Management

CONTEXT – THE ROLE OF THE CHARITY

National Trust for Scotland is a charity that was founded in 1931 to promote access and protection of Scotland’s natural and human heritage in our care. Our vision is simple: Nature, Beauty and Heritage, for everyone.

Our work ranges from managing castles to coastlines, art to architecture, wildlife to wilderness, for everyone to experience today and for generations to come.

Under the Trust’s ten-year strategy, by our centenary in 2031 we will be able to demonstrate that the Trust is not only carbon neutral, but is making a significant contribution to how Scotland faces up to climate change.

We are also committed to providing ways for everyone to experience wellbeing in our beautiful and calming places, as well as bringing families and friends together in safe and meaningful ways.

We are the largest membership organisation in Scotland, one of the best supported charities when it comes to our 2,500+ volunteers, and we a charity that provides employment and skills development to over 1,500 people across Scotland.

As well as being driven by our purpose we are also guided by our Values: Brave, Caring, Inclusive, Vibrant and Curious. Standing up and being counted matters to us, as does supporting each other, including everyone, being engaging and always looking for ways to improve.

THE CUSTOMER & CAUSE DIRECTORATE

A key directorate at the Trust is Customer & Cause which comprises a team or circa 40 people, supported by a strong set of external agency partners.

We are here to inspire more people to visit, join and donate to the Trust. We do this by managing marketing, communications, digital, social media and fundraising activity for the charity.

We manage the membership experience and our proud to look after over a third-of-a-million members who help support our vital conservation work as well as experience the best of Scotland by being a member of the Trust.

The directorate works closely with our regional colleagues at our properties and outdoor places to support them in their activities. This work includes ensuring that the uniqueness of each place is well communicated as well as being presented in the context of the wider Trust brand and messaging.

The directorate is formally based at the Trust’s HQ in Edinburgh but the nature of most of our roles lend themselves to working flexibly in terms of location, and affords ongoing opportunities to experience properties and places on a regular basis.

JOB PURPOSE

You will be responsible for the operational delivery of the Food & Beverage experience at Crathes Castle, Drum Castle, Craigievar Castle and Leith Hall (Aberdeenshire South Cluster).

Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Driving the Food & Beverage department to achieve its 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.
• You will work closely with the sites Visitor Services teams and will be responsible for the visitor experience on a day-to-day basis when they are not present.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome on every occasion.
• You will ensure high standards of presentation across the properties; you may have delegated tasks within other departments and you will understand and help deliver your overall property 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
• 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;
• Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ 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) to ensure that the finances are sustainable within the context of the wider property budgets;

Department specific – visitor services
• Managing visitor-related Food & Beverage areas, along with supporting wide team on site.
• 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.

JOB PURPOSE

The role is responsible for the development and operational delivery of all aspects of the visitor experience at Mar Lodge Estate National Nature Reserve (NNR.) Leading the teams responsible for holiday cottages, events, functions, learning experiences, and countryside visitor services, the role ensures consistent high standards of visitor service are delivered across the estate. The role will also be responsible for project management of major new visitor experience initiatives in the wider estate. In turn, this will help ensure that the property is financially sustainable. As a key member of the management team at Mar Lodge Estate NNR the role will work with the team to develop and deliver a visitor experience strategy, promoting good communication across the property and integrated 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.
• Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ 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) to ensure that the finances are sustainable within the context of the wider property budgets.
• Project lead for major visitor service initiatives including capital projects at Linn of Dee (£4 million,) Mar Lodge and Stables, Derry Lodge, and learning experience provision (subject to Board approval).
• Create a culture of ‘exceptional service, every time’.
• Driving the visitor experience at Mar Lodge Estate NNR to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions; striving to be efficient and ensure cost effectiveness in all aspects of the role.
• Ensure high standards of presentation across the property.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.

Stirling Old Town Jail is an exciting rapidly growing top-rated visitor experience. Each year we now welcome in excess of 20,000 visitors and have grown from a seasonal attraction to a year round destination. This is an exciting opportunity to play a key role in our continued growth.

We are small but incredibly passionate team with a focus on tourism product development and customer experience.

Our story is one of growth, challenges and huge opportunities. As an independent visitor attraction our ethos is grounded in providing truly genuine and memorable experiences in a meaningful and memorable way. Since re-opening the Old Town Jail attraction in 2015 we have continued to invest in and expand the visitor offering including live top-rated performance tours, self-guided audio experience and escape rooms.

You will work directly alongside the business founder and will be responsible for managing the day-to-day visitor experience including a small team of passionate guides. You will also be responsible for implementing key initiatives for the company and will play a key role in the strategic process as we develop and increase the profile of this remarkable visitor experience whilst increasing year-round visitor footfall. This will range from business development to project management and hands on customer engagement.

