Operations

KEY PURPOSE

As part of the property team, assist with the conservation and development of the properties and gardens to ensure that Craigievar Castle and Estate are presented at the highest standards to its visitors and guests.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Undertaking practical maintenance of the garden (e.g. managing trees and shrubs, herbaceous plants, and bulbsturf care; pest/disease/weed control; composting and soil improvement; hard-landscaping; path care) to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors;
2. As requested, assisting with education/interpretation activities such as introductory talks and guided walks;
3. Fostering positive relationships promote the work of the Trust, and actively seek opportunities to increase Trust membership;
4. On occasion, working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
5. Demonstrating self motivation, organizing, planning, and prioritizing and good time management;
6. Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Head Gardener.
7. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.

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

SCOPE OF JOB

People Management
 Not a line manager but will, on occasion, supervise volunteers and staff under instructions from Head Gardener;
 Will work closely with other property colleagues, and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. Gardens department);
 Will have regular (daily) interaction with members of the public and guests of all ages and abilities;

Tools/equipment
 May be required to be a user of driven vehicles such as ride-on mowers;
 May be a frequent user of powered tools such as, mowers, strimmers, hedge-cutters;
 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.

JOB PURPOSE
To carry out maintenance and repair of upland footpaths and fences to assist delivery of the National Trust for Scotland’s management objectives on Ben Lawers NNR. Keeping the footpath network in good condition to minimise the impact of erosion on the landscape and important plant communities and areas of restored habitats protected from large herbivores.
The role is a physical one, requiring walking to worksites, some at high altitude, with appropriate tools, on a daily basis. Work may be alongside other staff and volunteers but there will be a requirement for lone working.
The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Upland path maintenance and repair
• Carry out maintenance and repair of upland footpaths as required.
• Lead volunteers as appropriate in safe maintenance and repair of upland paths.
• Assist with the maintenance and repair of other infrastructure associated with paths, such as gates, stiles and signage.
Fencing
• Assist with fence maintenance, repair and upgrade.
Visitor Engagement
• Actively and positively engage with visitors while carrying out practical tasks to raise and improve public awareness of key issues including footpath erosion and landscape protection, habitat restoration, responsible access and promoting the Trust.
Other duties
• Assist with other areas of property work if/when necessary.

DIMENSIONS AND SCOPE OF JOB

People Management
• Day to day responsibility for engagement with visitors.
• Liaison with other property and other Trust staff and volunteers, particularly the Footpath Team.

Purpose

Overall responsibility for driving the retail strategy across the Trust, leading the national retail team, and setting the future direction of our buying and merchandising proposition across both gift shops and online. With a diverse portfolio of locations and online presence, this role is pivotal in ensuring that our offer continues to develop in a modern, and flexible way, delivering ranges that are distinctive, which promote our charitable purpose and brand values in new and innovative ways. With the support of the retail team, the post holder will work collaboratively with property leadership teams to enhance the retail visitor experience delivering the right balance between national and local/property specific themes. The post holder will also develop, continually review, and maintain all retail policies and procedures providing clarity of expected standards/governance and accountability across buying, product development, stock management, customer service, merchandising and supplier management.

Key Responsibilities and Accountabilities

National Retail Strategy
• Develop, review, and manage a national NTS Retail Strategy, setting goals and milestones across the next 10 years which deliver increased revenue whilst also supporting the charitable purpose of the Trust and reflecting the brand values
• Ensure consistency across the estate and online, in product development, stock management & compliance, profitability, and financial management
• Responsibility for the development, supply, and distribution of retail ranges across the NTS portfolio and online, and for the effective management of cost prices, distribution costs, inventory levels and supplier management
• Develop a set of national retail KPI’s, agreed with Operational Management teams which can be used to monitor and drive commercial performance
• Develop and create new business opportunities to further increase revenues across the Trust

Financial /Operational Management
• Working with our finance teams, prepare and develop a suite of reports, to analyse all data weekly/monthly and present the findings and recommendations
• Exercise sound financial/commercial principles ensuring that expenditure and income are managed within agreed budgets, to maximise profitable retail operations and high quality of service and standards
• Formulate strategies to develop the Trust’s retail experience for visitors both in shops and online; this will include preparation of business case proposals for site-specific strategies and projects

Trading Performance/Customer Insight
• The post-holder and the national retail team will provide trading and business insights to enable the Trust’s retail operations to respond effectively to trading and market conditions
• Identify and develop opportunities to achieve business and revenue growth using statistical reports
• Develop a national pricing and promotional strategy which reflects market trends and maximises commercial opportunities

