Visitor Services

KEY PURPOSE

To ensure that the garden and related policies of Crarae Garden are managed and maintained as a nationally recognized gardens of historical and horticultural importance, contributing to the property’s’ overall conservation and development, and its enjoyment by visitors and supporters.

The role of ‘Gardener’ as a key member of the Crarae Gardening Team will be heavily involved in the care and maintenance of the gardens and wider designed landscapes. This is a full time; permanent post and the successful applicant must be able to drive.

CONTEXT

Crarae is one of the finest examples of an exotic Himalyan style woodland garden. Set beside the banks of Loch Fyne, this unique 40 hectare garden is planted around the glen of the steep sided Crarae burn. The garden was started by Grace, Lady Campbell in 1912 and includes a National Collection of southern beech as well as excellent examples of rhododendron, maples, mountain ash and eucalyptus.

Under the direction of the Head Gardener, with supervision from the First Gardener, and as part of the property team, you will assist with the conservation, maintenance and development of the garden and designed landscape to ensure that Crarae Garden is presented to the highest standards to its visitors and guests.

As such, we are looking for a knowledgeable and passionate horticulturist to work with our enthusiastic team of staff and volunteers and to assist with the continued development of a wide range of horticultural aspects of the garden as well as increasing the overall importance of Crarae Garden as a visitor attraction.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Undertaking practical maintenance of the garden (e.g. managing trees and shrubs, herbaceous plants, and bulbs; turf care; pest/disease/weed control; staking, plant nutrition, composting and soil improvement to the required standards expected by the Trust and for the maximum safety of, and enjoyment by visitors including other professionals in the horticultural industry;
2. Demonstrating: self-motivation, organisation, planning, prioritisation, good time management and attention to detail;
3. On occasion, supervising and working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
4. Undertaking other reasonable duties as may, from time to time, be required to ensure the smooth running of the property;
5. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.
6. Fostering positive relationships with local communities and organisations and promote the work of the Trust.

SCOPE OF JOB

People Management
 Not a line manager but will, on occasion, supervise volunteers and staff under instructions from the Gardens and Designed Landscape Manager (GDLM) or Visitors Services Manager;
 Will work closely with other property colleagues, and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. other NTS gardens in South and West)
 Will have regular (daily) interaction with members of the public and guests of all ages and abilities.

Finance Management
 Not a budget-holder.

Tools/equipment
 Will be a user of driven vehicles such as ride-on mowers and tractors;
 Will be a frequent user of powered tools such as Blowers, mowers, strimmers, hedge-cutters;
 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
 A college Diploma in Horticulture or demonstrable equivalent knowledge;
 Practical experience in general amenity gardening ideally in a garden open to the public.
 Demonstrable skills in plant husbandry, particularly trees, shrubs, herbaceous plants, turf culture and pruning.
 Sound demonstrable plant knowledge and identification skills.
 Sound knowledge of basic tool and machinery use and maintenance
 Some practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes.
 Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust.
 Good organisational and time-management skills – including the ability to prioritise work where necessary and also the ability to work using own initiative, in the absence of direct line management.
 Eye for detail and finish, quality standard and best practice.
 Current driving licence valid for driving in the UK.

Desirable
 Competent IT skills sufficient for maintaining plant records, use of the internet/intranet, assisting volunteers, on-line learning etc.
 Skills in arboricultural techniques, basic chain-saw certificates – CS30 & CS31, or willingness to be trained in the basic use of chainsaws and to exercise that training.
 Experience of working in a mixed-team that includes short-term/seasonal staff and/or volunteers.
 PA1 and PA6 spraying certificates, or willingness to be trained in the use of pesticides and to exercise that training.
 Be willing to undertake aerial tree climbing and rescue assessments.

The Key Responsibilities, Scope of Job, and Required Skills, Experience & Knowledge 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.

KEY PURPOSE

Arduaine Garden requires qualified/ experienced gardeners to work closely with the Head Gardener and Assistant Head Gardener to restore and redevelop the garden after a project to remove the entire Larch shelterbelt due to Phytophthora ramorum and a secondary project to clear up storm damage and remove wind vulnerable trees from the remaining woodland.

