Full Time

Estates Capital Programme and Project Manager

The National Galleries of Scotland (NGS) is home to one of the world’s finest collections of art, which ranges from the Middle Ages to the present day. Our spectacular buildings house the world’s greatest collection of Scottish art, and a world-renowned collection of Scottish and international photography, welcoming many visitors to our three principal sites in Edinburgh: Scottish National Gallery, Scottish National Gallery of Modern Art, and Scottish National Portrait Gallery. We aim to preserve, display, and enhance the collections for the enjoyment to the widest possible public and to maintain NGS as a centre of excellence.

‘Art for Scotland: Inspiration for the world’ is Our Vision. Inclusive, original, and ambitious – we will make the national collection accessible to all and inspire curiosity across the world.

The Role

We are seeking to appoint an exceptional and experienced Estates Capital Programme and Project Manager (M&E) to join our Estates team, who will lead on developing our rolling 10-year investment/capital plan and in the delivery of assigned capital projects. You will take the technical lead on the Building Services programme and project needs, working closely with the Head of Estates on the overall asset management plan and estates strategy for the NGS estate, which includes 5 historical listed buildings.

This is an exciting time for you to join our team while we design and implement our new asset management methodologies to develop a robust estate strategy and capital investment plan across our estate, while faced with the challenges of listed buildings and ensuring minimum disruption to our galleries for our visitors.

It is envisaged the capital programme investment over the next 10 years will be in the region of £25M – £35M for ongoing lifecycle investment needs, within the backdrop of a major capital works project to build a new National Collection Facility (The Art Works) which is currently in design development. The majority of the investment programme is in lifecycle replacement of building services systems, alongside listed building conservation works to the external fabric.

Main Duties & Responsibilities

You will be responsible for developing and delivery of the NGS Investment plan programme and assigned estates capital projects, as the technical lead on building services and infrastructure projects.

Programme development and management

You will have the overall responsibility for capital planning, including development of an efficient and co-ordinated programme aligning with strategic objectives and the public programme. The capital programme needs to take into account lifecycle replacement requirements, critical systems, risk and mitigation plans together with funding availability.

Responsible for the development of the asset management plan, capital programme and investment plan, taking the technical lead on building services (Mechanical, electrical, fire, security, BMS, data/comms infrastructure) and working closely with surveying colleagues on the building fabric programme to ensure we have an efficient and optimum works programme.

Project Management

Project managing allocated M&E works projects, from inception to handover and into use. Ensuring allocated projects are managed within time, quality and budget. For minor

projects this may be for full PM and contract administration responsibilities and tasks, or for larger projects then managing consultant Project Managers for construction delivery and taking the role of “client side” PM.

About You

The following range of knowledge, skills and experience is required.

· Degree level qualification in a relevant building services subject

· Chartered membership of an appropriate professional institute (e.g., CIBSE, IEE etc) or Masters equivalent qualification in a relevant subject

· Extensive knowledge of building services systems and strong technical knowledge and experience of delivering capital works projects and programmes

· Relevant experience of developing and delivering asset management plans and capital programmes

· Relevant experience of scoping, briefing and project managing a series of inter-connected capital works projects for building services/estate infrastructure

· Significant experience and knowledge of project management in the construction sector, managing projects successfully to time, quality and within budget.

· Client-side experience of developing robust briefs and scopes to inform project deliverables and outcomes, challenging ways of working and future functional needs, and managing design teams, specialist consultants and contractors.

· Procurement and contract administration experience across various forms of construction contracts (e.g., NEC, SBCC etc)

· Strong IT skills – competent in use of Microsoft 365 packages, Microsoft project, excel, word and CAFM systems.

· Excellent planning and organisation skills

· Excellent communication skills

· Health and Safety – strong working knowledge and experience of CDM regulations (particularly client duties), along with general premises related H&S legislation

Fixed Term 3 years

About Us

The National Galleries of Scotland (NGS) is home to one of the world’s finest collections of art, which ranges from the Middle Ages to the present day. Our spectacular buildings house the world’s greatest collection of Scottish art, and a world-renowned collection of Scottish and international photography, welcoming many visitors to our three principal sites in Edinburgh: Scottish National Gallery, Scottish National Gallery of Modern Art, and Scottish National Portrait Gallery. We aim to preserve, display, and enhance the collections for the enjoyment to the widest possible public and to maintain NGS as a centre of excellence.

‘Art for Scotland: Inspiration for the world’ is Our Vision. Inclusive, original, and ambitious – we will make the national collection accessible to all and inspire curiosity across the world.

The Role

We are seeking to appoint an exceptional and experienced Estates Capital Programme and Project Manager (M&E) to join our Estates team, who will lead on developing our rolling 10-year investment/capital plan and in the delivery of assigned capital projects. You will take the technical lead on the Building Services programme and project needs, working closely with the Head of Estates on the overall asset management plan and estates strategy for the NGS estate, which includes 5 historical listed buildings.

This is an exciting time for you to join our team while we design and implement our new asset management methodologies to develop a robust estate strategy and capital investment plan across our estate, while faced with the challenges of listed buildings and ensuring minimum disruption to our galleries for our visitors.

It is envisaged the capital programme investment over the next 10 years will be in the region of £25M – £35M for ongoing lifecycle investment needs, within the backdrop of a major capital works project to build a new National Collection Facility (The Art Works) which is currently in design development. The majority of the investment programme is in lifecycle replacement of building services systems, alongside listed building conservation works to the external fabric.

Main Duties & Responsibilities

You will be responsible for developing and delivery of the NGS Investment plan programme and assigned estates capital projects, as the technical lead on building services and infrastructure projects.

Programme development and management

You will have the overall responsibility for capital planning, including development of an efficient and co-ordinated programme aligning with strategic objectives and the public programme. The capital programme needs to take into account lifecycle replacement requirements, critical systems, risk and mitigation plans together with funding availability.