Stock and Inventory management
• With the support of the retail product and merchandise managers, ensure that the retail stock management policy is implemented consistently throughout the estate, providing relevant training and development for property teams where appropriate
• Develop buying and product development processes which ensure the right balance of ranges across the estate and online and manage the stock inventory effectively
• Develop, implement, and monitor effective stock management tools and controls across the estate
• Working with the Merchandise Manager, lead the FYE stock take process ensuring that the relevant policies and procedures are delivered across the estate and manage the audit process taking relevant action where appropriate

Background

Our online shop has seen unprecedented growth across the last 4 years, with sales increasing by +554% since 2017. The pandemic has accelerated this growth across the last 18 months, where sales have increased by over £150k. E-commerce is continuing to grow and evolve and presents us as an organization with the opportunity to further build on our success by making our products available to customers around the globe. Challenging us to think differently about our product range, platform design, customer journey, fulfilment and delivery process and our customer base. This role will be pivotal in leading and developing the strategy behind this change, ensuring we deliver on our goals and ambitions to grow our online shop income to over £2m within the next 5 years.

JOB PURPOSE

The purpose of the E-Commerce Manager role is to develop and deliver our online shop strategy, growing income whilst ensuring that profitability is maximised. Collaborating with our product managers, you will plan and develop our online shop product ranges. You will be responsible for managing our third-party partners on platform design/efficiency, fulfilment and delivery ensuring we are constantly improving the customer journey/experience and demonstrating value for money from these partnerships. Working in partnership with our marketing colleagues, you will lead and deliver a comprehensive and creative marketing plan ensuring we are constantly attracting new and international audiences whilst encouraging supporters to regularly shop with us. You will also develop new ways of generating income online to maximise our reach and potential. Keeping up to date with the latest E-commerce trends and markets will be a key focus, ensuring that we continually drive our performance and future potential. You will also have line manager responsibility for our E-Commerce Developer who will support you in producing content, managing the day to day running of our platform and delivering customer service excellence.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Strategy
• Develop and deliver our online shop strategy, setting goals and milestones across the next 10 years, capitalising on commercial opportunities whilst growing our customer base
• Full and thorough review of our current operating/third party model, identifying opportunities and establishing the most beneficial framework to deliver our future ambition
• Work in partnership with Head of Merchandise and Retail to support in the delivery of the overall retail strategy
• Ensure that the online strategy is aligned to both the overall Trust strategy and that of Commercial Enterprises.

Third Party Relationships
• Build and develop positive relationships with our third-party partners who support us with various services including platform management/design, specialist marketing services, product photography, stock management, customer order fulfilment/delivery
• Review, manage and negotiate these contracts and services regularly, delivering value for money, excellent performance against agreed SLA’s and improved profitability

Product Selection/Development
• Through collaboration with our product managers, ensure that a range of compelling products is sourced, priced, and uploaded to the online shop, driving sales to meet and exceed income targets and profit margins
• Use relevant e-commerce analysis (e.g., google analytics/data studio) to tailor our online ranges to the demand, trends, and demographics of our customers
• Identify potential new target markets and income stream opportunities and deliver plans to capitalise on these driving sales growth

Platform Design/Customer Journey
• Review platform performance regularly to deliver an enhanced customer journey which increases traffic and delivers on various e-commerce metrics (e.g., average basket, conversion rates)
• Work with the E-Commerce Developer to ensure that products are presented creatively, enhancing customer journey and optimising SEO through content and product descriptions
• In collaboration with our content team and third-party partners, manage the overall online shop design and promotional messaging, delivering an inspiring shopping experience whilst remaining consistent with overall Trust branding

Marketing/Promotion
• Produce and implement, in partnership with our commercial colleagues, an annual marketing and promotional plan which is commercially targeted and attracts new audiences
• Continue to develop and evolve our content ensuring that we are constantly finding new ways to communicate our charitable purpose and tell the stories of our products, suppliers and properties

Finance/Operational Management
• Ensure that all spend/costs associated with the online shop are managed within agreed targets and budgets
• Work with the E-Commerce Developer to produce a suite of weekly e-commerce reports, regularly reviewing performance and driving improvement
• Develop online specific promotional plans that deliver increased revenue, higher average spends and manage under-productive stock quickly and effectively

Background/Context

The NTS Holidays department sits within the Corporate and Commercial Services Directorate. We currently operate 50 holiday cottages/apartments and 5 bunkhouses within our portfolio. With 6 new properties due to be added this year and a further 11 being reviewed as potential holiday lets, there is significant scope to expand this portfolio further and grow our future income. In 2020, we launched a new partnership with a third party who manage the front end of our process including website management, customer reservations, marketing, and promotion. With a new 10-year Corporate Strategy set out, it is the perfect time to assess our current model and set a new strategic direction for our holiday department, focused on expanding commercial opportunities and maintaining our portfolio to a high standard to support our charitable purpose and deliver an enhanced and consistent customer experience.