This is an exciting opportunity for a varied and rewarding role. We are looking for someone with the right attitude and mindset to thrive in a fast paced and hands-on environment. You must have a passion for customer service combined with commercial experience and creative can-do approach.

This is a full-time role based in Stirling however we take pride in being a flexible and can consider a mix of at home and onsite working – depending on the needs of the business.

About you

You will demonstrate a passion for the role visitor attractions can play in the life of the city, for locals, visitors and as a tourist destination.

You will have an outstanding knowledge of the management of a fast-paced business.

You will be an exceptional communicator and team player, able to energise those around you.

You will have first rate organisational skills as well as strong experience of managing a wide range of customer service operations, including health and safety.

You will be committed to customer engagement and business development.

You must have a passion for entrepreneurship, sales, and customer focused experiences.

We recruit based on your potential as well as your experience. You will play a key role in the business which provides a secure and rewarding working environment. We believe a great workplace is one that represents the world we live in and how amazingly diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are – your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion and mindset for success and an intention to bring your best to a growing team.

Job Types: Full-time, Permanent

Salary: £25,000.00 per year – plus incentive scheme

Benefits:

Company pension
Bonus / incentive scheme
Employee discount
Flexible working hours

Send CV and covering letter to geoff@oldtownjail.co.uk

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

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.

Standing against a backdrop of rolling hills and set within its own glorious gardens, Crathes Castle is every inch the classic Scottish tower house – and a fantastic day out for all the family. Inside you’ll find a labyrinth of cultural history, from family portraits to fine antique furniture. The walled garden is a wonderful jungle of history, split into eight sections that encompass every green delight imaginable a sculpted topiary, soft herbaceous colours and modern exotic blooms. There are a range of waymarked and clearly signposted trails.

JOB PURPOSE

You will be responsible for the operational delivery of the overall visitor experience within Crathes Castle and the wider Estate.

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.

JOB PURPOSE
To provide operational coordination and supervision of visitor services, and events in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.
Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and 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;
• Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ 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) to ensure that the finances are sustainable within the context of the wider property budgets;
• Housekeeping, maintenance and safety and security of the Property and grounds
• Liaising with contractors on projects and works on site
• Ensuring sites are clear of debris, rubbish etc and that signage is befitting of a Trust property
• Public engagement on site whilst carrying out duties
• Hosting of talks and walks and exclusive groups including weddings
• Monitoring and maintenance of car park machines as the main source of income (if applicable at site)
• Creation of charcoal and other retail goods (if applicable to site)
• Feeding of birds (if applicable to site)
• Driving the visitor services experience to achieve its 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.
• You will ensure high standards of presentation across the property, you may have delegated tasks within other departments and you will understand and help deliver your overall property 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;

LEAD PAPER CONSERVATOR (BAND 4)
FULL-TIME, PERMANENT
£37,105 – £41,526 per annum

This is a specialist conservator role, providing leadership and strategic direction for paper conservation within NGS. The Paper Conservation Team is a small team currently comprised of three Conservators (including this role) and two Conservation Technicians, and it is occasionally supplemented by project roles.

This role is based within the Collections Care Directorate, reporting to the Head of Conservation. It sits alongside and complements the other conservation specialisms of paintings, frames, sculpture, preventive conservation, and heritage science.

The Paper Team has traditionally focussed on the artworks within the NGS collection, but while that remains the largest area of work, there is an increasing requirement for the team to be involved with the care of the library and archive.

We are looking for an experienced and forward-thinking individual to join the management team at the vibrant Pitmedden Garden and Museum of Farming Life.

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 providing them with the greatest visitor experience.

Brilliant design and meticulous maintenance give Pitmedden Garden its unique charm. With almost 6 miles of clipped box hedging, the parterres at the heart of the garden are a masterpiece of intricate patterns and sparkling colours, drawing visitors from near and far.

JOB PURPOSE

You will be responsible for the operational delivery of the overall visitor experience within Pitmedden Garden and the wider Estate.

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 Pitmedden Garden 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.

JOB PURPOSE

This role is responsible for the planning and delivery of all practical land management activities on Mar Lodge EstateNNR, including Estate & Building Maintenance, Forestry, Deer Management & Commercial Stalking, and the Estate Ranger Service. Leading a multi-discipline team of staff, the role is responsible for translating strategy through the management plan, into practical delivery across the entire property. As a key part of the management team, the role will actively contribute to the development of future strategy on the Estate.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Lead the teams managing all practical land management activity, with accountability for:

o Deer Management & Commercial Stalking/Shooting
o Buildings Maintenance & Compliance
o Estate Infrastructure including tracks, bridges, footpaths, fencing, car parks etc
o Forestry
o Ranger Services

• In conjunction with the Operations Manager, plan, develop and deliver capital projects of significant scale.