CONTEXT

Arduaine Garden was established in 1898 by Ethel and James Arthur Campbell and is renowned for its nationally important collection of Rhododendron species, many of which were collected at the beginning of the last century. Arduaine grows a broad range of plants from all around the world including many tender plants which thrive in the garden’s mild climate, influenced by warm Atlantic currents. The garden covers 20 acres, divided into two main areas, a semi formal garden of shrub beds, mixed borders, lawns and ponds and an informal woodland garden.
In 1971 the garden was acquired by nurserymen, Edmund and Harry Wright. The brothers greatly improved the infrastructure of the garden and added to the existing Rhododendron collection before donating the garden to the National Trust for Scotland in 1992.
The garden regularly attracts 15000 visitors a year and is about to reopen after a period of temporary closure in order to facilitate the completion of the Shelterbelt Restoration project and additional arboricultural work relating to the project.
The Shelterbelt Restoration Project felling stage is now complete and over 1000 mature Japanese Larch have been removed after an outbreak of Phytophthora ramorum. Strategic felling to remove wind vulnerable trees and clear up of storm damage sustained in early 2022 has been carried out and the project is now entering its restoration phase. The restoration phase will be particularly intense over the next 2 years and extra gardening staff are required to assist the core garden staff during this time.
For replanting to begin 9 acres of former woodland has to be cleared of brash, timber removed or stacked, stumps ground out or reduced, soils reinstated and improved, and natural regeneration of invasive species controlled. In addition, some temporary windbreak will be constructed, and access improved to allow staff to carry out this work and improve public access as well as after care of new plantings.
The new fixed term gardener positions will assist permanent garden staff to carry out these tasks as well as carrying out maintenance and gardening throughout this 20-acre site.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Ensuring the conservation and practical maintenance of the garden and policies – whether through delegation to other staff/volunteers, or personal participation – in terms of:
a. Practical horticulture (e.g. including managing trees and shrubs, herbaceous, pond plants and bulbs; turf care; pest/disease/weed control; composting and soil improvement; hard-landscaping and path care; soft landscaping and planting preparation; glasshouse care and plant propagation);
b. Garden Restoration/ Development (e.g planting and establishing newly introduced trees, shrubs and herbaceous; carrying out planting and hard landscaping; assisting with processing of timber and construction of temporary windbreaks and garden structures; control of regen and establishment of new plantings; .
c. Plantsmanship (e.g. the identification, knowledge and understanding of this high caliber plant collection with training.
d. health, safety and the environment in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers;
e. machinery and equipment use with appropriate training in order to carry out this role.
f. recognition of the Trust’s Environmental Policy with respect to sustainable gardening activities, including energy, water, peat & pesticide-use;

g. customer service and care from garden staff/volunteers, and in the broader sense of facilities and “visiting experience”, to ensure that the properties’ reputation for excellence is maintained and enhanced;

3. Supporting the Head Gardener, Assistant Head Gardener, Operations manager & Visitor services manager strategically and practically with the operation of the property.

SCOPE OF JOB

People Management
• Is not a Line Manager but may be required to supervise students, apprentices and volunteers.
 The team at Arduaine Garden consists of Head Gardener, Assistant Head Gardener, Gardener and Apprentice gardener. You will be expected to lead volunteers and students from time to time under the direction of Head and First gardener.
 Will be supported by Head Gardener and Assistant Head Gardener.
 Will have regular (daily) interaction with members of the public of all ages and abilities.
 Will have frequent interaction with suppliers and contractors.

Tools/equipment

 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.
 Will be a frequent user of machinery such as chainsaws, brushcutters and excavators if already competent to do so or training is provided
 Will be a frequent user of IT equipment.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential

 An HND/HNC level qualification in amenity horticulture or related subjects (equivalent to NVQ/SVQ level 3), supported by qualifications and experience demonstrating practical horticultural knowledge (eg & Guilds Level 2/SVQ Level 1&2). Or demonstrably significant and high quality directly relevant experience.
 Good communication skills and willingness to engage with visitors and work as part of a team.
 Relevant practical experience in general amenity or heritage gardening.
 Knowledge and experience of plant cultivation techniques and ability to identify common garden plants and tree species.
 Experience in use of mowers, brushcutters and blowers or a willingness to train and use.
 Genuine interest in horticulture and enthusiasm for gardening.
 Sound knowledge of basic tool use and maintenance.
 Sound practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes.
 Driving Licence, valid for driving within the UK.
 Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust
 Competency and self-sufficiency in use of IT (email, internet, word-processing).
• Eye for detail and finish, quality standard and best practice.
• 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.

Desirable
• Training and certification and experience in chainsaw use.
• Pesticide certification, PA1, PA6a.
• Current First Aid certification (or willingness to train and use).
• Training or relevant experience in use of mowers, brushcutters and blowers.
• Experience of working in a mixed-team that includes volunteers.
• An appreciation of Scottish garden history in a general context.
• Experience of plant propagation.
• Advanced plant knowledge.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge 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.