Responsible for the development of the asset management plan, capital programme and investment plan, taking the technical lead on building services (Mechanical, electrical, fire, security, BMS, data/comms infrastructure) and working closely with surveying colleagues on the building fabric programme to ensure we have an efficient and optimum works programme.

Project Management

Project managing allocated M&E works projects, from inception to handover and into use. Ensuring allocated projects are managed within time, quality and budget. For minor

projects this may be for full PM and contract administration responsibilities and tasks, or for larger projects then managing consultant Project Managers for construction delivery and taking the role of “client side” PM.

About You

The following range of knowledge, skills and experience is required.

· Degree level qualification in a relevant building services subject

· Chartered membership of an appropriate professional institute (e.g., CIBSE, IEE etc) or Masters equivalent qualification in a relevant subject

· Extensive knowledge of building services systems and strong technical knowledge and experience of delivering capital works projects and programmes

· Relevant experience of developing and delivering asset management plans and capital programmes

· Relevant experience of scoping, briefing and project managing a series of inter-connected capital works projects for building services/estate infrastructure

· Significant experience and knowledge of project management in the construction sector, managing projects successfully to time, quality and within budget.

· Client-side experience of developing robust briefs and scopes to inform project deliverables and outcomes, challenging ways of working and future functional needs, and managing design teams, specialist consultants and contractors.

· Procurement and contract administration experience across various forms of construction contracts (e.g., NEC, SBCC etc)

· Strong IT skills – competent in use of Microsoft 365 packages, Microsoft project, excel, word and CAFM systems.

· Excellent planning and organisation skills

· Excellent communication skills

· Health and Safety – strong working knowledge and experience of CDM regulations (particularly client duties), along with general premises related H&S legislation

Application Process

Eden Scott is retained and working exclusively with The National Galleries of Scotland. Please submit your CV online to iain.atkinson@edenscott.com or for a confidential discussion to hear more about the opportunity, then please contact Iain Atkinson, Associate Director on 07714 124 033

Chef de Partie

Glasgow Science Centre (GSC) is an educational charity and leading science centre and visitor attraction with a 5-star status. Our mission is to inspire everyone to explore and understand the world around them and to discover and enjoy science.

We are a place of learning, creativity, curiosity, and fun, inspiring and empowering around half a million people every year, both inside and outside our amazing centre in Pacific Quay, on the banks of the Clyde.

Our state-of-the-art centre contains more than 450 interactive exhibits, a digital planetarium, a science show theatre, Newton Flight Academy, a teaching laboratory, an IMAX cinema, and a maker space. We also take science out of our centre and across Scotland with our On Tour programme and our Community Engagement Programme works closely with people in our local communities.

Our staff are vitally important to us and play a key role in achieving our mission. We value diversity in our workforce and want our workforce to reflect the diverse communities we serve bringing a range of skills, experiences, knowledge, and ideas to help towards our mission.

Our company values are important to us as they underpin who we are and how we work, what we believe in and stand for:

We strive for excellence

We are inclusive

We innovate

We collaborate

ABOUT THE ROLE

Are you committed to seeking excellence, creativity and innovation? Do GSC’s mission and values excite you? Do you want to work in a positive, vibrant and collaborative environment?

We are recruiting for a Chef de Partie to assist in all kitchen and catering operations throughout GSC, to ensure customer satisfaction in our food and beverage services. This will involve preparing, cooking and presenting food for the café, street café and corporate events at GSC according to Food Hygiene and Health and Safety Standards.

We are looking for someone who will display passion for food and for quality produce. A friendly, professional and hardworking attitude is important to us as is a genuine enthusiasm for GSC with commitment to our vision, mission and values.

If this sounds like you then we would love you to get in touch!

APPLICATION DETAILS

Please find full job description and application form available on the Jobs and Volunteering section of our website.

https://www.glasgowsciencecentre.org/current-vacancies

We are equal opportunities employer and welcome applications from people of all backgrounds.

Duty Manager

Reporting to the General Manager – Visitor Experience, and working closely with the General Manager – Health and Safety and Facility Maintenance, the position sits as part of V&A Dundee’s duty management team, facilitating the effective day to day running of the museum.

Whilst assuming full duty management responsibility of the building, the Duty Managers put the visitor journey at the heart of everything they do, ensuring the delivery of a consistently world-class, 5* experience, for everyone who comes to see us. They supervise the smooth running and support the General Manager – Visitor Experience with the continued development and improvement of all functions that sit within the visitor operations remit. These functions include, but are not limited to, retail, ticketing and box office, gallery staffing and object invigilation, and events delivery. Our Duty Managers are also a key point of liaison for our contracted staff across cleaning, security and catering services, ensuring excellent rapport and sustained relationships that are conducive to a cohesive and integrated visitor journey of the highest standard.

Role Profile
A high degree of flexibility and the ability to manage effectively, both directly and by influence, is key to this role, assuming line management responsibility for a team of Visitor Assistants. Our Duty Managers foster an environment that inspires the best in their team, working collaboratively to ensure everyone is heard and ideas are nurtured. Management experience in a busy, customer service environment is essential, along with the ability to prioritise and delegate as required. Excellent working knowledge and promotion of Health and Safety, as well the ability to coordinate response to emergency situations, is an important part of their working day.

Duties and Responsibilities
-Oversee and manage the daily operation of the public facing areas of the museum, striving to achieve the highest standards of customer service and ensuring the delivery of a consistently world-class, 5* visitor experience, in line with Visit Scotland’s quality assurance grading, for everyone who comes to see us.

-Act as a key holder, performing opening and closing procedures. This will include occasional out of hours emergency response, as agreed with the General Manager – Visitor Experience.

