Full Time

Visitor Services Supervisor – Food and Beverage, Glenfinnan

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 as Visitor Services Supervisor – Food and Beverage.
This is a fantastic opportunity to work as part of their leadership team at the iconic Glenfinnan Monument and its Visitor Centre, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at their popular Viaduct View and Monument View takeaway cafes. You will deliver their quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can supervise, coach and motivate their team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
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 lead by example to produce an enticing Food & Beverage menu, to recommend and upsell their range, and to promote complementary income-streams like retail, memberships and donations. You’ll help answer visitors’ questions about things to do here and share their enthusiasm for Glenfinnan’s stories, the work we do and what their money is funding.
Key responsibilities of the role:

Catering operation
Lead with menu development and the preparation, cooking and 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.
Visitor experience
Offer excellent customer service and ensure all members of the catering team do the same.
Support property-wide targets for completion of visitor surveys to understand more about their visitors.
Act as one of their duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
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. their Trust-wide Catering Development team.

Finance Management
Share responsibility for achieving an F&B budget of around £350,000 a year.
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 as a duty manager.
Assist the F&B Manager with menu costing and stock-taking.

Key skills and experience required:

‘Hands on’ working in a busy catering and sales environment, ideally in a visitor attraction setting or café.
Excellent leadership and influencing skills, supervising and supporting staff on a daily basis
Enthusiasm for preparing and serving high quality food and drink
Passion for and ability to demonstrate the exceptional customer service required of all staff
Confident communication skills (written and spoken)
Computer literacy and familiar with Microsoft software
Experience with cash handling, monitoring and interpreting financial data
Strong time management and organisation skills
Ability to be proactive and to take initiative
Understanding of and belief in the work of the National Trust for Scotland

This role offers an excellent competitive salary within a range of £24,252 – £25,877 per annum with significant company benefits.

Eden Scott are 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 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.

ption please email or call Sally on 07776 662506.

Visitor Services Manager – Haddo House

An exciting opportunity has arisen to join the team at the Trust as Visitor Services Manager – Haddo House.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about their vision for the Future and what they do every day as a business: Bringing people together and giving them the greatest visitor experience.

Situated in wonderful parklands, Haddo House is an iconic historical landmark that has been part of the National Trust for Scotland since 1979. These days, Haddo House has established itself as the flagship venue of the Aberdeenshire North region.

Spread over four floors, Haddo House boasts one of the most impressive interiors in the area, with an incredibly rich & fascinating history. The flexible interior space making it idea for weddings, corporate hospitality, and events.

The property also comprises of; a large multi-use courtyard which houses the retail and catering areas, one of the best gardens in Aberdeenshire, as well as two function / events and conference spaces and a large events lawn.

This role will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision. The focus will be on delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximising key commercial, financial and development objectives, to ensure the property is property fully sustainable.

Key responsibilities of the role:

Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to;

Responsible for the line management of Visitor Service Supervisors and Visitor Services Assistants, within Haddo House.

Instil a Health & Safety culture across the property, ensuring the team work within the properties Risk Assessments to reduce risk of incidents and accidents to volunteers, employees and visitors.

Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;

Plan and deliver annual events and functions strategy with support of NE regional office and Visitor Service Supervisors.

Driving the visitor services experience to achieve financial targets, maximising income, and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.

Ensure the cornerstones of the National Trust for Scotland are achieved at every property namely, conservation, access and memorable visitor experiences for all guests.

You will ensure high standards of presentation at all times, you may have delegated tasks within other departments and you will understand and help deliver your overall properties business plan.

Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;

Key skills and experience required:

Have direct experience of managing multi-strand visitor/commercial services operation – ideally in a heritage or tourist-attraction or similar visitor context;

Have experience of building local community engagement

Stakeholder management skills

This role offers a competitive salary within a range £33,702 – £37,281 per annum with significant company benefits.

Closing date 10.00am Friday 11th November

Falkirk Hire Boats Technician/Engineer

Scottish Canals is an innovative, forward-thinking organisation dedicated to safeguarding a crucial part of Scotland’s heritage whilst stimulating business growth, job creation and income generation by helping to create stronger communities, attract new customers and income and working with and through empowered and motivated people.