Do you have a passion for delivering five-star hospitality and events, in one of the most breathtaking buildings in Scotland?

Fyvie Castle has a rich history of providing outstanding hospitality and we are looking for an experienced and talented Functions and Events manager to join the team and continue this tradition.

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.

Set within extensive grounds, this imposing 800-year-old fortress, with Raeburn portraits on the walls and wildfowl in the loch is one of the most impressive Castles in the country and is a fabulous place to soak up the atmosphere of old Scotland.

Spread over various floor, Fyvie Castle boasts a range of private dining and entertainment space, as well as one of the most impressive interiors that oozes history and character, making it idea for weddings and corporate events and functions.

PURPOSE OF THE ROLE

To further develop and drive hospitality in its corporate and commercial capacity whilst maintaining and enhancing access to all.

The Functions & Events role at Fyvie Castle is pivotal to ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for opening arrangements, functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients.

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

The successful candidate will be expected to work long and unsociable hours on occasion to achieve tough financial objectives. They will be outgoing, assertive and approachable with a flair for innovative ideas and deliver exceptional levels of customer services at all times.

KEY RESPONSIBILITIES:

• Planning and operational delivery:
o In conjunction with the Annual Operating Plan and the Operations team, create and deliver a strategy to achieve specific financial and reputational objectives.
o Continue to expand and develop the ongoing yearly event plan
o Maintain and record all communications pertaining to all functions and events.
o Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness of our heritage.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Line management of the Functions & Events Assistant
o Support the operational team with the recruitment; induction; development; and management of the castle’s seasonal staff and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
o Deputise as Duty Manager
• Direct management of the heritage:
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).
o Ensure each and every event promotes the Trust’s Strategic Themes
• Business Management & Administration:
o Create and support others’ financial/commercial initiatives that ensure the property’s drive for sustainability.
o Ensure that the administration activities for visitor services at the property is carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances; and general correspondence/record-keeping etc. N.B. This will include cash-handling and banking activities.
• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to visitor services and castle activities , embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that visitor services and castle working practices are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

Split key responsibilities:

Duty Management Hospitality and Events Management
• Develop and promote – in conjunction with the Operations team initiatives that enhance the day-visitors’ experience and demonstrate an appropriate “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with day-visitors; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that arrangements for the property’s opening are carried out consistently with published information, and that ad hoc access to the property is arranged for educational/other tour groups, and maintenance/repair/conservation activities.
• Support with the ongoing management of the holiday apartment, including liaising with customers, housekeeping and contractors.
• Shared responsibility for weekly banking reconciliation, cash handling and statistic reporting. • Develop and promote – in conjunction with the Operations Manager and the Visitor Services Supervisor – corporate/private-hire business, and a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that efficient arrangements are made for the property for events, and corporate/private-hire;
• Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events, and with the advice and support of specialist/advisory staff and volunteers.
• To act as Duty Manager on a shared basis, which will involve weekend and evening work.

SCOPE OF THE ROLE

Financial Management :

• The post holder will be required to business case all activities and to deliver the functions and events within the pre-agreed budget.
• Income Functions & Events c. £90k
• No budget holding responsibility, however, the post holder will be required to use Trust financial systems for the purposes of expenses and the raising purchase orders.

People Management
• Welcoming and provision of facilities for c.105,000 visitors per season at Fyvie Castle.
• Working closely with specialist Trust staff (especially: commercial, conservation, marketing, health & safety, human resources) based at local and central support bases to ensure Trust policies and standards are implemented.
• Line management of Functions & Events Assistant.

SKILLS, KNOWLEDGE & EXPERIENCE

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:
• Significant previous experience of working in a visitor/heritage attraction – ideally including supervision of staff and/or responsibility for specific activities
• Demonstrable experience in the hospitality sector
• Event Management experience demonstrating organisational and coordination skills
• Significant sales experience with the ability to negotiate effectively
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• Excellent team-worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working with a keenness to work flexible hours including evenings and weekends
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products

Desirable:
• A formal qualification in Hospitality or Event Management
• Demonstrable experience of delivering high quality service within a performance indicator environment.

The Key Responsibilities, Scope of Job, and required Skills, Experience & Knowledge 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.

