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Part Time

The role 

Co-ordinate the daily visitor operations at Highland Wildlife Park, ensuring the delivery of an accessible, exciting, and secure visitor attraction, five-star customer service standards and income levels in line with agreed targets.

Act as duty manager on a rostered basis, liaising closely with the living collections duty manager and other colleagues. Manage incidents and their impact on visitors as and when they arise.

2 Roles available (includes weekend working):

1 x 12 hrs per week – Starting salary between  £8,796 – £9,016 (offer based on experience)
1 x 18 hrs per week – Starting salary between  £13,194 – £13,524 (offer based on experience)
(1 x 30 hrs per week role can also be considered) – Starting salary between £21,990 – £22,540 (offer based on experience)

Some of the things you’ll do: 

Line manages visitor experience assistants and assist with gate (sentry), administration, on-site transport, car park and customer service, e.g. telephone and email handling
Contribute to and support the delivery of commercial events at HWP including photography tours and seasonal events (including duty manager duties during events)
Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable, and positive level of service on a daily basis
Support and deliver customer service training, working alongside HR and other colleagues. Gather face to face visitor feedback.
Support the induction process for visitor experience staff including departmental and technical (systems) training
Support the complaint handling process, which includes responding to issues as appropriate

What we’re looking for: 

Educated to HND or equivalent qualifications or experience.
Health and Safety qualifications or willingness to obtain.
Understanding of diversity and inclusion issues/regulations. 
Good understanding and ability to engage with visitors
Engaging customers empathetically to link or upsell our products.
Providing first-class customer care and service, including dealing with customer queries.

What you’ll get in return:

34 days annual leave (pro rata)
Discount in both retail/catering
Access to a healthcare plan
Employer contributory pension scheme
You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoo’s across the UK.

Shortlisting of applications and interviews for this position will take place while the advert is live; the advert will close once a successful candidate has been found. Interested candidates are therefore encouraged to submit applications as quickly as possible.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The housekeeper is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping the House and courtyard toilets presentable for staff and visitors.

There is a degree of flexibility within the hours however we are looking for them to be split over 3 days for example 4hrs Monday, Wednesday & Friday.

Specific duties include:

· To ensure that a high level of cleanliness is maintained throughout the House and courtyard.

· To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.

· Cleaning of all offices, toilets, staff kitchen and storage areas within the house.

· Wearing correct uniform, name badges, or PPE as required

· General cleaning of surfaces (e.g. windowsills, skirting boards, and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of staff & public areas.

· To highlight general maintenance issues and forward to facilities manager/VSM where appropriate.

· Also required to contribute to major deep cleaning tasks during certain periods of the years.

· Empty and clean bins and remove waste to designated area, including the separation of waste, i.e. recycling, and any other duties required to maintain high standards required.

· Report to Line Manager any defects seen which are likely to affect public experience and security.

· The VSA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.

· Will be a frequent user of cleaning materials.

· Will be trained by the conservation team to assist with collections cleaning of various items within the house.

 KEY RESPONSIBILITIES

The VSA-Housekeeping is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property.  These duties involve keeping all visitor services areas as always outlined in the Key Purposes of the role clean and functional and following best practice. Cleaning and maintenance of the site is key to ensuring all visitors have a satisfactory visit.

 Specific duties include:

To ensure that a high level of cleanliness is maintained throughout all areas you are responsible for

Each VSA will be responsible for an area and will be expected to clean to the frequency and standards set out.

To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.

To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.

General cleaning of surfaces (e.g., windowsills, skirtings/facings, and doors) as well as the cleaning of all sanitaryware.

Replenishing toilet rolls, hand towels, soap etc. daily to always ensure plentiful supply.

All VSAs are also required to contribute to major deep cleaning tasks during certain periods of the years.

Empty and clean bins and remove waste to designated area, including the separation of waste, i.e., recycling, and any other duties which are in line with the Castle’s Green Tourism Award standards.

Complete change overs in the Shore Lodge Bunkhouse.

Report to Line Manager any defects seen which are likely to affect public experience and security.

The VSA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.

Ensure Safe Systems of Work is implemented effectively within function and with external contractors.  

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times when:
• Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner; supporting visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering at and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• Promoting the National Trust for Scotland and the benefits of membership of it.
• To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary
• Wearing correct uniform, name badges, or PPE as required.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Welcome team to deliver high quality visitor experience at Culloden Battlefield (including but not limited to):

To provide excellent customer service.

Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.

Working with the Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) to deliver membership targets and KPI’s

Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurately and there is continuity across all sales platforms

To ensure perpetually high levels of accuracy are maintained for all transactions and data recording

Working with the Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) to deliver audio guide systems and other services efficiently to visitors

To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.

Be able to take responsibility for your own development and learning.

Answer historical questions and booking enquiries and process bookings appropriately

Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.

To work across departments when necessary, supporting the wider Culloden Cluster team

To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way

To provide consistently excellent customer service when dealing with high volumes of customers

Adhering to the property’s quality standards including wearing of uniform.

Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Retail team to deliver the best visitor experience at Culloden cluster sites (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed.
• Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurate and there is continuity across all sales platforms
• Working with the Visitor Services Retail team to ensure best stock management
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of shop stock and donations.
• Working with the Visitor Services Manager (Retail) and wider property staff to ensure high standards of display & merchandising at all times.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments when necessary, supporting the wider Culloden Cluster team
• To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way
• To provide consistently excellent customer service when dealing with high volumes of customers
• Adhering to the property’s quality standards including wearing of uniform.
• To adhere to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

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

Salary £25,081 per annum pro rata (£12.99 per hour)
Plus generous benefits package
Part time, Fixed Term vacancies are available:
– May 2024 to end September 2024
– July 2024 to end October 2024
– July 2024 to end February 2025

About the role

We are now recruiting for a small number of Retail Assistant positions to be part of our friendly and dedicated team. As a Retail Assistant you must be passionate about providing the best possible experience every time you engage with our visitors. You’ll be outgoing and enjoy making our visitors feel welcome.

If you have proven Retail or customer service experience, we want to hear from you. You must be passionate about providing the best possible experience every time you engage with our visitors. You’ll be outgoing and enjoy making our visitors feel welcome.

You’ll be able to choose from a number of days per week to suit your lifestyle. Opportunities to work 2 days, 3 days, or 4 days per week may be available either working full days or providing lunch time relief.

Full day hours will usually be 09.30 a.m. to 5.30 p.m. per day excluding a one-hour unpaid lunch break each day. Lunch time relief hours will usually be 12 noon to 4.00 p.m.

The difference you’ll make

In all that you do, you’ll support the Retail Team by providing excellent direct customer services. Reporting to the Shop Manager your responsibilities will include:

– Working flexibly undertaking a range of tasks including providing customer information, counter sales, cash taking and till operations, ensuring high standards of customer service in keeping with our standards, aims, and objectives.

– Developing and maintaining a thorough knowledge of all products to be able to identify features and benefits and introduce appropriate linked sales.

– Contributing to the achievement of sales targets by proactively promoting our shop products and/or tickets.

– Ensuring the security of our cash, stock, equipment, and property within the shop/ticketing area.

– Maintaining the standards of merchandising, display and housekeeping required.

– Carrying out ticketing and/or shop administration procedures and activities including maintaining records of stock transfers and adjustments, banking procedures, purchase order procedures, stock records and cashing up tills.

– Receiving, checking, and pricing deliveries, ensuring that stock is well maintained and securely stored.

– Assisting the Shop Manager and/or Supervisor to improve customer service, selling and retailing standards and shop performance generally through providing customer feedback and contributing ideas to improve the performance and smooth running of the shop.

– Checking tickets upon entry to the exhibition to ensure the ticket is valid and assisting visitors as necessary.

For more information and to apply, please visit our careers page.

The closing date for completed applications is 12 noon on Monday, 06 May 2024.

Dundee Industrial Heritage Ltd

Role: Access Consultant to undertake an Access Audit of Discovery Point and RRS
Discovery and the planned capital redevelopment project ‘Discovery Point
Transformed’.

Estimated Fee: £10,000 inclusive of expenses, exclusive of VAT if applicable
Duration: 4 months

Timetable: Submission deadline 5pm on Tuesday 21st May 2024
Work commissioned early June 2024
Work complete September 2024

Location: Home or company based
Must be able to travel to Dundee to visit the site and for meetings and
consultations

Who are we?

We are Scotland’s design museum. Designed for everyone, firing imaginations and sparking curiosity in design across Scotland and around the world. At V&A Dundee we are on a mission to inspire and empower through design.

Design shapes our world, it’s part of everyday life and it’s everywhere. We are a museum with energy and have a vision of the future where everyone is inspired through design and recognises its far-reaching impact in our lives.

We are a welcoming place for people of Dundee to explore design and to use as an everyday part of their city, as well as inviting visitors from around the world. We are part of the V&A family of museums that celebrate creativity in all its forms from across centuries, for everyone.

At V&A Dundee, we champion and value our role in engaging audiences with design through a varied programme of accessible, participatory and co designed projects and events that stretch thinking and encourage a curious mind. Key to this is how we co-design with and for our Young Peoples Collective membership, participants, and partners to make the museum enjoyable for everyone.

Role Profile:
The Young Peoples Producer plays a key role in ensuring that the museum is a welcoming, accessible, and inclusive space for a young people’s audience, locally. As well as our young people’s programme as an introduction to all that V&A Dundee has to offer, aimed at those who may otherwise not consider visiting.

With a strong emphasis on co-design, and inclusion this role will work towards engaging young people from a range of backgrounds. Key to our approach is our Young Peoples Programme – co-designed by our Young People’s Collective (YPC), a group of 14 to 24-year-olds from across Dundee. The programme offers diverse, forward-thinking, and relevant opportunities to young people, as well as a programme out with school and college hours specifically to help young people develop new design-related skills and increase confidence and resilience, raise aspirations, and be involved with the Museum.

This programme helps support equal access for all audiences and is a key driver in relation to social impact and contributes significantly to the museum’s civic responsibility.