We currently have an exciting opportunity for a Technician/Engineer to join our small but dynamic team. This role will ensure the holiday boat fleet is well maintained and repaired to the highest standard and always ensure provision of the highest level of customer service in all aspects of the customer’s journey. This will be split between servicing, diagnosing, and repairing all diesel boat engines, and covering operational duties and customer services on the bankside, such as handovers and customer familiarisation. Participation in the call out rota is required.

The holiday boats consist of 19 narrow beam canal boats, operated for 3 holiday hire companies. Our pace, personality and people make us amongst Scotland’s top visitor attractions. If you’re interested in tourism, travel, international visitors, events, boating and outdoor activities, then this could be the perfect job for you.

Main responsibilities include:

Maintain admin systems for the 19 boats to ensure the smooth running of departing and returning boats
Servicing and diagnostics of diesel engines
Be responsible for managing information from holiday boat companies
Be responsible for complying with all statutory regulations pertaining to operating the holiday boats
Support the Holiday Boat Marine Mechanic Team Leader and manager on a daily basis
Skills and experience required:
Qualified engineer/technician
Diagnose faults and repairs, working unsupervised
Self-motivated and able to work on own initiative
Excellent customer care skills
Experience of steering and propulsion systems, 12V and 240V systems
Welding, plumbing and painting experience advantageous
Full UK driving licence
The role is offered on a permanent, full-time basis. Scottish Canals also offers a generous annual leave entitlement along with enhanced company sick pay, discounted shopping vouchers, salary sacrifice tech-scheme and contributory pension scheme with a matched employer contribution of up to 10%.

Events and Experiences Coordinator

The role

To develop and organise a diverse portfolio of events and administer an engaging and innovative package of commercial RZSS Edinburgh Zoo experiences. Ensure commercial events & experiences are efficiently administered, monitored, evaluated & that they fit with the RZSS vision and mission.

Some of the things you’ll do:

Support Events & Experiences Manager and administer Edinburgh Zoo commercial events and experience programme, e.g. managing/delivering specific events such as photography workshops and birthday parties.
Leads the co-ordination of RZSS Keeper Experience programme.
Provide first-class customer service by ensuring our customers receive a personal, knowledgeable and positive level of service on a daily basis.
Develop efficient booking and administering techniques/systems to ensure the visitor journey is seamless, fluid and professional and in line with GDPR policies.
Assist with planning, reporting and delivery of larger events.
What we’re looking for:

Good achievement at Higher grade level (including English and Mathematics) or equivalent qualifications or experience.
Engaging customers empathetically to link or upsell our products.
Assertive communicator, confident in dealing with queries from internal & external sources.
Experience in event co-ordination
Please see the role profile for further information on what the role involves and essential/desirable criteria.

We offer a range of great benefits which can be found at www.rzss.org.uk/about-rzss/staff-benefits

Brand Home Lead Guide

Additional Job Description
Brand Home Lead Guide

Dalwhinnie Visitor Centre

Full Time (Annualised Hours)

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 we may have the opportunity for you. 

 
About the Role 

We have an outstanding opportunity to join our dedicated team at our Dalwhinnie Visitor Center as a Brand Home Lead Guide.

As a Brand Home Lead Guide, you’ll be vital to the day-to-day management of the Brand Home, organising tours and allocating them to your team. You’ll provide vital support to the Management team with all operational activities relating to the experiential, bar and retail offerings.

Our Brand Homes showcase to the public who we are and what we do. You’ll be responsible for driving the performance of the Brand Home and ensure that the team deliver extraordinary standards of customer service and outstanding and memorable visitor experiences.

You’ll provide daily support and supervision of the Brand Home Guides and agency staff, including scheduling, monitoring and recording of working hours, supporting new and ongoing training to the team as well as ensuring ongoing personal development and the reporting of team performance and targets.