JOB PURPOSE

The Seabird Ranger will undertake a programme of monitoring key seabird species in order to ascertain breeding success and obtain an accurate estimate of population size. Through monitoring, a greater understanding of the status of the colonies and the threats and issues affecting them will be achieved. This information will help in the protection of the seabirds and increase our understanding of their populations and environment. Submitted results will be collated into national datasets to inform a wider understanding of species numbers and health. The seabird monitoring programme will be guided by the NTS Senior Seabird Officer.
It is anticipated that the Seabird Ranger will work closely with one or more volunteers and be responsible for their day to day management
The Seabird Ranger will also be the face of the National Trust for Scotland on Mingulay during the busy summer months and will play a key role in welcoming visitors to help ensure their time on Mingulay is highly enjoyable and memorable, while helping to protect and enhance the island’s natural and cultural heritage.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Nature conservation
 To monitor key seabird colonies include population, breeding success and feeding studies
 To collate cetacean and other marine sightings
 To collect, manage and collate biological information in a consistent manner compatible with Trust and national datasets
 To produce and disseminate results of monitoring, including monthly and end of season reports
 To contribute to other biological monitoring programmes as appropriate
 To carry out biosecurity checks following set protocols
 To support NTS’s response to avian influenza

Visitor Services
• Welcoming and engaging visitors, enhancing their experience by providing information about Mingulay, its natural and cultural heritage, including strong messages around safety and respect for wildlife.
• Encourage people to further contribute to caring for Mingulay through donating or taking up membership of NTS.
• To assist with visitor management and interpretation, including participating in the guided walk programme and contributing articles for the website and newsletters
• Assist with practical countryside management including litter picks, beach cleans, maintenance and safety checks.
• Lead and assist with events such as guided walks and talks as appropriate.

Community engagement
• Build strong working relationships with Day Boat Operators, their crew members, and other local stakeholders to support consistent messaging to visitors.

Marketing & Communications
• Enthusiastically promote awareness and understanding of the role that NTS plays in protecting and caring for Mingulay and wider work across Scotland.
• Regularly update and contribute positive stories to NTS social media and other communication outlets relevant to Mingulay

Other responsibilities
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies and procedures including the Safe System of Work, Visitor Safety in the Countryside, and environmental policy and practices, mindful of impacts on people and environment.
• Contribute knowledge and experience to projects and management decisions within the NTS Plan for Nature.
• Provide occasional support to Mingulay, Pabbay & Berneray Ranger Service with projects and activities across the islands.
• Responsibility for volunteer work programme including health and safety

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
• A proven track record in seabird population and productivity monitoring
• A considerable degree of self-sufficiency and resilience needed to live and work in isolated conditions for extended periods.
• Excellent communication skills and the ability to interact positively with a wide range of people in person and through other written or visual forms.
• Ability to implement work in a lone working and challenging environment, and within a small team.
• Excellent organisational, time-management skills with the ability to prioritise and be flexible according to weather and changing demands.
• Competent user of Microsoft Office and social media.
• Willingness to initiate conversational relationships with visitors and community partners, be approachable and welcoming.

Desirable
• Knowledge of and interest in the cultural and natural history of the Hebrides.
• Working knowledge of ecological survey and monitoring techniques.
• Practical land management and maintenance of small-scale rural estates infrastructure.
• Ability to think and act quickly when confronted with emergencies.
• Up to date First Aid certificate.
• Experience of managing personal safety and the safety of others in a remote and challenging environment.

DIMENSIONS AND SCOPE OF JOB

Scale
• The post holder will be the main NTS presence and point of contact on Mingulay and will work within a small team comprising the Ranger for Mingulay, Pabbay & Berneray and a number of volunteers.

People Management
• No line management responsibility but will be required to supervise volunteers.
• Develop and maintain positive relationships with Day Boat Operators, visitors, NTS staff (local team and other technical/specialist advisory colleagues), contractors,
• Will have regular interaction with members of the public of all ages and abilities.

Finance Management
• Assist in making the best use of resources and ensuring best value.
• Contribute to the income of the Trust through recruiting new members and encouraging donations.
• This role is not a budget-holder.

Travel and Wellbeing
• Travel to Mingulay will be from Barra and will be provided by local boat operators.
• It is expected that the Seabird Ranger will stay on Mingulay for the duration of the contract, with only occasional trips to Barra. This may involve being the only person on the island for extended periods.
• Food and post etc can be delivered by the regular day boat operators and/ or Ranger
• NTS will provide appropriate outerwear and footwear appropriate for the environment.
• The ranger will be supplied with a Spot Locator and mobile VHF to enhance safety that will be enabled at all times when delivering the above Service.
• An appropriate check-in/ buddy system is in operation
• There is limited internet access

Place in organisational structure:

Western Isle Manager (based in Inverness)

Ranger (Mingulay, Pabbay & Berneray)

Fixed Term Seabird Ranger

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.

