinity donations and product subscriptions/sales.
• Work with the Supporter Care Manager to ensure the team are fully briefed on all giving campaigns to develop scripts to upsell and encourage donations from members and enquirers.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
Essential

Desirable
 Project Management qualification e.g. APM Project Fundamentals
 Process Improvement qualification e.g. Six Sigma Yellow Belt
 Excel Associate Certification

Skills, Experience & Knowledge
Essential
• Passion for Scotland’s natural, built and cultural heritage, and excitement to seek and share stories and implement activity which will inspire others.
• Successful internal and external relationship building and demonstrably high levels of interpersonal and communication skills and confidence in dealing with a wide range of internal and external stakeholders.
• You will have experience of working on individual giving solicitation and cultivation, from direct mail and online mass-market appeals to fundraising product development and implementation, to marketing and stewardship programming.
• Engaging copywriting skills and experience in creating a variety of donors comms that can be deployed across different channels to optimise engagement and reduce attrition.
• You will understand and have worked on the oversight of campaigns, working within a framework of Governance and you will understand the requirements of external fundraising bodies to ensure the highest standards of compliance and quality controls are in place to protect our charity’s reputation.
• Experience in managing and briefing agencies to maximise the fundraising return from activities undertaken.
• Confident with data selections/segmentation and campaign analysis principles.
• A proactive approach to problem solving and a keenness to push the boundaries.
• Ability to manage time efficiently, work to deadlines and balance immediate and long-term priorities.
• An eye for detail, experience managing campaign budgets and a rigorous approach to process.
• Experience of working in a results driven environment, delivering success against key targets.
• Highly proficient user of Microsoft Office products and CRM systems with experience of improving processes and of donor fulfilment, administration and reporting to ensure excellent donor care and effective operational performance.
• A relevant degree, professional qualification or equivalent experience.
• You will be an advocate for philanthropy, working with teams from across your organisation to represent Fundraising and influence support and action from colleagues.

Desirable
 Experience of working in a fast-paced environment with a national reach.
 A current valid driving licence for driving in the UK.
 Experience of gaming products e.g. Lottery, raffle, prize draw.

DIMENSIONS AND SCOPE OF JOB

Scale
• Working with the direction and support of your Manager, together you are responsible for Individual Giving and Product Fundraising. This is a varied role with responsibility for; empowering our properties and communities to raise funds; supporting and delivering mass market campaigns with potential and existing donors, regular givers and Lottery members.
• With direction and support of your Manager, together ensuring the delivery of Individual and Product Giving and growing +£1million income per year; ensuring vital funds for our charity’s work and increasing awareness of our charity.
• In addition to 5 DM pieces per year you will support delivery and development of regular giving, Scotland’s Heritage Lottery, our products (ROOTS and Tree Sponsorship), and digital opportunities.

People Management
• Occasional supervision of temporary administrative staff, interns and volunteers may be required.
• Works closely with other members of the Fundraising team to ensure a co-ordinated and consistent approach to fundraising activity.
• You will establish and maintain good working relationships with internal and external stakeholders, including external design and delivery agencies.
• You will work closely with colleagues to ensure their work is presented in ways and in methods to inspire giving.
• You will coordinate and maintain relationships with agencies and partners to deliver our fundraising programmes and activities.
• Exercise tact, discretion and diplomacy at all times when dealing with donors.

Finance Management
• The Manager is responsible for an expenditure budget of circa£500K with income targets of +£1million per year, you will be responsible for supporting this.
• You will be responsible for reporting on, analysing and developing campaigns and recommendations based on data.

Tools / equipment / systems
 Microsoft Dynamics
 Excel
 Microsoft Teams
 Zoom

Example key performance indicators and targets
 Key role in raising income of +£1million per year
 Donor acquisition and retention
 Strong relationships and joint working with colleagues and with volunteers, supporting them to advocate and fundraise for our charity

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Thank you for your interest in the post of Steward with Historic Environment Scotland (HES), based at Blackness Castle.

You will be responsible for delivering the highest standards of visitor experience working across all areas, including in the shop, admissions area and outside, with delivery of information to visitors a core part of the role.

This is a full time, 37 hours per week, year-round, permanent, and pensionable position.

Please note you will be required to work some weekends and public holidays.

Distillery Ambassador Opportunity!

We currently have an exciting opportunity for a fun, energetic and enthusiastic individual to join our family as one of our prestigious Distillery Ambassadors at our Edinburgh Gin distillery. As a Distillery Ambassador, you will be a true advocate of Edinburgh Gin, delivering engaging distillery tours and tastings, virtual experiences, retail and event work.

We have a multi award-winning premium gin and our visitor experience is rated on Trip Advisor as one of Scotland’s top-rated tourist attractions! Our Edinburgh Gin Distillery can be found in the bustling Westend of its home city.

We’re looking for someone who is charismatic, can use their own initiative, has a positive work attitude and a strong focus on providing an exceptional visitor experience. Our experience offering is varied and our visitors come from all over the world to learn about Edinburgh Gin, so the ability to adapt and build rapport with different groups is essential. Typical daily tasks include hosting tours, guiding guests through in-person or online tastings, and assisting with the preparation and clearing down of experience spaces on-site.

Our Distillery Ambassador role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you!

The working pattern is flexible hours on an annualised basis and will include weekend and occasional evening work. We are an equal opportunities employer, however unfortunately due to the age of the premises the distillery is not currently wheelchair accessible. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK.

Edinburgh Gin is part of Ian Macleod Distillers, an entrepreneurial, family owned whisky and spirits business who own other premium and luxury brands such as Glengoyne, Tamdhu, Smokehead, to name but a few! ‘Crafting Spirits With Passion’ is what we do best. This is a rewarding role with a competitive hourly rate and excellent staff benefits. If this role appears to be ‘right up your street’, then we’d love to hear from you…

Please note, the closing date for applications is Sunday 4th June 2023.