Our retail area holds our impressive range of Scotch and you’ll play a key role in supporting the Management team with retail strategy and visual merchandising management. You’ll also help with the planning and the implementation of special events throughout the year. Not only will you support the Assistant Managers in event strategy, but you will be vital in building community engagement and the delivery of the Brand Home sustainability ambition.

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 have a range of full time and part time positions available. If you are looking for either permanent or temporary, then get in touch!

If this sounds like your dream location to start an outstanding career, then register your interest today, and we will keep you updated on future vacancies.

About You

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

We’re looking for someone with experience leading elite teams whilst ensuring excellent customer service standards are adhered to at all times. You’ll value the importance of working in a team and demonstrate the ability to build strong working relationships with customers as well as key partners.

You’ll be eager to lead projects and put forward your own ideas to sustain and improve the business ensuring direct contribution to the performance of the Brand Home.

You’ll be experienced working towards targets and have the strive to achieve vital targets whilst subsequently leading the team every day to work towards these targets.

You’ll be flexible as the role requires both evening and weekend work throughout the year and this will be planned in advance. It’d be excellent if you had an understanding of Microsoft office or similar applications however this is not crucial

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 outstanding 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

Facilities Technician

OI PEASANTS! WE’RE RECRUITING… Fancy a job like no other? If you have facilities and maintenance experience, then prepare to swap your current work environment for one that’s far from traditional!

Edinburgh Dungeon is currently seeking a Facilities Technician to provide vital support to our attraction, ensuring its unique brand of scary fun is being delivered at an efficient level.

What you need

Basic carpentry and electrical experience with knowledge of using relevant power tools and equipment
Knowledge of Health and Safety, risk assessments, Planned Preventative Maintenance systems of work and LOLER/PUWER (desirable)
Be a positive and self-motivated individual with a strong eye for detail
Be someone who takes pride in their work
Competent in using relevant IT packages
Helping to maintain and operate our shows and rides and working in a small multi-skilled team of dungeon dwellers, you’ll be responsible for the maintenance of equipment, theming, rides, and the facility. Including carrying out electrical and mechanical inspection, ride checks and provide support to the daily operation of this thrilling attraction.

This naturally means you’ll be dealing with both routine maintenance and breakdowns and therefore you will work swiftly and with care to diagnose and resolve problems. Utilising your hands-on knowledge and experience you will sustain minimal downtime of rides and themed attractions for the visiting peasants.

You will also provide timely and regular communication to the Technical Manager regarding operational issues, ensuring the earliest possible resolution and displaying the ability to make sound decisions and take decisive action.

This role is permanent and full-time, offering a minimum of 30 hours per week. Our attraction is open daily, so flexibility in hours and days working will be needed. Shifts vary, and normally consist of daily shifts of early Duty Tech 9am -5pm and late Duty Tech 10.30am-19.30pm (During peak season and weekends) and 9.30am -17.30pm (out of season).

Alongside helping transport guests back to Edinburgh’s darkest history, you’ll also receive:

Hourly rate of £10.92 paid fortnightly
25% discount in our retail shops and restaurants and 40% off LEGO online
Merlin Magic Pass – giving you free tickets to all our attractions worldwide for you, your family, and friends every year
Discounted rates at Merlin hotels all over the world
Cycle to work scheme and O2 discount

Construction Project Team Leader

An exciting opportunity has arisen for a talented Construction Project Team Leader to get involved in leading an important new build project for our beautiful Highland Wildlife Park site located in the heart of the Scottish Cairngorms, including the introduction of our Wildlife Discovery Centre and associated conservation-based project builds.

Fixed Term – 18 months, full time, 37.5 hours per week with potential for the post to be extended.

The role
This role reports directly to the Head of Property and Estates. The role is key in managing external contractors in the construction and refurbishment of all buildings, facilities, and infrastructure in relation to new build projects including the Scottish Wildlife Discovery Centre and conservation-based project builds.