JOB PURPOSE

This is an exciting leadership role within the team that manages Glencoe National Nature Reserve and Glenfinnan Monument.

We welcome over half a million people from across the globe to our Visitor Centres at these high-profile Highland attractions every year. We are looking for a positive and innovative Visitor Experience Manager to help us create amazing experiences for both tourists and our local community, to connect people with nature and history here, and to generate the vital income that enables our charity to look after these special places.

You will be responsible for developing our visitor offer, understanding our audiences, sharing stories and promoting what we do. You’ll ensure our team give excellent customer service to every visitor and achieve targets for improving visitor satisfaction, recruiting new members, organising a compelling engagement and events programme, and driving income from admissions and functions. You’ll also build upon our website and popular social media channels to engage with and inspire our supporters, virtually.

Leading staff and volunteers in the Welcome & Engagement team with positivity and enthusiasm, you will have direct responsibility for the arrival experience at both Visitor Centres, plus the Info Hub, Turf House and Exhibition at Glencoe VC, and, the Monument and Exhibition at Glenfinnan VC.

You will be a great team player who embraces change, inspires others to reach their full potential and enjoys working closely with a wide variety of people – both in our organisation and external partners. You will help make our places sustainable in every way.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience

• Create a culture of “exceptional service, every time”, leading by example to deliver high standards of customer experience and a consistently warm welcome to all.

• Develop the visitor offer with imaginative new ways of sharing our stories throughout the visitor journey, through face-to-face interactions, guided tours, interpretation, signage, events and creative partnerships.

• Ensure we understand our audience and listen to feedback by encouraging the completion of visitor surveys and online reviews. Evaluate and act upon the results of these, and mystery visits, with the aim of achieving a 5* Star visitor attraction rating.

• Manage our social media channels with timely, engaging posts to build a virtual community of supporters and encourage people to visit at quiet times. Create content for website and other publications to share our key messages and provide accurate pre-visit information.

• Build relationships with our local community, tourism and heritage sector, seeking to encourage community involvement in what we do, through volunteering, education outreach, and partnership working.

• Responsible for interactive displays, exhibition kit and collection items in our care at both Glencoe and Glenfinnan visitor centres, maintaining high standards of presentation and functionality.
Staff and volunteer leadership

• Recruit, induct, develop and performance manage the Welcome & Engagement team (both employees and volunteers) to ensure they are fully equipped and motivated to undertake their front and back-of-house duties. Seek to improve staff satisfaction as detailed through staff surveys.

• Provide training and coaching to colleagues across both properties on VisitScotland 5* accreditation service standards.

• Work with the properties’ Visitor Service Managers for Retail and Catering to organise staff rotas and holiday allocation to meet business needs and budget allowances.

• Act as a member of the duty manager team, responsible for leading a smooth visitor operation, opening/closing the visitor centres, addressing issues and providing relief cover, as required.

• Instill a Health & Safety culture, risk assessing activities to minimise the chance of incidents or accidents and ensure everyone complies with emergency procedures and record-keeping.

Financial performance

• Lead the Welcome & Engagement team to achieve targets for membership recruitment, admissions and events, weddings and functions, maximising income and profitability, through a quality offer and strong sales techniques.

• Work closely with the Operations Manager to set, phase, monitor and report on budgets, delivering ambitious, sustainable commercial performance and cost control.

• As a member of the duty management team, supervise daily till operations and perform end-of-day cashing up and income reconciliation.

SKILLS, EXPERIENCE & KNOWLEDGE

A proven track record of:

• Outstanding customer service skills and an enthusiasm for sharing stories
• Ability to take initiative, think on your feet and manage in a busy customer-facing environment
• Passion for heritage, tourism and generating income for a charity
• Ability to lead, inspire, train, influence and motivate a team
• Experience of successfully delivering projects to time and budget Confidence working with money, sales and targets
• Organised approach to time management, administration and record-keeping
• Confidence with social media, using online systems and Microsoft software like Outlook, Word and Excel

Qualifications (desirable)

• Current driving license
• First Aid certificate (or willingness to train and use)
• Relevant training in tourism, events, marketing, business, heritage or museums sector.

This role is one for which the duties/responsibilities/accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, administered by Disclosure Scotland.

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.

JOB PURPOSE

This is a fantastic opportunity to work as part of our leadership team at Glencoe National Nature Reserve and its popular Visitor Centre, which attracts 300,000 people from across the globe every year.

We are looking for a positive and energetic individual to help us create amazing experiences for both tourists and our local community, to connect people with nature and history here, and to generate the vital income that enables our charity to look after this special place.