• Actively contribute to strategy and management planning for the UK’s largest National Nature Reserve.

• Financial planning/delegated budget management and accountability across the above areas of operation

• Manage a diverse range of stakeholder interests both internal and external, ensuring that the long term goals of the estate are communicated effectively, protecting the reputation of the Estate, and enhancing the reputation of NTS.

• Develop and deliver “Visitor Safety in the Countryside”; You will identify and manage risks in line with NTS policy and procedure and within the framework of Managing Visitor Safety in the Countryside. You will take responsibility for the actions of you and your team, ensuring a safe and secure working environment, compliant with relevant legislation.

• Monitor and report activity against the Mar Lodge Estate Management plan and report on work plan delivery against KPI’s.

• Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

• Instruct and manage contractors to ensure works are completed as specified, within budget and on time.

JOB PURPOSE

This is an exciting leadership role within the team that manages the popular visitor centres at Glencoe National Nature Reserve and Glenfinnan Monument. We welcome over half a million visitors from across the globe to these well-loved places and aim to give them all an enjoyable experience. Excellent food, drink and customer service are vital to this. And as Scotland’s largest conservation membership charity, every penny we make through our food and beverage offer supports our work protecting the nation’s natural and cultural heritage.

You will manage and develop the Highland Coo Café at Glencoe, with some of the finest mountain views around, plus the Viaduct View and the Monument View grab and go outlets within our facilities at Glenfinnan. You will also support a growing weddings and functions offer at each site. You will lead the catering team with menu design, food production, ordering, compliance and commercial performance, delivering a friendly, efficient service environment in line with the National Trust for Scotland’s policies, priorities, standards and targets. You will help make our places sustainable in every way.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Catering operation
• Lead menu development, preparation, cooking and presentation of a distinctive, high-quality, locally-sourced food and drink offering at three busy café outlets, plus complementary events and functions.
• Create a strong health & safety culture, ensuring compliance with food hygiene and environmental health standards, monitoring and record-keeping.
• Accountable for cost-effective stock sourcing, ordering, management and wastage control.
• Understand and adhere to the sale of alcohol legislation as a Premises Manager.

OI PEASANTS! WE’RE RECRUITING… Fancy leading an attraction and being responsible for outrageous behaviour in order to create an inhospitable and gruesome environment?

Working here feels pretty unique, but also cold, dark and foul-smelling! Therefore, we’re looking for someone who is highly motivated and dynamic to work in this distinctively thrilling attraction that will take you back to Edinburgh’s darkest history.

Does this sound like it could be you?

You’ll have a flair for networking, communicating, and building strong, lasting relationships across the business.
Have significant management experience at a senior level in a complex, multi-functional commercial business, preferably in the attraction/tourism field.
Possess excellent commercial and financial acumen as well as a real creative and unique flair.
Have excellent communication and motivational skills, a real passion for this business and the ability to manage relationships across a diverse range of stakeholders.
Experience in ensuring safety is paramount and managing operational budgets and reviewing and updating operational procedures.
To the wrong candidate, this could be the worst job imaginable. To the right candidate, one who displays traits of repulsiveness, who revels in being unruly, and who has a penchant for the dark side of life – this could be the best job in the world.

In this full-time permanent role, you’ll report to the Regional Director for the UK & Ireland. The key aim of this role is to deliver the financial targets for the attraction whilst maintaining the brand standards of presentation and operation daily. You will work with our mischievous marketing team to create and execute a marketing strategy which drives visitor volume to the Dungeon. Critical to this role will be your ability to lead and motivate the team to ensure excellent standards of guest service, presentation, and maintenance.

Key responsibilities for this role, apart from causing outrage, will include producing and working to a business plan across the year which is designed to ensure delivery of annual profit targets. You will be responsible for financial planning and forecasting of revenue streams; implementing strategies in commercial areas including retail, photography and events and working closely with the brand and attraction marketing teams (did we say mischievous?) to support and drive these functions.

What’s in it for you?

Alongside helping to bring Scotland’s darkest historic events back to life, you’ll also receive a competitive package, which includes:

A non-contractual discretionary company bonus
Company share option plan
33 days holiday including bank holidays
Private Medical Insurance (Single Cover)
40% off LEGO online and 25% discount in our retail shops and restaurants
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
02 discount
Sounds pretty great, right?