Some of the things you’ll do:
• Supervise, following good management practice, resources within agreed limits and assist in the construction of new buildings, hard landscaping and other associated services. Contribute to the budget process and recommend cost-effective opportunities to minimise the impact of the Society’s operations on the environment.
• Providing regular performance and progress reports to our Projects and Sustainability manager while working on the SWDC project.
• Ensure all transport, generators, hand tools and all dedicated plant and equipment under your control is maintained to relevant legislation and best practice, and relevant documentation is maintained to the required standards at all times. This may include collection and disposal of refuse and waste materials within the park.
• Coordinate and oversee the compliant delivery and development of outsourced contracts, ensuring these are managed in a professional manner.
• Ensure the compliance of your team and contractors with RZSS’s policies, procedures and guidelines, together with all relevant regulatory and statutory requirements (e.g. H&S; CDM 2015; Child Welfare) and the EUlife grant requirements.
Some of the things’ we’re looking for:
• HNC in construction or Civil Engineering Management, or equivalent qualification or experience
• IOSH managing safety or NEBOSH certificate or willingness to obtain
• Up to date completion of Site Safety Managers Training Scheme (SSMTS)
• Up-to-date knowledge and understanding of building related health & safety legislation

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

Visitor Services Manager

We are looking for an experienced and talented customer focused manager to join us at our fantastic property, Haddo House.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the Future and what we do every day as a business: Bringing people together and giving them the greatest visitor experience.

JOB PURPOSE

You will be responsible for delivering a memorable experience to all

Delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximising key commercial, financial and development objectives, to ensure the property is property fully sustainable.

Your vision and drive will continue to build on our current, from creating fresh visitor numbers, bringing fresh ideas to showcasing our site to a wider audience, to handling initial enquiries and delivering memorable visitor experiences. Ultimately ensuring Haddo House is recognised as a first-class visitor attraction.

You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to;
• Responsible for the line management of Visitor Service Supervisors and Visitor Services Assistants, within Haddo House.
• Instil a Health & Safety culture across the property, ensuring the team work within the properties Risk Assessments to reduce risk of incidents and accidents to volunteers, employees and visitors.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;
• Plan and deliver annual events and functions strategy with support of NE regional office and Visitor Service Supervisors.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome within the catering department
• Driving the visitor services experience to achieve financial targets, maximising income, and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
• Ensure the cornerstones of the National Trust for Scotland are achieved at every property namely, conservation, access and memorable visitor experiences for all guests.
• You will ensure high standards of presentation at all times, you may have delegated tasks within other departments and you will understand and help deliver your overall properties business plan.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;
• The post holder will be designated for the property as the “responsible person” concerning issues around the safeguarding of children and vulnerable adults. For this element of your role, you will be required to undergo a criminal record check.

Department specific

• Managing visitor-related buildings and facilities (e.g. retail and admissions, building, plant sales area, rental accommodation).
• Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
• To ensure that the property meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens
• Adhering to the sale of alcohol legislation, being a Premises Manager.
• Deliver an attractive and engaging programme of tailored events which drive footfall to the estate.
• Supporting the Visitor Services Manager (Catering) to ensure catering standards are maintained.

Structure
The structure of the NE region includes three clusters named Aberdeenshire North (Haddo, Fyvie, Pitmedden, Fraser), Aberdeenshire South (Crathes, Drum, Craigievar) and Angus (House of Dun, Barries Birthplace, Barry Mill).
The Visitor Services Manager for Haddo House reports directly to the Operations Manager (Aberdeenshire North).

Additional support is provided through the NE Regional office team which comprises of General Manager, Business Manager, Heritage Services and Garden and Design Landscape Manager.

Central support resource is also provided through Consultancy Services.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience;
• Management experience within a museum, visitor attraction or hospitality industry.
• Ability to work ‘hands-on’ – including in the retail, events and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
• Proven experience of team building within and between departments.
• Has a solution focused approach and is able to act independently.
• Excellent presentation skills.
• Experience in a retail and sales environments
• Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Experience of managing social media and delivering promotional activities.