You’ll ensure our team deliver excellent customer service to every visitor, every day, by providing a warm welcome on arrival, inspiration for things to do and how to enjoy the outdoors responsibly at the Info Hub; and sharing stories at our unique reconstruction of a 300-year-old Turf and Creel House.

As a charity, every penny we raise goes back into our conservation work. You’ll build support for the work our Rangers do to care for the Glen, leading by example to promote the benefits of NTS membership and devising opportunities to grow our income from parking, admissions, functions, events and donations.

You’ll be an enthusiastic team player who can supervise, coach and motivate your team. The role will also have responsibility for the whole visitor operation as a Duty Manager, when you’ll maintain excellent standards of service, presentation and health & safety throughout the Visitor Centre complex.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience

• Offer positive first impressions and excellent customer service to our visitors, tour groups and local community, and, ensure all members of the Welcome team do the same.
• Work closely with our Rangers and other Visitor Service teams to improve the ways we share Glencoe’s stories through our daily programme of engagement activities, guided tours, exhibits and events.
• Support property-wide targets for completion of visitor surveys to understand more about our visitors.
• Provide content for social media, website and other publications to encourage people to visit, especially during quieter periods, and ensure our visitors are well-prepared with accurate pre-visit information.

Staff leadership

• Supervise the activities of Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective recruitment, induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare effective team rotas and holiday allocation to meet business needs.
• As a member of our duty manager team, responsible for ensuring a safe and smooth visitor operation, addressing issues, and opening/closing up the visitor centre.

Performance indicators and targets

• Share responsibility for monitoring weekly, monthly and annual sales performance and achieving targets for membership recruitment and admissions income.
• Evaluate reviews and ratings from visitor surveys and visitor feedback to improve visitor enjoyment.
• As a member of our duty management team, supervise daily till operations and perform end-of-day cashing up and income reconciliation.
• Work within budget for staffing, equipment and other expenditure needs.
• Ensure we remain compliant with our health and safety procedures and record-keeping.
• Seek to improve staff satisfaction as detailed through staff surveys.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Experience & skills (essential)
• Proven track record of customer service skills and an enthusiasm for sharing stories
• Passion for heritage, tourism and generating income for a charity
• Ability to supervise, inspire, train and motivate a team
• Confidence working with money, sales and targets
• Ability to take initiative, think on your feet and work in a busy environment
• Organised approach to time management, administration and record-keeping
• Familiarity with social media, using online systems and Microsoft software like Outlook, Word and Excel
Qualifications (desirable)

• Current driving license
• First Aid certificate (or willingness to train and use)
• Relevant training in tourism, marketing, business or heritage subjects.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge 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.

JOB PURPOSE

As part of the team which cares for Glencoe National Nature Reserve, a Seasonal Ranger plays a crucial role in ensuring that our conservation ambitions go hand in hand with welcoming our local community and visitors from across the globe to this well-loved place.

You will share your enthusiasm for the outdoors and passion for the countryside with the walkers, campers and sightseers who come to explore our 14,000 acre estate, including eight iconic Munros, in Glencoe and Glen Etive, during the busy summer season.

You will work out in the landscape, on walking routes, in our parking areas, at popular spots for camping and at our visitor centre, acting as an ambassador for the National Trust for Scotland, building awareness and support for our charity. You’ll leave those you meet with a desire to respect, protect and enjoy this special natural environment and an understanding of how they can help do this.

You will work on your own and with other staff and volunteers, on a variety of practical conservation tasks to help us achieve the high presentation and habitat management standards expected of a National Nature Reserve.

You will contribute to the long-term sustainability of Glencoe’s ranger service through income generated at pay-for events, memberships and donations inspired by our work, growing our capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor Engagement

 Participate in a programme of estate patrols at busy times and locations, including weekends and evenings, to engage with tourists, outdoor activity enthusiasts and campers, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.

 Welcome customers in our Visitor Centre Information Hub in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.

 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.

Working together

 Recruit, induct and supervise volunteer roles to help grow our team’s capacity and assist with the leadership of group volunteering activities as required.

 Build positive relationships with our neighbours and local community, including other land managers, schools, community groups and recreational users.

 Support a strong health & safety culture, complying with the property’s ‘Safe System of Work’, risk management and emergency procedures, to safeguard yourself, colleagues and the public.

Nature Conservation

 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of Glencoe NNR.

 Carry out regular site monitoring checks and record keeping, helping us to evaluate performance and plan our conservation activities, including habitat and species surveys, archaeology and foot path condition checks, weather gauge observations and people counter figures.

 Get involved with practical conservation tasks, including woodland management, path maintenance and fence repairs, litter clearance and property patrols.

