Full Time

Eden Scott is delighted to be working with Inveraray Castle, a successful visitor attraction, the home of the Duke & Duchess of Argyll and family, as well as the seat of the Clan Campbell. Inveraray Castle is 60 miles from Glasgow and 45 miles from Oban and sits on the edge of Loch Fyne and the small town of Inveraray.

An exciting opportunity has arisen to join the team in a Senior Management position as Castle Manager, the role is full-time and based at Inveraray.

This role will oversee the smooth operation of all visitor attraction related activities at one of Scotland’s most visited tourist attractions ensuring the smooth day to day operation of Inveraray Castle, providing excellent customer service and experience for visitors from first entry to departure and managing the team in all departments within the Castle including:

The visitor attraction – including guides, ticketing, tills, access, parking.
Gardens
Tearoom
Shop
IT, website & social media
Events
In the visitor season when the Castle is open to visitors, a core responsibility is managing the Castle staff daily to ensure all parties are working efficiently to a plan. Providing the highest quality visitor experience is essential from the various strands of the business including the museum and gardens, the tearoom, shop and events.

You will be responsible for seeking ways to grow and improve the business – growing relationships with tour operators (including cruise ships) and tourism bodies across the domestic and international markets plus aiming for top ratings in the various awards including Visit Scotland, Green Energy, TripAdvisor and others. You will monitor trends, competitors, industry best practice and ensure Inveraray Castle is at the forefront.

You will be involved with events ranging from providing the castle as a facility for larger events wholly organised by professional companies to organising all aspects of smaller events such as smaller weddings, car rallies and private dining.

Out of the visitor season when the Castle is closed to visitors, the castle is busy with various works including growing the tourist business, tests and training, scheduling maintenance and you will be at the heart of coordinating this. You will coordinate a training and mentoring programme for staff; recruit for the seasonal and permanent visitor facing staff; ensure compliance with licencing laws; ensure compliance with health & safety including fire and emergency procedures, plus other statutory regulations.

You will be responsible for managing a budget and this will be in conjunction with the Estate Factor. This will include exploring diversity of incomes and activities in the castle.

We are seeking a candidate with the following:

Experience in managing a team in a similar tourism environment.
Excellent people and communication skills. Friendly with a genuine desire to help and please others. You will have the ability to plan, think clearly and make decisions. You will act professionally and have a calm rational approach to hectic situations. A ‘can do’ mentality combined with people skills, energy and patience are as essential as are management, organisation, IT and financial skills.
You will have and will maintain your knowledge of the appropriate professional standards and practices required for this post.
A full clean driving license and your own suitable transport are both requirements.
This role offers an excellent competitive salary commensurate with your experience, qualifications, abilities and suitability to the post, accommodation on the Estate is available for the successful post holder and if required their family.

Eden Scott is dealing exclusively with Inveraray Castle on this vacancy so to be considered for this exciting opportunity with a truly unique employer, please submit your CV online or to sally.rae@edenscott.com or for an informal chat or to receive the full role information pack and job description please email or call Sally at sally.rae@edenscott.com 07776 662506.

No closing date for applications has been set.

Do you have a passion for food and providing excellent customer service?

A visit to The Courtyard Café is an important part of a trip to Haddo House & Country Park, for tourists and locals alike.

The café is a family and dog friendly venue, located within the original stable block at Haddo House.

With a mixture of indoor and outdoor seating we aim to cater for everyone, from the grab and go dog walker to the leisurely Sunday brunch crowd.

We pride ourselves on a warm welcome and a homely menu, serving up soups, as well as hearty meals such as macaroni cheese and deliciously tasty sandwiches. We also have a variety of treats for the sweet-toothed visitors, not forgetting our fabulous scones, seasonal milkshakes, and specialty coffees.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience

• Offer excellent customer service and ensure all members of the catering team do the same.
• Delivering high standards and a consistently warm welcome within the catering department
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing and security of buildings, addressing issues and emergency procedure and providing relief cover, as required.

Catering operation

• Plan, prepare, cook, and present food of the highest quality and standard.
• Ensure that food is prepared and served in a timely manner.
• Lead with menu development ensuring presentation of a high-quality food and drink offer.
• Ensure compliance with health and safety, food hygiene, food allergen, licensing, and environmental health standards, completing all related record-keeping.
• Accountable for cost-effective stock management, ordering, storage, and wastage control.

People management

• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare catering rotas and holiday allocation to meet business needs.
• Work closely with specialist advisory colleagues, i.e.our Trust-wide Catering Development team
• Instill a Health & safety and Environmental health culture throughout the catering operation

Finance Management

• Share responsibility for achieving the catering budget together with the F& B Manager
• Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
• Supervise daily café till operations and perform end-of-day income reconciliation
• Assist the F&B Manager with menu costing and stock-taking.
• You may have delegated tasks within other departments, and you will understand and help deliver the overall property business plan
• This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Standard Disclosure.

Performance indicators and targets

• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback

Tools / equipment / systems

• Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
• EPOS tills and chip and pin machines.
• Fully equipped commercial catering kitchens.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Level 2 Intermediate Food Hygiene Certificate or above.
• Barista experience
• A full, clean driving license for driving in the UK.

Desirable
• A formal qualification in Catering, Hospitality, Tourism or Event Management.
• A recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Recognised First Aid Qualification (or willingness to train and use this, if not already held).

Experience & Skills

• Successful background in supervising and managing a busy catering environment.
 Ability to display a real passion for food and customer service.
 Ability to be proactive and to take initiative
 Computer literacy with excellent ability on MS software.
 Excellent leadership and influencing skills, supervising and supporting staff on a daily basis.
 Experience of cash handling, monitoring and interpreting financial data
 Well-developed time management and organisation skills.
 Understanding of and belief in the work of the National Trust for Scotland

DIMENSIONS AND SCOPE OF JOB

Scale
 Haddo House is being developed as the Trust’s flagship property in North Aberdeenshire. Haddo Country Park attracts in excess of 270,000 visitors per year and the aim is to translate these numbers into increased visitor numbers and income for Haddo House and its commercial functions. The property has an attractive café and courtyard outdoor eating area, a fully equipped kitchen, retail and admissions area, meeting facilities, a large 250 seated main events hall/ theatre space as well as the Georgian Mansion House and the aim is to improve and develop these facilities over the coming years.
 Haddo House Courtyard Cafe currently generates approximately £130k income per annum, though the aim is to grow this over the coming years, including increasing the amount of in-house catering and developing bar provision for small to medium functions.

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.

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.