Consultant (People, Organisational Development)

WHO WE ARE
We’re a forward-looking People Department that supports our organisation’s Strategy through support for our volunteers (2300) and employees (800) – whether as individuals or as managers. Our organisation can seem complex since its workforce is deployed all across mainland- and island-Scotland, in all sorts of workplaces (from cottages to castles, mansions to mountains, gardens to great estates, tearooms, shops, offices – and everything in between), but our work aims to be fair and consistent no matter where and who our people are. We strive to make people processes simple and accessible so that our people can just “get on with the job”, but robust enough to give meaningful management information to help with strategic and tactical development and decision-making. Although the team is dispersed across the country, we enjoy connecting with each other for our work and for social activity: we take our work very seriously, but we like to have fun too.

JOB PURPOSE
This job works with colleagues across the Trust to enable improved performance of individuals and teams. You’ll work on projects across a spectrum of organisational development disciplines (learning & development, engagement, leadership and team development and change management) as well as managing recurring programmes of activity (e.g. the performance review process, the workforce effectiveness survey, managing training suppliers).

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Work with leaders across the Trust to understand their areas of work, diagnose organisational development issues, and work with them to create annual plans at a regional / departmental level to deliver improved performance.
• Work with leaders across the Trust to understand bespoke training needs and, where necessary, work with them and external suppliers to build new training interventions.
• Manage all training and development suppliers, LMS and learning tools, to ensure the Trust is able to deliver business-as-usual training.
• Facilitate internal team development and leadership development sessions, tweaking existing tools depending on the situation and – if required – working with the Lead Consultant to develop new ones.
• Manage the planning, roll-out, delivery and reporting of the workforce survey, and support leaders across the trust to implement action plans based on the results and build engagement.
• Review and update existing organisational development processes and toolkits (performance review process, leadership development tools, training provision, etc.), using customer feedback and external best-practice thinking to ensure our products are customer-focused and as effective as possible.
• Work with the Lead Consultant, and with external suppliers, to design and develop leadership development interventions and tools to support organisation-wide development.
• Work across the People function to align OD interventions and recommendations to business- as-usual People processes, and ensure tracking of all OD interventions and processes on the People System.
• Deliver ad hoc People projects to support improved business performance as and when required, which may include managing contractors or suppliers.
• Support leaders in organisational design and change management, using existing trust approaches and adapting these approaches where necessary to enable effective change processes.

How we would like you to achieve this
• We want you to work in a way that is wholly consistent with our stated organisational values and our Corporate Strategy, and our People Strategy, and to be overt in making links between the work you do and those values, so that stakeholders can easily recognize how our work is an essential contributor to the work of the Trust.
• We want you to be as participatory as possible at all levels within the organisation to hear, build-on, and guide suggestions “from the floor” that will move forward the level of service the OD team provides at an operational level and inform our thinking and progress at a strategic level too.
• We would like you to use your existing professional network and knowledge to keep us abreast of current thinking in the field.
• We like to be kept informed so it is important to us that you keep good records relating to your activity and be able to use this swiftly to produce meaningful management information that can inform our decision-making. You need to be entirely comfortable and confident with creating and delivering engaging reports, formal papers, presentations, and activities for different internal audiences (from front-line staff to director/CEO/board level, as well as for external stakeholders).

Who you will be working with
• You will be working within the People Department, reporting to the Head of Organisational Development.
• You will be expected to work cross-functionally within the People Department and across the wider organisation
• You will engage short-term employee resource, contractors, and suppliers to fulfil the differing needs of projects and programmes, and you will be expected to manage these on a “best value” basis.
• Please see the summary organisation charts at the end of this document.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Significant experience of a People or HR consultancy role in a multi-site complex organisation, focused on a diverse range of organisational development / organisational effectiveness activities.
• Experience of leading others (including project teams) and influencing across organisational boundaries
• Experience of managing complex projects or programs of work with significant scale and impact.
• Experience of leading the development of new leadership development tools or products, along with knowledge of / expertise in using psychometric tools.
• Knowledge of, and experience in, designing, implementing and maintaining performance processes and approaches.
• Knowledge of, and experience in, managing LMS, LXP, learning tools.
• Experience of using people data (such as workforce survey or workforce planning data) to provide analysis and insight to senior leaders and developing action plans on the back of this.
• Ability to think and operate at both tactical and strategic levels; experience of working with, enabling (and challenging) senior leaders.
• Demonstrable practitioner experience of developing a wide range of organisational development support products (FAQs, scripts, online learning modules, tool-box talks etc).
• Highly proficient user of IT in general: word-processing, spreadsheets, presentations etc.
• Confidence and ‘presence’ to be a highly-visible and highly-effective team member within the Department, across the Trust, and to external stakeholders.