-Ensure the highest standards of cleanliness and facility conditions, performing regular audits and escalating problems that deviate.

-Oversee the daily management and security of the Gallery spaces, reporting any maintenance issues and object damage.

-Conduct pre and post-shift briefings for the Front of House staff, ensuring that they have the necessary information to support our visitors, and gathering feedback and ideas to help improve the visitor and staff experience.

-Coach and mentor our team of Visitor Assistants, ensuring that they have adequate training and development opportunities so that they can confidently upsell tickets, memberships, and retail product, and consistently deliver the best possible experience for all of our visitors.

-Lead on and coordinate the response to emergency situations, including but not limited to, first aid incidents, building evacuation, adverse weather and problem visitor scenarios.

-Work closely with the General Manager – Visitor Experience and the Events Manager, to support the delivery of all events, assuming Duty Management responsibility and ensuring that all events are delivered safely.

-Oversee all cash handling processes, along with the management of the banking procedures and the security of the cash room and safes, in line with insurance regulations.

-Ensure all elements of the Front of House and visitor-facing functions are appropriately resourced, including but not limited to, welcome and admissions, ticketing and box office, retail, gallery staffing and invigilation, visitor tours and gallery talks.

-Working closely with the General Manager – Visitor Experience, in-house Tour Guides, and Bookings Officer, support with the ongoing development and delivery of tours and gallery talks, ensuring the commercial tour bookings are resourced and generating ideas to further enhance this offer.

-Line management of a team of circa 10-12 Visitor Assistants, conducting annual appraisals, and behaviour and performance management.

-Be fluent in and engaged with V&A Dundee’s Vision and Mission, ensuring that everything done is underpinned by this, and that the Front of House team understand the part they play in the collective effort to achieve this.

-Manage HR requirements of direct reports, including tracking of holiday, sickness and payroll.

-Organise and distribute work tasks and schedules on shift, building rotas to ensure all areas are appropriately resourced.

-Lead by example at all times, ensuring that staff are well-presented, welcoming and pro-active in their approach to their work.

-Encouraging the maximisation of sales across all commercial platforms, and the retrieval of donations and relevant gift aid information.

-Be aware of Operational KPIs across on-site ticket sales and conversion, on-site membership purchase, donations and gift aid information retrieval, retail conversion, and cascading this information to the Front of House team.

-Make it a priority to have a good knowledge of our programme, and ensure that this is shared with the Front of House team, so that this can be confidently spoken about with visitors and upsold.

Deadline for applications: no later than 11:59, 08 November 2022. Interviews will take place w/c 21st November 2022.

General Manager – Bute Yard

Eden Scott is delighted to be working with Bute Yard, situated in the heart of Rothesay on the Isle of Bute, the Yard is located behind the Mansion House and opposite Rothesay Castle.

Bute Yard will open in early 2023 and will be a food and drink tourism hub showcasing the very best of Bute produce and craft, it will have internal and external spaces for tenant operators as well as permanent and pop-up locations for developing and growing artisan producers and suppliers.

There will be a distillery, brewery and bar operated by Isle of Bute Gin and Bute Brew, their anchor tenant and there will be permanent kitchen space for chef pop ups, residencies, demonstrations, learning and private hire.
There will be flexible and accessible indoor events venue for private hire and community use with high-spec audio visual capability as well as an outdoor festival and market space with direct sales to the consumer.

The venue will provide commercial, employment and training opportunities for the Isle of Bute.

This is an ambitious project which delivers the vision of John Bute, 7th Marquess of Bute and is managed by a Board of Directors with family and business representatives.

An exciting opportunity has arisen as General Manager to be responsible for the effective operation of the venue and will be the Bute Yard’s event delivery expert.

The postholder will provide strong leadership, direction and vision across the venue and will be responsible for events programme development and delivery, overview of tenant activities and development of Yard business opportunities.

The General Manager will be strategically accountable for the profitable growth of venue sales and will have overall responsibility for the operational management of the Yard as an exemplar for food tourism, ensuring tenant offerings deliver high quality and customer delight, while growing in profitability and consistency.

The post-holder will also be responsible for health and safety, legal compliance, procurement and supply structures, and the development of these processes to support tenants and nurture new businesses with sustainable and competitive commercial activity across the operation.

Essential responsibilities:
General:

Anticipate visitor expectations and market trends and continually review the business model, product and service offerings to maximise customer experience and profitability.
Be accountable for the development of operational strategies and delivery plans to ensure that the business exceeds the targets for customer experience, operational delivery and business growth.
Oversee the development of imaginative products, profitable pricing structures and processes to cater for diverse market segments.
Raise the profile of Bute Yard locally and nationally, identifying and leading on food tourism related campaigns, events and awards opportunities.
Oversee compliance with food safety, health and safety and other legislation. Introduce and embed procedures which will mitigate potential risks of non-compliance at an early stage.
Oversee all associated training and accreditations; legal representation and legal compliance.
Team:

Build and lead a small operational team and events delivery team by attracting, recruiting, training and appraising talented personnel.
Develop a staff training plan and supervise delivery of in house and external training.
Ensure labour establishments are in line with budgets.
Tenant relationships and contract management
Attract and retain tenants, pop-up operators and residencies in line with overarching Yard strategy.
Maintain a proactive contract management approach, ensuring partnership development at all times.
Establish and monitor budgetary targets, service levels, KPI’s, schedules, policies and procedures.
Enforce adherence to legal requirements, industry and company regulations and quality standards.
Ensure all records are maintained correctly and consistently by routine and spot checks.
Maintain regular communications including formal quarterly meetings and routine updates to maintain a one team approach communicating targets, aims and objectives, standards required and forthcoming event plans.
Financial
Report routinely to the Bute Yard Board of Directors on key performance indicators including sales results, productivity, margin management and net profit achievement.
Ensure income is maximised through efficient purchasing, creative marketing and merchandising.
Ensure robust procurement practice in both financial and quality delivery, regularly monitoring suppliers and tendering contracts of scale.
Community:

Engage with community groups, stakeholders and other representatives to raise the profile of Bute Yard on island.
Ensure Bute Yard is an events space accessible to all and supports regeneration of the island economy through food tourism
Marketing and communications
Lead on marketing strategy for Bute Yard
Develop social media content planning
Working to a budget, liaise with third party agencies to develop campaigns, ensuring ROI
Track campaign effectiveness over time
Supervise design and production of promotional materials
Key skills and experience required:

We are seeking a commercial individual with strong proven leadership and people management skills from a heritage, hospitality, tourism background or similar.
Minimum of three years’ senior management experience in multiple operations in high volume environment.
Experience of working within a high-profile hospitality venue or visitor experience business.
A successful record of developing profitable F&B concepts including design, layout, point of sale and service.
Demonstrable experience of developing and improving a multi-partner F&B business and delivering sustainable profitable growth.
Proven track record of working at pace, responding to sales performance, handling multiple priorities and consistently delivering against challenging budgets.
Strong influencing, negotiating and advocacy skills, with the ability to think analytically, independently and strategically; proven ability to develop strategy and fluently translate into operational success.
Expert knowledge of the food and beverage market with a demonstrable passion for food products and food ingredients including those with a local emphasis.
Excellent knowledge of supply chain, supplier negotiation and health and safety.
Creative thinker with senior management business development experience, able to drive change and innovation, spot opportunities and exploit them.
Advanced H.A.C.C.P. certificate.
Advanced (Level 4) UK Food Hygiene certificate.
Personal Alcohol Licence Holder Licensing Act (Scotland) 2005.
Competent user of Microsoft Office products.
Valid driving licence.
This role offers an excellent competitive salary and company benefits.

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

Closing date for applications 5.00pm Friday 11th November 2022.

Operations Manager – Brodick Castle

Eden Scott is delighted to be working with the National Trust for Scotland, a charity established in 1931, to provide access and enjoyment to the properties, places and collections in its care. They also exist to protect what they look after for future generations to enjoy; and increasingly they are keen to act as a strong conservation voice for heritage and climate change response across Scotland.

An exciting opportunity has arisen to join the team at the Trust in the role of Operations Manager overseeing the significant and high profile NTS heritage property at Brodick Castle, situated on the stunning Isle of Arran.

Teeming with history and surrounded by mountains, Brodick is every inch the quintessential island castle. The present building was fashioned in 1844, but the seat dates back centuries to when its strategic position overlooking the Firth of Clyde made Brodick a fortress to be reckoned with. The castle was the ancient seat of the Dukes of Hamilton and contains a fabulous collection of valuable artefacts.

Indoors, dark wood, heavy Victorian colours and sporting trophies hark back to an age of aristocratic leisure and luxury. After two years of extensive works, the castle has reopened with an exciting new visitor experience, focusing on the fascinating stories of the people who lived here, and with interactive activities to bring the building to life.

Outdoors you’ll find a fantastic Isle Be Wild adventure play park as well as our new Silver Garden. The formal gardens, woodland, waterfalls, bathing pools and bold rhododendrons conjure up an island charm that will beguile children and adults alike.
This visible and senior management role will lead a significant team to deliver, develop and optimise property facilities and services to their members and visitors in line with the Trust’s core purpose, principles, priorities, rules, performance standards and in relation to:

• The Conservation of the property’s /content.
• Promotion of heritage related to the properties.
• Visitor enjoyment.
• Financial Sustainability.
• Staff and Volunteers.

Key responsibilities of the role:
• Property Planning – business and operational planning and the ongoing development of conservation management plans, with responsibility for annual business and operating plans.
• Visitor Services and Operational Standards – responsible for excellence and service quality across amenities and facilities, retailing, hospitality, food services and gardening, activities and interpretation and events.
• Enterprise and trading – business leader for the property, planning and delivering innovative product and sales opportunities.
• People Management – leads, coaches and mentors the property team.
• Promoting Heritage – leads property staff to develop and promote the properties use and potential as a life-long learning resource.
• Leading, Inspiring and Managing Change – leads and inspires the wider team, including property staff and volunteers through on-going activity.
• Matrix Management and Working – leads multi-disciplinary teams. These teams include retail, catering, rangers, hospitality and gardening with also regionally based personnel.
• Championing and Advocacy – stakeholder engagement to maintain positive and productive relations with local community, tourism, culture and heritage bodies and stakeholders.
• Marketing, Membership and Supporter Development – ensures business development and marketing of the property to maximise income generation.
• Financial Management & Compliance, Reporting and Management Information – responsible for budget preparation and control and works closely with the Business Manager to devise effective plans, objectives and solutions and monitor performance (financial, project delivery, initiatives).
• Health, Safety and the Environment.
• Strategic Development of the NTS – leads, champions and supports the strategic development of the Trust, through participation in national initiatives, projects and working group activity.
• Staff and Volunteer Leadership – Creating and maintaining a culture within the property that upholds the Trust’s ‘principles’ (Excellence, Accountability, Affordability, Integrity and Cooperation).
Key skills and experience required:
We are seeking a commercial individual with strong proven leadership and people management skills from a heritage, hospitality, tourism, retail background or similar.
• Direct experience of property / multi-site operational management where customer services and trading are primary features (e.g. retailing, hospitality, food, leisure).
• Knowledge of the Heritage sector would be a distinct advantage.
• Responsibility for combined operating revenue budgets of c.£1m per annum.
• Significant team management, mentoring, facilitating and coaching experience.
• Line management experience of staff groups in excess of 60, including supervisory staff.
• Demonstrable experience of managing Health and Safety in the workplace; formal training or personal development in this area desirable.
• Demonstrable experience of business development and business planning, notably: revenue development, partnerships and affinities, new trading, concept development, change management.
• Effective stakeholder management experience, notable examples: media, local government.
• Experience of responsibility for marketing and promotional planning and delivery, or participation in marketing and promotional initiatives – desirable.
• A full, clean driving licence for driving in the UK is essential.