 Seek to minimize our environmental impact through sustainable working practices and sensitive use of power, equipment, transport and other resources.

Funding our future

 Actively promote the value of Trust membership to existing and potential members.

 Seek and support ways to generate sustainable sources of income, including encouraging donations, booking events, payment of parking charges, visits to other properties and awareness of our fundraising campaigns.

 Not a budget holder but expected to liaise with the Line Manager prior to incurring any expenses and be mindful of cost-effective use of Trust funds and resources.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential

 Hold a qualification in a relevant discipline and / or at least a year’s ranger experience.
 Experience of engaging the public in nature tourism or working in a busy countryside setting.
 Strong knowledge of natural history and conservation, especially upland flora & fauna of Scotland.
 Competent hillwalker.
 Confident communication and influencing skills with colleagues, volunteers and the public.
 Experience of working in a team and working with volunteers.
 Self-motivated with the ability to work alone or work with minimal supervision.
 Flexible and adaptive to change and working in a variety of situations.
 IT literate and competent user of Microsoft Office products.
 Clean driving license.

Desirable

 Summer Mountain Leader certificate.
 First aid certificate.
 Brush cutter training.
 License to drive trailers.
 Experience in practical conservation work.
 Experience of developing and delivering events or learning activities.
 Experience in leading groups of volunteers.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge 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.

JOB PURPOSE

An interesting role responsible for the maintenance needs and health & safety compliance the Brodie Castle & Estate portfolio that encompasses, Historic Listed buildings, modern visitor centres, tenanted dwellings, Holiday Cottages and estate infrastructure.

This requires an organised individual with understanding of facilities management and practical maintenance skills. Experience of supervising contractors, managing budgets and small projects, and setting up safe, risk-aware working environments is essential.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Achieve high standards of maintenance and presentation for estate buildings and infrastructure

• Manage and deliver an annual programme of planned preventative and reactive maintenance, to time and budget, with priorities set through systematic conditions monitoring. Property assets include:

o Brodie Castle, Playful Pavillion, Playful Garden structures, Adventure Playground, car parks and surrounding landscapes
o Residential tenanted property
o 4 Holiday lets
o Bird Hides, Agri shed, Gardeners Bothy and buildings
o Sewage treatment facilities and Septic Tanks

• Responsible for the appointment, co-ordination, and supervision of qualified works contractors on site.

• Work with estate tenants and regional rural surveyor to ensure that residential properties meet relevant condition compliance standards.

• Enable visitor centres and parking facilities to open all year round through proactive cold weather planning, e.g. gritting walkways, access roads and car parks.

• Operate fit-for-purpose workshop and storage facilities, including maintaining and servicing tools, equipment, vehicles, and other estate plant.

• Work closely with Head Gardener on joint initiatives within the wider landscape and path network, including tree management and maintenance of paths, fences, and other estate infrastructure.

• Work closely with Head Gardner to ensure all vehicles and equipment on site are fit for purpose and compliant with all H&S practices and compliant with Vehicle laws.

• Ensure all customer touch points of bins, car parks and back of house areas are kept to an excellent standard.

Take a lead in ensuring compliance with health and safety, security, managing risks and establishing safe systems of work

• Conduct planned and dynamic risk assessment of maintenance tasks, for staff and contractors, adhering to the properties’ safe working procedures and reducing the likelihood of incidents or accidents.

• Manage our preparedness for emergencies, including the testing and maintenance of fire, security and emergency lighting systems and equipment, plus the induction of staff in response procedures.

• Maintain comprehensive documentation of our compliance routines and report on these as required.

• Contribute to cyclical reviews and audits of our risk assessments and emergency processes, and progress with identified actions.

• Undertake duty management and first aid cover as required, including occasional weekend working.

• Provide out-of-hours emergency cover for the visitor centre and wider estate, including responding to alarm calls.

• Monitor staff exposure to vibrating work equipment and test machinery in line with the Trust’s Hand Arm Vibration Syndrome (HAVs) policy.

• Prepare COSHH assessments and the safe management of chemicals.

• Monitor and manage the control of access to areas or activities that may pose a danger to staff, volunteers or visitors.

Provide effective financial, people and project management

• Work within agreed budgets, negotiating costs with external contractors, ordering goods and services, and monitoring spend to ensure efficient use of charitable resources.

• Lead a motivated and effective maintenance team, through task-setting, performance management and personal development. Recruit and support volunteers, work placements and apprenticeships.

• Develop and deliver projects to make a step-change in our properties’ maintenance, conservation, environmental and visitor experience standards. Work in line with CDM regulations, as required.