Desirable
• Post-graduate qualifications in business management (e.g. MBA) or HR / organisational development qualifications.
• British Psychological Society qualifications (Level A & B).

Just so you know…
The Trust has a set of Values we would ask you to work within, and these apply to everybody in the Trust irrespective of their role or job. You can find out more here: https://www.nts.org.uk/our-work/our-manifesto-and-values
This means we want you to have:
 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;
 The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone;
 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;
 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.

Supporter Care Executive

CONTEXT
The National Trust for Scotland is an independent charity set up in 1931 for the preservation and conservation of natural and human heritage that is 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 that 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. Within the Customer and Cause team sits marketing, fundraising, communications, content and design and supporter care.

PURPOSE OF THE ROLE

The wider purpose of the role is to support the interactions we have with our supporters ensuring that we build meaningful relationships with them through our excellent supporter care to encourage loyalty of support and in turn, generating the vital funds we require for the continuation of our charity’s work.

The specific purpose of the role is to provide excellent service and care to our many supporters, including but not limited to members, donors, and visitors. It’s your role to build strong relationships, offer great service and encourage future support, providing a positive experience of the National Trust for Scotland. As well as processing memberships and carrying out administrative tasks, you will be the first point of contact for general enquires for the organisation and It’s your responsibility to ensure that every interaction leaves our supporters, or prospective supporters, feeling thanked and valued and most importantly excited to continue or start their membership and support to the National Trust for Scotland.

KEY RESPONSIBILITIES

1. To deliver exceptional supporter care across multiple channels – In most cases you are the first line of enquiry either by telephone, email, social media, letter or occasionally face to face.
2. To be welcoming and helpful for people contacting our charity who may have a question or feedback.
3. You will present a professional and proactive approach to supporter retention and recruitment
4. You will respond to enquiries in a timely, considerate and caring manner adhering to our specified SLA’s
5. You’ll be expected to know the Trust’s activities, products and policies and be able to communicate them confidently to our visitors, members and donors.
6. You will be expected to manage customer data in accordance with GDPR and PECR regulations and be proactive in ensuring data is up to date and accurate
7. Provide support to the Supporter Care Manager, CRM manager and other internal departments with time-critical, data sensitive tasks.
8. You will ensure all interactions with supporters are logged in the CRM system and where appropriate passed on to the relevant department(s).
9. You will take payments from supporters either using an online payment system via the phone or by processing cheques. As well as managing refund requests and payment enquires.
10. You will be expected to take responsibility for enquiries and complaints raised by supporters and proactively seek satisfactory and timely resolutions.
11. You will be responsible for administration tasks to service supporter relationships including processing memberships, gift aid, direct debits, data cleaning and consents
12. You will be involved in various system testing ensuring that they are fit for purpose.
13. You will be proactive in process improvement and development and will maintain and create guidance notes for areas of your work.
14. You will work with different teams, including those based in our properties to provide training and promote the important of good supporter care.
15. You may be involved in outbound retention and recruitment campaigns via telephone, email or mail.

SCOPE OF ROLE

People Management
• No people management
• Key internal relationships including supporter care team, property teams, fundraising, finance, marketing, communications and commercial teams

Financial Management
• No direct budget management but on occasion will be dealing with financial tasks such as direct debit processing or payments over the phone.

Hours of work
• Normal working hours, 40 hours per week inclusive of 1 hour lunch. Our core business hours at 9 – 5 and on a rare occasion you may be asked to work evenings and weekends as required.