This role offers an excellent competitive salary within a range of £43,050 – £47,667 plus car allowance £3,800 pa and significant company benefits.

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

Closing date for applications 5.00pm Friday 11th November 2022.

Head of Retail Operations

HEAD OF RETAIL OPERATIONS
Location: Edinburgh and some additional travel to other sites
Full Time permanent, working 37 hours per week
Salary: £35,000 – £40,000pa depending on experience.

Are you a retail professional from either the commercial or not for profit sector looking to make a difference? Work life balance is important, and we have a unique opportunity for you to work in a retail sector without the need to work late nights as well as significantly less weekends.

National Museums Scotland Enterprises Ltd are looking for an experienced Retail Leader, who will be responsible for the Retail Operations in all our stores as well as developing our E-Commerce business.
You will primarily be responsible for driving company growth through developing sales strategies and seeing these come to fruition whilst coaching and mentoring the shop teams to deliver a best-in-class service proposition.

We need an experienced leader who can support a change programme, implementing processes and procedures and delivering meaningful efficiencies.

What are we looking for?

To join us in this fast-paced role you will need to have the following:
– An outstanding track record in achieving sales and profit
– Excellent understanding of high street retail, including a demonstrable knowledge of what sells
– A flexible and pro-active attitude with the ability to adapt and implement change
– Strong short/long term planning skills with the ability to time manage and prioritise successfully.
– Must have relevant experience of leading teams and driving results whilst managing change.

For further details about the role and how to apply, please click HERE
At NMSE we value diversity and are committed to creating inclusive culture where everyone is able to be themselves to reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse workforce will help us deliver the best possible results for our Museum. Should you need any adjustments to the recruitments process at either application or interview please contact us

Customer Service Executive

Two exciting Customer Service Executive opportunities!

Here at IMD, we strive to deliver a truly positive and engaging customer experience throughout all the key touch points in the customer journey with us. As we continue to grow and expand our business, we have been looking at opportunities to enable us to further enhance and refine the customer experience, and we are delighted to now expand our Customer Experience team with the introduction of a brand-new and exciting opportunity.

We are therefore currently looking for passionate and engaging individuals, who have the customer experience at the heart and soul of what they do, to join our IMD family in this new capacity of Customer Service Executive on a permanent and full-time basis with two positions available.

As a Customer Service Executive, you will be the primary contact and provide best-in-class customer service across multiple facets of our business including all our ecommerce and trade sale customers, our Brand Homes department and managing general brand enquiries, providing timely and resolution focused support, escalating queries to the relevant person or department as required. It is therefore imperative that the successful candidate has the ability to build strong working relationships with key internal and external stakeholders. It is critical that the role holder acts as a brand representative at all times and has excellent written and verbal communication skills. In addition, having the ability to work autonomously and independently, delivering support in a timely and proactive manner is essential.

Given these are brand new opportunities at IMD, we are looking for candidates with a minimum of 2-3 years’ experience working in a similar customer service role to ours who will be part of this growth journey and would welcome their insight and creative suggestions to help us improve the overall customer experience. Ideally the successful candidate will have previous experience across both ecommerce and trade customers, in addition to having experience working within the whisky and spirits industry (desirable).

The role will be based at our office in Broxburn and will be offered on annualised hours working on a 5 from 7 day basis which over time will include weekend work. There may be potential for hybrid working in the future.

If this sounds like the right opportunity for you then we would love to hear from you! Please visit our recruitment portal where you can find out a bit more about this opportunity, and where you can then apply direct.

***no agency contact***

Brand Home Guide

Brand Home Guide

Talisker Visitor Centre

Permanent –Part-time and Full-time Annualised Hours

Discounted shared accommodation – double room (subject to space availability)

 

About Us

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process.

Feel inspired? Then this may be the opportunity for you.

About the Role

This is an exciting opportunity to join the talented team at our Talisker Visitor Centre as a Brand Home Guide.
 
Being an integral part of the visitor centre team, as a Brand Home Guide, you’ll be required to deliver high standards of customer service and an exceptional and memorable visitor experience. Our tours are the opportunity for the public to learn who we are and what we do, you’ll be guiding them around our beautiful distillery representing the brand and Diageo using the full training provided.
 
You will assist with ticket sales and promoting our brand throughout the full experience. From warmly greeting our guests to providing advice and information on the offerings of our world-class visitor experience.

Our impressive whisky bar holds many of our products, therefore shop duties and upselling products will be required alongside the merchandising of our other products in the retail area.

You’ll help with the planning and implementation of special events throughout the year.

In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo. We would also be able to offer discounted shared accommodation at Talisker (limited spaces available).

Please note that roles are available on a full-time/part-time and permanent/6 month fixed-term contract basis and are comprised of annualised hours. This means that during peak tourist season you may work full-time hours (circa 38 hours per week) and accordingly will work fewer hours throughout the rest of the year e.g. November to March. Annual salary is paid in 12 equal monthly instalments.

About You

Brands like Guinness and Johnnie Walker were created by the leading entrepreneurs of their age.  And their spirit is alive in our business every single day and you’ll see this nowhere better than in our Talisker distillery. 

Here you won’t just stand on the shoulders of giants.  You’ll take what they created and make it even better for those who come after you.  It’s a career-defining responsibility.

