Visitor Services

Under the day-to-day direction of the Visitor Services Manager, and in liaison with others as necessary, the Estate Worker works at the Trust’s properties in North Perthshire to maintain the path network and boundaries at all properties including strimming, fencing, dyking and to look after the car park facilities at Killiecrankie and the Hermitage. The Estate Worker works with the VSS, Rangers, Conservation Volunteers and other volunteer groups to undertake other estate work as required.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purpose of the job is to ensure that the North Perthshire properties are managed and maintained to a high standard, being conscientious about conservation, the environment and your surroundings. The Estate Worker will be responsibly aware of the team/volunteers, health and safety and contributing to the overall conservation and development of the Trust and its enjoyment by visitors and supporters.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

People Management
 Not a line manager, but occasional supervision of volunteers/apprentices/work experience or other work parties.
 Works closely with other staff members and volunteers in North Perthshire.
 Regular interaction with members of the public of all ages and abilities.
 Occasional working with external contractors.
 Liaison with tenants and external partners.

Finance Management
 Not a budget-holder, but will be expected to take responsibility for the careful and effective management of Trust tools, materials, equipment and resources.
 Responsibility for looking after the car park machines and for banking.

Tools/equipment
 Frequent user of driven vehicles such as the estate vehicle and vans.
 Frequent user of ‘powered’ tools such as strimmer’s/brush cutters leaf blower etc.
 Frequent user of hand-tools such as spades, forks, rakes, loppers, handsaws, fencing tools and secateurs.
 Occasional user of IT to assist with maintenance of records.

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
 Demonstrable relevant practical experience as an estate worker across a range of estate operations, including grass cutting path and fencing work, or demonstrable equivalent experience.
 Brush cutter/strimmer maintenance and operation training and assessment, (or willingness to train) and willingness to exercise that training.
 Sound knowledge of basic tool and machinery use and maintenance.
 Driving Licence, valid for driving within the UK including, if age relevant, Category E entitlement to tow trailers.
 Practical knowledge of relevant Health and Safety processes and procedures and the ability to work effectively within these processes.
 Capable of working within a small, dedicated team while also self-motivated and capable of working with the minimum of direction (though willing to seek appropriate professional advice when necessary).
 Good organisational and time management skills – including the ability to prioritise work where necessary.
 Good eye for detail and finish.
 Able to live and work in a relatively remote rural environment with little public transport.

Desirable
 Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust.
 Experiences of working on a site open to the public.
 Experience of working in a small team that includes volunteers.
 First aid training and qualification.
 Competent IT skills sufficient for maintaining records, use of the internet/intranet, technical updating.

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.

ORGANISATIONAL CHART

Contract Type: Permanent
Salary: £21,681 – £23,952.34
Grade: FC04
Hours:  32.5 hours per week working Mon, Tues, Wed, Fri & Sun
Location: Kirkcaldy Galleries
Job Reference: ON000410

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild.  We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting.

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role

We have an exciting opportunity for a Cultural Services Assistant to join our team within Kirkcaldy Galleries. The post is for 32.5 hours and is on a Permanent basis. Your days of working will flex to meet the business needs and this may include some weekend and evening working.

You’ll work as part of a team to provide a friendly, efficient and effective first point of contact for OnFife customers and visitors within the Venue. This includes providing advice, information, logging requests for services and taking payments. You’ll help with the delivery of OnFife services and contribute to the ongoing development of OnFife.

You can view the full Job Description on our current vacancies page.

About You

We are looking for someone who puts the customer first, strives to provide an excellent experience to customers and visitors and who has a can-do attitude. We want you to have a flexible attitude and a willingness to learn.

Flexibility will be required and access to transport is necessary, as there may be travel throughout the region

How to Apply

If you would like to find out more information about this role, you can contact Ali Brown, Venue Supervisor at Kirkcaldy Galleries by emailing ali.brown@onfife.com

When you’re ready to apply, please complete our application form and return this along with our completed Equal Opportunities Monitoring Form to HR.FCT@onfife.com. The forms can be downloaded from our current vacancies website.

The closing date for applications is midnight on Monday 20 February 2023.

Interviews will be arranged week commencing 6 March.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

Housekeeper Opportunity!

We currently have an opportunity for an experienced, hardworking and reliable individual to join the Glengoyne family in the role of Housekeeper. As part of our small team of Housekeepers, you will be responsible for ensuring Glengoyne is maintained to the highest standards, providing our visitors with an all-round world class experience!

So… if you are passionate about cleanliness, presentation and maintaining high standards then this could be the role for you! We’re looking for someone who is efficient, can use their own initiative, has a positive work attitude and displays strong attention to detail. In addition, a warm and friendly personality will fit in well amongst the team. The day to day activities will include full cleaning of the visitor centre and staff office areas which will ensure the Distillery is in perfect condition ready for the arrival of our visitors.

This role will be offered on an annualised hours basis. In practical terms it is anticipated the role will be based on an average of c.24 hours per week. Expected working hours would however need to cover between 6.00am to 12.00noon on a ‘c.5 from 7’ day rotational basis.

As working shifts will be dependent on the needs of the business, hours may fluctuate in line with consumer demand, so we are therefore looking for individuals who are flexible in their approach. Glengoyne is located North of Glasgow on the A81 at Dumgoyne, and as a result of the hours required and the flexibility needed, it is anticipated that applicants need to live within commuting distance to the Distillery and ideally with their own transport given the remote location and the hours to be worked. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK. We are ideally looking for the successful applicant to join us in early April 2023.

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

Housekeeper Opportunity!

We currently have an opportunity for an experienced, hardworking and reliable individual to join the Glengoyne family in the role of Housekeeper. As part of our small team of Housekeepers, you will be responsible for ensuring Glengoyne is maintained to the highest standards, providing our visitors with an all-round world class experience!

So… if you are passionate about cleanliness, presentation and maintaining high standards then this could be the role for you! We’re looking for someone who is efficient, can use their own initiative, has a positive work attitude and displays strong attention to detail. In addition, a warm and friendly personality will fit in well amongst the team. The day to day activities will include full cleaning of the visitor centre and staff office areas which will ensure the Distillery is in perfect condition ready for the arrival of our visitors.

This role will be offered on an annualised hours basis. In practical terms it is anticipated the role will be based on an average of c.24 hours per week. Expected working hours would however need to cover between 6.00am to 12.00noon on a ‘c.5 from 7’ day rotational basis.

As working shifts will be dependent on the needs of the business, hours may fluctuate in line with consumer demand, so we are therefore looking for individuals who are flexible in their approach. Glengoyne is located North of Glasgow on the A81 at Dumgoyne, and as a result of the hours required and the flexibility needed, it is anticipated that applicants need to live within commuting distance to the Distillery and ideally with their own transport given the remote location and the hours to be worked. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK. We are ideally looking for the successful applicant to join us in early April 2023.

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

One role will be Full time (37 hours per week) April to September, and Part time (32 hours per week) from October to March.
One role will be 22.2 hours per week from April to September, and 17.2 hours from October to March.

The post holder(s) will be responsible for delivering the highest standards of visitor experience Lochleven Castle. They will work across all areas, including the shop, admissions, and outside (as they will operate the boats/transport visitors to and from the mainland and island).

JOB 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 and Retail 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 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 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;.

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 instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership 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 and break-down of events in liaison with the Visitor Services Manager.
• To assist with Heritage Hospitality events. 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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• 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
• Experience in storytelling and a passion for Scottish heritage and history
• Demonstrable experience in a customer-facing retail based role and or a catering based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.

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.