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
• Experience of working in a customer or supporter facing role
• Experience of using Microsoft Dynamics CRM or any CRM database system
• Administration experience and a confident user of Microsoft office systems
• Organisation skills and strong attention to detail
• Enjoy working with people and take pride in finding solutions
• Strong communication skills (both written and oral)
• Polite and tactful in approach
• A proactive approach to your work with excellent problem-solving skills.
• Ability to multitask and prioritise workload to ensure our supporters come first
• Work well under pressure.
• An understanding of data protection legislation in relation to handling personal data.

Desirable
• Experience in the charity, not for profit sector
• Experience of working in a call centre environment
• An interest in Scottish built, natural and cultural heritage

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

Digital Communications Coordinator

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 Digital Communications Coordinator to support the strategic aims and objectives of Glasgow Science Centre (GSC) with responsibility for the organisation’s social media strategy and community management on a day-to-day basis. You will take a proactive approach in building and managing GSC’s profile with social media influencers.

The successful candidate will have previous experience in a social media role, with a demonstrable track record of leading and delivering against goals set in social media campaigns. You will have excellent writing, editing and proof-reading skills and a strong ability to communicate in the right tone of voice. You are a great team player who enjoys working with different departments and people across an organisation, and you are inspired by our mission and share our company 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 at https://www.glasgowsciencecentre.org/current-vacancies

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

Application Deadline: Thursday 27/10/2022 at noon.

Paolozzi Project Archivist / Curator

Paolozzi Project Archivist / Curator
Collection & Research
Full-time, Fixed Term for 2 years
Salary £29,816 – £32,645 per annum (Band 5)
Plus generous benefits package

THE PAOLOZZI PROJECT

The National Galleries of Scotland accepted a major gift from Sir Eduardo Paolozzi in 1995, which included: c.2500 maquettes, models, moulds, and sculptures made from a variety of materials; around 2000 prints; 500 drawings; 9000 photographs; and 3000 slides. The gift also included a vast quantity of additional archival material: at the time estimated to number 80,000 items – magazines, tearsheets, correspondence, sketches, some artworks, and ephemera.

In 2017 the Galleries received a major bequest from the late Professor Robin Spencer, a highly respected Paolozzi scholar, and we are now embarking on a 2-year project to catalogue our Paolozzi holdings and to establish NGS as a centre for research on Paolozzi’s expanded practice as public artist, sculptor, collagist, printmaker, designer, and teacher.

THE ROLE

This is a specialist role for an Archivist with relevant curatorial experience, created to manage the archival aspects of the Paolozzi Project and to work on the programme around Eduardo Paolozzi’s centenary year planned for early 2024.

You will manage the development and maintenance of the Paolozzi Archive and ensure that the collection is made accessible for research and display, with a specific focus on centenary celebrations in 2024. You will develop and maintain contacts with external stakeholders including The Paolozzi Foundation, the artist’s estate, academic and professional peers, collectors, funding bodies etc., and handle enquiries from the general public.

Reporting to the Librarian (Modern and Contemporary Art) you will work closely with a dedicated Paolozzi Project Conservator as well as the wider Modern & Contemporary team. Working in this key role to deliver the aims of the project, your main focus will be promoting NGS holdings relating to Sir Eduardo Paolozzi outlined above, through cataloguing and display, with additional day to day responsibilities as a member of the wider team.

KEY RESPONSIBILITIES

• Initiating and developing ideas and proposals for the public programme of exhibitions, displays, and talks, in consultation with senior colleagues.
• Producing research and interpretive material, including publications, talks, captions, etc., and contributing to the digital engagement programme.
• Project management of exhibitions, displays, and other relevant initiatives, in liaison with senior colleagues.
• Maintaining accurate catalogue records and other relevant data pertaining to archive and special collections.
• Developing the archive and special collections in liaison with Curators and other colleagues.
• Liaising with colleagues in Collection Management and Estates to ensure the highest standards of care and protection for the NGS collection, including advising on the NGS loans programme.
• Responsible for the storage and care of archive and special collections, in liaison with the Project Conservator.
• Budget management for specific areas and projects.
• Maintaining a high standard of access to collections for NGS colleagues and the public, including day to day management of research spaces.
• Developing and maintaining an appropriate network of contacts and stakeholders, including lenders, donors, other museums, gallery professionals, etc.
• Contributing to education and other programmes across NGS.
• Collaborating with other NGS departments and contributing to audience development plans, in line with the overall NGS vision of broadening access to the collection.
• Contributing to NGS partnership initiatives – national and international.
• Representing archival interests at relevant NGS committees and working groups.
• Representing NGS at relevant professional conferences.
• Managing the recruitment and supervision of volunteers.