We’re looking for people with character: driven, resilient and open-minded.  Are you passionate about customer service and a team player?  We certainly hope so!

We’re looking for someone who values the importance of working in a team and being able to build strong working relationships with customers as well.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

  

CHARACTER IS EVERYTHING

Primary Location: Talisker Visitor Centre

Area Visitor Services Manager

Job reference: REQ0442

Contract type: Permanent

Working pattern: This is a full-time vacancy, based on a 37 hour week. This will include an element of weekend working as part of planned duty rota

We’re a flexible employer and encourage applicants who wish to work a flexible working pattern to apply – all requests will be considered.

Nationality requirements

It’s essential you have the right to work in the UK before applying to work with us, as we’re currently unable to offer sponsorship.

You’ll also need to meet the requirements of the Civil Service Nationality Rules.

Disability Confident Scheme

If you apply under the Disability Confident Scheme, you’ll be invited for interview/assessment, so long as you meet any elements of ‘Experience’ or ‘Technical’ marked as essential and can demonstrate the relevant Behaviours set out in the Success Profile.

About the team

Forestry and Land Scotland (FLS) is an agency of the Scottish Government and we manage Scotland’s Forests and Land on behalf of the Scottish Ministers and the people of Scotland.

We are a major provider of outdoor recreation opportunities across Scotland including a wide-ranging portfolio of visitor destinations including six Forest Parks. The work we do makes a significant contribution to the local and national visitor economy as well as ensuring our national forests deliver a wide range of social benefits.

The Visitor Services (VS) Team is responsible for the development and delivery of a high quality visitor experience across the forest estate. This includes; planning and managing recreation opportunities, engaging with visitors, facilitating events, facilitating education and learning, working with partners & tenants, dealing with enquiries and engaging with communities.

South Region

Our region is diverse and comprises Tweed Valley & Galloway Forest Parks, Galloway Dark Sky Park, all of the 7stanes Mountain Bike centres, the Galloway & Southern Ayrshire Biosphere and a land reclamation programme in the East Ayrshire coal area. It is an extremely busy and dynamic Region to live and work in.

Central Region

The region covers 92,000ha of forests, stretching from the Atlantic oak woodlands on Cowal in the West, across Loch Lomond and Trossachs National Park to the recreational pinewoods of Fife, and includes lowland raised bogs and former coal sites within the southern central belt area. The VS team manage public access and safety across the geographically diverse holding including 112 managed trails 1 visitor centre and 40 urban woodlands that support the mental and physical wellbeing of over 2.6 million visitors annually.

What you will do

The Area Visitor Services Manager (AVSM) posts will be responsible for delegated sites across their region of deployment. Travel throughout the region and beyond will occasionally be required. Occasional overnight stays are likely to be necessary. Occasional weekend and evening work will be part of this role.

The key responsibility of the AVSM role is to plan, manage, develop and promote high quality, safe visitor experiences within your delegated area of Scotland’s national forests.

You will help ensure that the facilities are maintained to a high standard to achieve and maintain a high quality visitor experience, through the oversight of regular inspections and the management of the facility maintenance programme which you will lead on developing.

Much of the workload of the Visitor Service Team is about managing across teams. Your ability to communicate well, negotiate and organise yourself and others will be vital. Part of the role is to encourage new audiences to our sites across the forest estate, working with neighbours, groups and communities to enhance visitor experience.

The visitor service team is in a process of reintegrating with other parts of the organisation. This means that you will have to be comfortable building relationships in order to create and manage new and existing processes in collaboration with other teams locally and at a National level.

The role will include regular weekend working as part of a planned duty rota along with occasional evening and public holiday working.

South Region

The role will be based in the heart of Galloway managing a range of sites including; Kirroughtree, Glentrool, Clatteringshaws, Otterpool plus Raiders Road and Carrick Forest Drives. You will manage a small team and work in partnership FLS colleagues to ensure that visitors to the region have a high quality and safe experience. A key part of the role will include managing our tenant and leaseholder relationships.

Central Region

Working with a small team, you will manage a diverse range of sites. This includes Ardentinny, Puch’s Glen, Loch Ard along with sites on East Loch Lomond. You will work with colleagues to provide a high quality, 7 day, visitor experience, in a safe and cost effective way. You will also build working relationships with partners to develop and oversee visitor engagement and infrastructure projects.

Main duties

Visitor Facilities Management

Work with colleagues to provide a high quality visitor experience, in a safe and cost effective way:

  1. Specify and monitor routine safety checks for your sites; support colleagues as necessary to carry out these checks.
  2. Specify and monitor routine maintenance work for your sites; liaise with colleagues to support standards.
  3. Specify project work for your sites to maintain and develop high quality recreation facilities: create work plans as needed and work closely with delivery colleagues to get this work done.
  4. Directly manage buildings in your area as agreed with line manager.
  5. Work with the Regional Visitor Services Manager, Commercial Recreation Manager and Area Land Agent to manage recreation leases in your area.
  6. Work with other Area VS Managers to create a regional standard across all areas of delivery.
  7. Monitor expenditure and income throughout the year, flagging up issues to the regional Visitor Services Manager. Provide a quarterly report in advance of the business monitoring review.
  8. Facilitate recreation-related events via the permissions system, following FLS guidance.

Visitor Experience Planning

With support from the Regional Visitor Services Manager and national staff, use visitor experience planning to ensure your sites continue to improve and evolve, to effectively meet Scottish Government objectives and the needs of our target audiences:

  1. Complete an annual visitor experience planning exercise for each of your sites and review the trail portfolio analysis. Prioritise key sites to inform the business planning process.
  2. Monitor and act on visitor data for your destinations, through site counters, visitor studies, digital channels etc.
  3. Work with our landscape architects, civil engineers and delivery colleagues to specify, design and cost work needed.
  4. Assist the Regional Visitor Services Manager in building work programme for the South Region.
  5. Input proactively and positively to the Land Management Plan reviews and revisions, representing visitor services interests. Take responsibility for VS actions required. Attend meetings as needed and discuss issues with Regional Visitor Services Manager.
  6. Input proactively and positively to relevant sections of all Work Plans, representing visitor services interests. Attend meetings as needed and discuss issues with Regional Visitor Services Manager.