As a member of the Programme team, the Young Peoples Producer contributes ideas to the wider Museum’s programme and ensures the voice of young people is heard and acted upon, liaising with other internal departments and key, strategic partners.

Duties and Responsibilities:
-Devise, coordinate and facilitate weekly YPC meetings and onboarding of new members

-Develop a bespoke, co designed programme of opportunities led by the needs and interests of YPC to ensure their voices are represented and implemented across the museums’ wider programme

-Maintain and strengthen relationships with key national partners and stakeholders e.g. Young Scot, Children in Scotland, LGBT Youth Scotland to ensure that V&A Dundee is relevant and valued to young people

-Seek out opportunities and encourage membership for young people including those identified as NEET with a range of external partners

-With support from the Learning Manager, work closely with the Philanthropy and Partnerships team on a range of funding proposals and reports as and when necessary

-Working closely with Audiences and Media team to prepare social media posts and author, commission and edit information relating to the programme (What’s On) – e.g. blogs, articles, press releases etc.

-Coordinate and support YPC to gain accreditation for their programme and contribution to the museum

-Undertake administration relating to the post, including compiling reports and proposals, statistics and KPIs, administering budgets, purchase orders, invoices, and event schedules, risk assessments and contracts

-Monitor and evaluate the young people’s programme to ensure that it continues to meet user needs efficiently and effectively

-In collaboration with YPC, engage and commission designers, artists, creative practitioners to contribute to the development and delivery of the programme including museum wide events e.g. Tay Late, Design Days etc

-Actively promote equality and diversity in all aspects of work by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and with dignity and respect, and actively contributing to developments that support the museum’s strategy for widening access, inclusion, and diversity

-Represent and promote the work of V&A Dundee outside the organisation and undertake any other duties as reasonably required.

Person specification
Essential

-Proven experience of developing, coordinating, co-designing, and delivering programmes and projects for and with young people, in a museum, gallery, arts organisation, visitor attraction or similar cultural setting

-Efficient time and work management, ability to work on multiple projects and meticulous attention to detail

-Excellent communication and interpersonal skills and the ability to thrive in a busy environment

-Confident public speaker able to represent the Museum and its programmes

-Ability to work independently and creatively as part of a team

-Experience of writing and managing resources for and with young people both for print and digital platforms

-Ability to contribute to and promote an inclusive, respectful culture within a team

-Up-to-date knowledge and understanding of government policies and legislation relating to young people – including Child Protection, Health & Safety and The Equality Act and knowledge of national Young People initiatives, e.g. The Promise

-Experience of financial administration relating to budgets

-Represent and promote the work of V&A Dundee outside the organisation and undertake any other duties as reasonably required

-Proven IT skills and up to date knowledge of digital platforms and social media

This role will require the post holder to work some evenings, weekends and holiday periods as the learning programmes demand and when required. To deliver services effectively, a degree of flexibility is needed, and the post holder may be required to perform work not specifically referred to above.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

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

Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

KEY RESPONSIBILITIES
• Cash handling/reconciliation
• To support the Visitor Services Supervisor in creative merchandising of shop displays and ensuring shop displays are consistently delivered to the highest standard.
• Delivering a high level of customer service
• Delivering and completing stock counts accurately
• A passion for product knowledge and upselling
• Supporting all aspects of stock management: ordering, receipting deliveries, and dealing with delivery discrepancies.
• Occasional ticket / membership sales and admissions
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Food & Beverages Operation
• Assist with the development of the Menu Cycle/Specification
• Contribute to food production as per the Menu Cycle/Specification and event Food.
Production (corporate, hospitality, meetings etc.)
• Keeping up to date HACCP, COSHH checklists and temperature sheets as well as
allergen measures/controls
• Ensure high Standards of Kitchen hygiene, cleanliness, tidiness, and related schedules.
• Use fresh produce and ingredients whenever and wherever is possible and minimise wastage.
• Maintain a high standard of food presentation to the customer.
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”,
being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s
obligations to minimise impact on the environment, through e.g., efficient.
use of water/heat/light, recycling and the disposal of waste, considered use of transport.
• Help to reduce occurrences where Health or Safety of yourself and other employees may
be put in jeopardy.
• Adherence to the COSHH Training provided and control of substances covered by COSHH.
• Involvement in the upkeep and maintenance of both the entire department site
and, specifically, the Catering Outlets
• Involvement in assessing and preserving the safety of utensils and equipment used within
the Catering Outlets.

Visitor experience
• Offer excellent customer service and ensure all members of the Food & Beverages team do the same.
• Delivering high standards and a consistently warm welcome within the Food & Beverages department
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing and security of buildings, addressing issues and emergency procedure and providing relief cover, as required.
Hospitality Operation
• Lead with the development of a catering offering to support a wide variety of events held at Pitmedden Garden.
People management
• Supervise the activities of a team of the 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 Food & Beverages rotas and holiday allocation to meet business needs.
• Work closely with specialist advisory colleagues, i.e. Our Trust-wide Food & Beverages & Hospitality Development team
• Instill a Health & safety and Environmental health culture throughout the Food & Beverages operation.

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

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

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