KNOWLEDGE, SKILLS, AND EXPERIENCE

The following range of knowledge skills and experience are required. Please ensure these are reflected in your application. Short listing for interview will be based on meeting these requirements.

Essential
• Educated to degree level with a recognised post-graduate qualification in archive and/or records management, or equivalent training/experience.
• Must have extensive experience of working in an archive repository along with demonstrable experience of working with complex and varied archival collections.
• Knowledge of content standards for archive description (i.e. ISAD(G)).
• Experience of working in a museum or gallery environment with thorough knowledge of collection care issues, including appropriate archival storage, handling and preservation.
• Good knowledge of 20th and 21st century art, with a particular interest in Scottish Post-War art.
• Understanding of relevant legislation (including Copyright, and GDPR).
• Excellent literacy skills with ability to produce clear and accurate documentation.
• Strong communication and interpersonal skills, including the ability to communicate effectively with both internal and external contacts.
• Excellent time management and planning skills, prioritising workload to meet deadlines.
• Ability to work effectively as part of a team, sometimes in a leading role, with a proactive approach to sharing information with colleagues.
• Excellent problem solving and research skills.
• Good IT skills, including CALM or similar archive cataloguing database and standard software (MS Word, Excel, etc.)
• Knowledge of relevant Health and Safety regulations and approaches (including manual handling and ladder use).

Desirable
• Experience in managing junior posts and/or volunteers.
• Experience of academic collaboration.
• Experience of writing for traditional publications and social media.
• Knowledge of a European language.
• UK driving licence.

ABOUT US

The National Galleries of Scotland (NGS) is home to one 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: the Scottish National Gallery, the Scottish National Gallery of Modern Art, and the Scottish National Portrait Gallery. The National Galleries of Scotland aims to preserve, display, and augment the collections for the enjoyment and education of the widest possible public and to maintain NGS as a centre of excellence.

This is an exciting period of renewal for NGS, as we move forward with our engaging strategic vision that puts our audience at the heart of what we do. We’re making it our mission to broaden our impact, matching our rich collections, expertise and creativity to the needs and wants of our visitors. We’re finding new ways to connect with more people, and creating an innovative, inclusive organisation that can meet the challenges of our ever-evolving world.

‘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.

At NGS we are committed to looking at how we operate as well as how we engage with our visitors and communities. We want to play our part in tackling the Climate Emergency. We will ensure Equality, Diversity, and Inclusion (EDI) is embedded across our organisation, ensuring everyone feels a sense of belonging and can be themselves.

NGS are working towards reducing our environmental impact and aim to have net-zero carbon emissions before 2045. Our response to the Climate Emergency and EDI is integral to our work and all our colleagues and departments play a part in achieving this. Our primary Climate Emergency focus areas are engaging our communities, improving our operations, and adapting to future climate changes.
SUMMARY TERMS AND CONDITIONS

Salary: £29,816 – £32,645 per annum (2021-22 pay structure)

Starting salaries will normally be at the minimum or at a rate that reflects qualifications and/or experience which are of special value for the post, and which are above minimum entry requirements.

Hours: 42 hours per week inclusive of a one-hour lunch break each day.

Location: The Gallery of Modern Art Two, Belford Road, Edinburgh.

Annual Leave: 25 days per annum (this moves to 30 days after 5 years continual service) plus 11.5 public and privilege holidays per annum, pro-rata depending on hours

Pension: Civil Service pension provisions enables the National Galleries of Scotland to offer a choice of occupational and stakeholder pensions, giving you the flexibility to choose the pension that suits you best.

Please note that the successful candidate will be subject to Basic Disclosure Scotland security clearance.

The closing date for completed applications is Sunday, 30 October 2022

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