Staff Management

Lead your team in a positive and supportive way:

  1. Manage your local visitor services staff by agreeing clear responsibilities and work programmes, in line with regional and national priorities.
  2. Complete PMS reporting for staff and pass to confirming officer by end of September and April.
  3. Promote a high level of customer focus and high standards of delivery amongst staff.
  4. Monitor and support skills and knowledge development for staff, through coaching and access to training.
  5. Develop opportunities to utilise the support of volunteers and ensure effective management arrangements are in place.

Representation, Communication and Team Working

Represent FLS and the work of the Visitor Services team in a positive and professional way:

  1. Work positively and proactively with customers, stakeholders, communities, businesses and partners.
  2. Represent FLS at community, business, partner and stakeholder meetings.
  3. Deal promptly and helpfully with any enquiries and complaints.
  4. Deputise for the Regional Visitor Services Manager as required.
  5. Develop strong and positive relationships across the region and promote excellent internal communications.
  6. Support local and national web editors by providing timely and accurate updates as needed.
  7. Engage positively with regional duties e.g. fire duty.
  8. Contribute to building a culture of one team with regional and national staff.

Projects, Opportunities and Innovation

Look for opportunities to develop and improve what we do, and how we do it:

  1. Keep up to date with local, regional and national developments in tourism and recreation.
  2. In line with national strategy and regional plans seek out new ideas, opportunities and projects to develop the business within your area: revenue opportunities, partnerships and enhanced experiences.
  3. Develop ideas to improve our financial bottom-line.

Health & Safety, Wellbeing and Equality

Health & Safety, Wellbeing and Equality should be part of our normal working procedure and practice:

  1. Promote a safety-first culture in all aspects of the role: a safe and healthy environment for visitors and staff, in line with corporate standards and industry best practice.
  2. Use the lone worker safety system as appropriate.
  3. Report all accidents and near misses via the SHE Assure system.
  4. Check all VS site risk assessments and update as necessary.
  5. Ensure appropriate checks are being carried out, and appropriate records are being kept for your sites.
  6. Champion inclusive practice and consider equality issues in all visitor experience planning; seeking ways to ensure our visitor profile more closely matches the diverse make up of Scotland.
  7. Challenge outdated thinking to improve both the service delivered to our customers, and the efficiency of our business.
  8. Take responsibility for your own wellbeing, and seek support if needed.

Success Profile

The Success Profile below set outs the essential and desirable elements that make up the vacant position – you’ll be expected to demonstrate these element in your application and/or during your interview and/or assessment.

Experience

Essential:

  • Experience of managing recreation/visitor facilities in a public facing setting within the countryside/recreation/tourism sector to a high standard.
  • Budget management experience.
  • An ability to communicate and work effectively with a wide range of people.
  • Experience of working with a wide range of stakeholders.
  • Staff management or supervisory experience.

Desirable:

  • Experience of partnership working with communities.
  • Contract/ project management experience.
  • Experience of managing a visitor centre or similar.
  • Experience of revenue generation/commercial activity.
  • Experience of managing Outdoor Access and working knowledge of Land Reform Scotland Act.
  • Experience of revenue generation/commercial activity.
  • Knowledge of countryside and land management, with a commitment to learn more.

Technical

Essential:

  • Land based visitor services/tourism experience.
  • A full driving licence.
  • Competent in the use of IT and social media with a good working knowledge of Microsoft applications including Excel, Word and Outlook.

Desirable:

  • A degree or diploma in tourism, recreation management or equivalent.
  • Ability to use GIS or equivalent software, with a commitment to learn more.

Behaviours

On the application form you’ll find four free text boxes to provide your behaviour responses. Please note, you’re only required to provide evidence against the below behaviours on your application. This means that if less than four behaviours are noted, you can leave the relevant free text(s) box blank on your application.

Behaviour 1 and Lead Criteria: Managing a Quality Service

Behaviour 2: Communicating and Influencing

Behaviour 3: Working Together

Behaviour 4: Seeing the Big Picture

Strengths

You will not be assessed against this at application stage. However, this will be assessed if you are successful for interview.

Driving licence

This role requires you to have a full UK driving licence, however, we are willing to consider any proposals that would allow you to do the job by other means.

Travel

As this role involves working with colleagues across the region/Scotland, there will be regular travel involved which may include overnight stays away from home.

Travelling at times may also involve visits to remote locations, therefore there is a requirement for you to have a current driving licence that enables you to drive in the UK. However, we are willing to consider any proposals put forward from candidates that would allow you to travel between locations by other means.

What we offer you

If successful, you will be entitled to a wide range of benefits.

Additional information

We believe it’s important to create an inclusive and supportive work culture, and we welcome applications from everyone, regardless of background.

It’s important you complete the entire application form (where relevant) in sufficient detail – this will give you the best chance of being invited for interview and/or assessment. Where a vacancy attracts a higher number of applications, only ‘Behaviour 1 – lead criteria’ will be assessed at sift stage. However, it is still important that you complete the entire application form in sufficient detail, as there is no way of knowing that a vacancy will have a high number of applications.

Concerns about our recruitment

If you believe the Civil Service Recruitment Principles have been breached, you can submit a complaint to the Head of People and Organisational Development – they will assess compliance with the Principles, but will not review the decision(s) of the recruitment panel.

