Visitor Services Assistant

Organisation: The National Trust for Scotland

Salary: £22,672 pro-rata, per annum

Location: Balmacara

To provide operational and administrative support to the Balmacara Estate team in relation to visitor services, community engagement, marketing and external communications, and day-to-day administration tasks to help deliver the business plan for the property’s portfolio.
Overall, this will be in pursuit of the following outcomes for, and with, the natural and cultural heritage cared for by National Trust for Scotland:

• Visitors Services: Enable more people to experience more heritage more often, get more out of it & put more back into it.
• Our Voice: Coordinate external communications to promote the purpose and work of the Trust at the Balmacara portfolio of properties.
• Communities: Work with communities living on or close to our land, or with an interest in our land, so that they collaborate with us to help achieve our natural and cultural heritage outcomes.
• Day-to-day Operations and Administration: Support other property staff in delivery of the annual work plan and safe, efficient administration of the estate.

 Flexible working is welcomed although four hours per day (9am to 1pm) for five days per week would be preferred. Limited on-call point of contact cover on a flexible rota basis will be required.
 The post will provide support for the management of tenancies, contractors and visitor facilities and services, and may occasionally include supervision of volunteer individuals.
 The post-holder will have regular interaction with members of the public of all ages and abilities.
 The post-holder will have frequent interaction with suppliers, contractors, and tenants.

Combine responsibilities across the following areas of work with direct implementation yourself and by supporting on a daily basis, the work of others such as colleagues, volunteers and contractors:
• Visitor Services.
o Support for the day-to-day management of the Trust’s three holiday cottages (Craggan Cottage, Ferry Cottage & Beaton’s Croft House) and supporting the House-keeping staff in undertaking their duties.
o Support the management of the Steadings Gallery, including liaison with exhibitors, marketing, building business, etc.
o Support the management of the two unstaffed visitor centres (Balmacara Square and Plockton), checking leaflet stocks, keeping them clean and safe.
o Provision of information to visitors to encourage more visitors and help people get more out of their engagement with natural and cultural heritage and give more back to it, including “upselling” (e.g.: of membership) using face to face and by other means of interaction such as social media.
• External Communications & Marketing
o Coordination of day-to-day social media and external communications using the correct and appropriate branded materials/resources and following any Trust-specific Marketing and Communications related policies and guidance.
o Support property-based provision of visitor management/marketing material/activity, e.g. posters, flyers, signage, etc.
o Administration support for the delivery of a bespoke outdoor activities programme for the Trust across Wester Ross for introduction on a trial basis in 2023.
• Community engagement.
o Provide a first point of contact at the Balmacara Estate Office for local stakeholders, neighbouring landowners, local businesses, local / regional agencies and others to increase understanding of their and our aims and develop collaborative working to help deliver our priorities.
• Other responsibilities specific to the role.
o Provide day-to-day admin support for the property as required.
o Act as On-Call Point of Contact for the holiday cottages and the property generally on a Rota basis.
o Provide support for other property staff in relation to maintenance of the Safe System of Work and compliance records.


 No specific qualifications required.
 A full, clean driving licence for driving in the UK is essential.
 Criminal records (Disclosure Scotland) checking and clearance essential for safeguarding of children/vulnerable adults – this will be arranged by the Trust following appointment.
 Experience of one, or more, of the following areas of work and the intellectual capacity to apply knowledge from others across them all: visitor services, marketing, digital communication, design, heritage or cultural studies, rural land management, nature conservation, environmental studies, rural community development.
 Excellent interpersonal skills, with an ability to build strong, professional relationships with a wide range of stakeholders.
 A pro-active approach to developing ideas and projects designed to improve daily operations or enhance visitor experience.
 Interaction with a wide range of staff, volunteers, visitors, educational groups, and other stakeholders.
 Working within a small team and lone working.
 Competent user of Microsoft Office.
 Proven track record in delivering exceptional administrative support and visitor experience.

 A working knowledge of social media and digital design software.
 A genuine understanding of, and belief in, the work of the National Trust for Scotland, particularly regarding the management of its Highlands and Islands properties.
 A working knowledge of the crofting system.



The Visitor Services Assistant role is positioned within the Highlands and Islands region and provides an ‘on the ground’ support function for Balmacara estate. The post is based at Balmacara but includes supporting the operation of three holiday cottages, the Steadings Gallery, two visitor information centres, Strome Castle and Beaton’s Croft House in north Skye.

People Management
Not a line management role

Finance Management
This role is not a budget-holder, but it may have delegated oversight of specific income and cost lines and will be required to support the property finance administration on a day-to-day basis.

Key Performance Indicators and Targets
• Coordination of marketing and promotion of the work of the Trust and its activities and services through printed and online media, aiming for at least one social media post per week and daily response to feedback.
• Efficient coordination and support of the holiday letting function at the property with response to issues within 24 hours.
• Administration and marketing of the Steadings Gallery Exhibition Programme aiming for over 220 exhibition/event days per annum.

Organisational Structure
 The post is part-time permanent, 20 hours per week.
 The post-holder will report into the Property Manager – Balmacara Estate position.
 The post-holder will work closely with other property colleagues across sites and will interact with other specialist advisory colleagues.

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.

Application Deadline: Friday 03/03/2023