• Champion environmentally responsible practices to minimize our wastage, carbon footprint and impact on the landscape.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential

 Substantial experience in a wide range of maintenance/DIY tasks, including practical skills in basic plumbing, electrical, joinery and grounds-keeping.

 Degree or vocational qualifications in a relevant discipline, like facilities management, building work, project management or health and safety.

 Experience of leading, managing, and motivating staff and/or volunteers.

 Excellent interpersonal communication skills with experience of engaging with a variety of audiences, including colleagues, contractors and the public.

 Strong organizational, forward planning and multi-tasking skills with an ability to prioritise and respond to emergencies.

 Experience of risk management and championing health and safety at work.

 Driving license and competence with off-road and winter driving, use of trailers and ATVs.

 Computer literacy, including email, internet, word-processing, spreadsheets and online Microsoft finance and HR systems.

Desirable

• Awareness and interest in heritage buildings or landscape conservation.

• Experience of designing and executing projects.

• Experience of being a key-holder with out-of-hours duties in a work environment.

• First Aid certification (or willingness to train and use).

• An appreciation for the work and mission of the National Trust for Scotland.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge 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.

JOB PURPOSE

To assist in the maintenance of Branklyn Garden as an internationally-recognised garden of outstanding horticultural importance, contributing to its conservation and development and to its enjoyment by visitors and supporters. The post holder will take the lead in managing the propagation needs of Branklyn, ensuring its significant collection of plants, including National Collections, is conserved and enhanced.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The Key Purposes of the job will be met by:
 Manage the propagation, conservation and enhancement of the Garden’s plant collection in accordance with Trust policy and the Head Gardener’s direction.
 Manage the propagation areas (including glasshouse, cold frames, potting area and associated equipment) for plant production, to ensure they are efficient and maintained to a high standard.
 Monitor compliance with the Trust’s health, safety, and environment policies and procedures, in particular that Branklyn’s propagation activities conform to acceptable standards of environmental protection, e.g. in the use of pesticides, peat free growing media, and in methods of refuse disposal.
 Ensure that all aspects of plant recording, are recorded onto the Trust’s Iris plant records database, and that plant labelling is routinely and efficiently processed.
 Support the plant sales facility as directed, including raising selected “Branklyn” stock for sale.
 Assist with maintenance of garden areas to the required standards expected by the Trust, for the maximum safety and enjoyment by visitors.
 Supervise and work with volunteers and /or students to ensure they deliver required outputs at the appropriate standard, and gain benefit / satisfaction from their activities.
 Assist with delivering education and interpretation activities such as introductory talks and guided walks.
 Contribute to the review and development of property action plans and operational workplans for the garden.
 Promote positive relationships with local communities to promote the work of the Trust.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 NVQ/SVQ Level 3 (or equivalent) in amenity horticulture or demonstrably significant and high quality directly relevant experience, including working in a similar garden or nursery with specialist collections.
 Driving Licence, valid for driving within the UK.

Desirable
 PA1 and PA6a spraying certificates.
 Current First Aid certificate.

Experience

Essential
 Demonstrable skills and experience in a broad range of propagation techniques.
 Competent IT skills sufficient for maintaining plant records, producing labels, use of the internet / intranet, assisting trainees / apprentices and distance learning.
 Experience of managing and instructing staff and volunteers.
 Excellent interpersonal and communication skills; confident and competent in interacting and dealing with a wide range of people, and able to represent the Trust.
 Self-motivated with good organisational and time-management skills, including the ability to prioritise work.

Desirable
 Knowledge of a broad range of plants: alpines, woodland, and woody plants.
 Sound knowledge of basic tool and machinery use and maintenance.
 Knowledgeable about general amenity gardening.
 Practical knowledge of Health and Safety procedures and the ability to work effectively within them.

DIMENSIONS AND SCOPE OF JOB

People Management
 Not a line manager but will supervise volunteers and staff regularly under instruction from the Head Gardener.
 Will work closely with other property colleagues and will have some interaction with other technical / specialist advisory colleagues based in other locations and departments (e.g. other NTS gardeners in the region).
 Will have regular daily interaction with members of the public of all ages and abilities.

Finance Management
 Not a budget-holder.

Tools / equipment / systems
 Frequent user of plant propagation facilities such as mist unit and hydropod as appropriate.
 Frequent user of garden hand-tools.
 Regular user of powered equipment such as mower, strimmer, hedgecutter, leafblower, power barrow, soil steriliser.
 Frequent user of Iris BG to maintain plant records.

Place in organisational structure:

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.