Further information

If you have any questions about the recruitment process, or require any adjustments, please email HR@forestryandland.gov.scot

Projects and Compliance Lead

Projects and Compliance Lead

An opportunity has arisen for a Projects and Compliance lead to work on a range of exciting capital projects at our Edinburgh Zoo and Highland Wildlife Park. In this varied role, you will help to plan, organise, develop and coordinate the property and estates elements of the project, ensuring all contractual information is in place to deliver a smooth, safe and coordinated project. This will involve varied opportunities to support in various processes at different stages of the projects, from start to completion. You’ll also have the opportunity to work for one of Scotland’s leading conservation charities, based at Edinburgh Zoo.

Permanent, full time, 37.5 hours per week

The role

Plan, organise, develop, and coordinate the Property & Estates elements of delegated capital projects at Edinburgh Zoo and Highland Wildlife Park, defining and developing and recommending appropriate actions in support of RZSS’ vision and mission, ensuring all contract information is in place to deliver a safe coordinated project.

Some of the things you’ll do

Lead on various stages of delegated P&E projects including the works being assessed, prepared, scheduled, and allocated.
Contribute to the development, implementation of systems and processes which ensure that projects being undertaken are aligned with other, planned works carried out by other areas of the service.
Provide effective guidance to assigned groups to identify and implement service improvements.
Contribute to and monitor P&E project budgets.
Tender project work when required in accordance with agreed standards, producing accurate tender documents to ensure projects can be priced to provide best value for budget.
Manage and co-ordinate the planned preventative maintenance and test and inspection programmes across both RZSS sites, including arranging contractor visits and supervising works whilst on site.
Manage and co-ordinate the work of sub-contractors, to ensure it is carried out according to agreed quality standards, budgets, and timescales.
What we’re looking for:

HNC in Construction Management or equivalent
Ability to work to parameters of Building Regulations
Understanding of basic principles of structural design, ability to work to design drawings
Excellent analytical skills, with the ability to interpret complex financial and performance information
Experience of implementing and working within, particularly from a client’s responsibly viewpoint, CDM 2015

Please see the role profile for further information on what the role involves and essential/desirable criteria.

Visitor Services Supervisor – Retail

This is a fantastic opportunity to work as part of the leadership team at our Visitor Centre in Glencoe National Nature Reserve, the gateway to this iconic mountain landscape which attracts millions of people from across the globe every year. As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place.

You will be responsible for the day-to-day operations at one of the National Trust for Scotland’s flagship shops. You will lead by example to deliver our quality standards and performance targets, ensuring we offer a fantastic experience to our visitors. You will supervise, coach and motivate your team to be the best they can be. You will also be part of a broader duty management team responsible for smooth and safe visitor services provision.

As well as creating an enjoyable retail experience, you will champion complementary income-streams like memberships, donations and catering. You will also inspire visitors with ideas for things to do here and share your enthusiasm for Glencoe’s stories and the work that their spending funds.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Retail operation

• Create eye-catching and enticing retail displays, maintaining high standards of presentation.
• Identify opportunities to increase revenue through upselling, cross-selling and add-on sales.
• Input into range planning and the development of our retail product offer.
• Be responsible for organised ‘back of house’ systems and all aspects of stock management, including deliveries, storage and stock-taking.

Visitor experience

• Offer exemplary customer service and ensure all members of the team do the same.
• Gather visitor feedback to help evaluate and shape our offer.
• Support ambitious property-wide targets for customer satisfaction, membership recruitment and donations to our charity.
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues as they arise and following our emergency procedures.
• Minimise our environmental impact through environmentally sustainable practices – especially energy use and waste disposal.
• Contribute photos, videos and story content for social media and marketing promotion.

People management

• Supervise the day-to-day activities of a team of permanent and seasonal Visitor Service Assistants (VSAs)
• Achieve excellence in staff performance with motivation and training, task-setting and coaching our staff on front and back-of-house routines.
• Contribute to the preparation of rotas, allocating staff and volunteer resources to meet business needs.

Finance Management

• Share responsibility for achieving a retail budget of around £750,000 sales per year.
• Monitor commercial performance and adjust activities to capitalise on income-generating opportunities.
• Supervise daily retail till operations and perform end-of-day financial reconciliation.

Performance indicators and targets:

• Visitor enjoyment – online reviews, mystery visits, customer surveys and feedback
• Staff and volunteer satisfaction – one to ones and surveys
• Financial performance – daily sales and monthly income & expenditure budgets
• Stock management – weekly reports and regular stocktakes

Tools / equipment / systems

• Access to laptop for online people management, training, financial monitoring and stock ordering systems.
• EPOS tills and chip and pin machines.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

• Qualification in retail management or supervisory experience in a busy shop environment
• Current UK driving license
• First Aid certification or willingness to be trained
• Personal license certification for alcohol sales (desirable, not essential)
• Visual merchandising skills
• People leadership skills
• Passion for exceptional customer service
• Confident communicator (spoken and written)
• Computer literate and familiar with Microsoft software
• Attention to detail and strong organisational skills.
• Ability to be proactive and to take initiative
• Understanding of and belief in the work of the National Trust for Scotland

People (HR) Manager

We are currently recruiting for a People Manager who will be responsible for the management and delivery of an effective people support service that aligns with DCA’s overall strategic aims and objectives.

The post holder will provide advice, guidance and support across the organisation in line with HR best practice to support managers and staff to develop their understanding and application of DCA’s people management policies and procedures. They will coordinate and support DCA recruitment campaigns; lead on the development and roll out of people policy and procedure and be the first point of contact for external people-related enquiries. In addition, the post holder will coordinate the monthly payroll and pension submission to our payroll provider.

We are committed to creating flexibility in the workplace, allowing staff to undertake a hybrid form of working, both at DCA and remotely.

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