Purpose

The purpose of the role is to develop and lead the delivery of our holidays’ strategy, growing income whilst ensuring that our charitable purpose is supported. Working with the Commercial Enterprise Director, the post holder will conduct an overall review of our current operating model, identifying opportunities, and establishing the future direction of our holidays function. Managing key stakeholder relationships will be vital, ensuring we are getting value for money from our third-party partnerships and supporting our property teams throughout the estate to deliver an enhanced customer experience. Working closely with our estates, health and safety, and property teams, an ongoing programme of maintenance should be established to maintain high standards of service and facilities, protecting our assets for years to come and for future generations to enjoy.

Key Responsibilities

Strategy
• Work with the Commercial Enterprise Director to develop a holidays strategy, setting goals and milestones across the next 10 years, capitalising on commercial opportunities whilst working towards industry standard for Accessibility and Green Tourism.
• Align the Holidays strategy to the overall Corporate and Commercial Services strategy and direction
• Full and thorough review of our current operating/third party model, identifying opportunities and establishing the most beneficial framework to deliver our future ambition

Key Stakeholder Management
• Lead and develop positive relationships with our third-party partners, regularly review and monitor performance against Service Level Agreements
• Work in partnership with the Regional Business Managers, Heads of Estates, Building Surveying and Health & Safety, to prioritise and deliver maintenance, national/local authority legislation, and H&S standards across the holiday portfolio
• Work with General Managers and operational teams supporting with relevant property guidance and communication.

Financial Management
• As a budget holder, exercise sound financial and commercial controls, managing expenditure and income within agreed budgets, to maximise profitable operations and high quality of service and standards
• Drive performance through income, cost, and profitability analysis
• Reconcile third-party data and analytics monthly ensuring financial governance
• Make all relevant reporting and data available to operational teams and work in partnership with General Managers/Operations Managers to identify opportunities and highlight areas for improvement

Asset Planning/Maintenance/Standards
• Develop and deliver a regular programme of site visits/inspections benchmarking our property standards
• Lead and plan the delivery of refurbishment works, prioritising workload based on customer feedback and grading reports
• Work in partnership with the building surveying and operational teams to deliver a regular maintenance programme, ensuring accommodation is maintained to a high standard
• Lead supplier negotiations/procurement identifying opportunities to scale up nationally and deliver value for money
• Develop a guidance framework for operational teams to facilitate the transfer of assets/change of use, outlining benefits to the Trust
• Develop additional properties with a national overview which prioritises customer demand, cost of development and best return on investment.

JOB PURPOSE
To combine responsibilities on nature conservation, visitor services, learning and community engagement to help deliver the strategic objectives of the property and wider National Trust for Scotland.
Protect the landscapes in our care and associated marine habitats as part of ecologically healthy habitat networks where natural processes predominate and help combat climate change. Enable more people to experience more heritage more often, get more out of it & put more back into it. Use evidence and practice from our natural heritage properties to support our voice in national debates advocating for natural heritage. 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 heritage outcomes. Protect the built and archaeological heritage in our care and use them to help us explain the “habitats” outcome and achieve the “visitor’s” outcome.
This role has a pivotal role in the delivery of our ambitious long-term project to restore the landscape at Kelton Mains Farm on the Threave Estate. The ‘Threave Landscape Restoration Project’ will return the land of Kelton Mains Farm (81 ha) to a fully restored woodland-wetland ecosystem, self-sustaining and self-adapting to Scotland’s changing climate over the next one hundred years.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Combine responsibilities across the following areas of work with direct implementation yourself and by overseeing the work of others such as contractors, volunteers, and colleagues:
Nature conservation
• Survey wildlife and habitats and feed this knowledge into management decisions, marketing of natural heritage, and further development of our voice.
• Maintain and manage habitats, wildlife with the aim of protecting species and increasing biodiversity.
• Contribute to the planning and lead the delivery of practical conservation to deliver the outputs agreed in the Annual Operating Plan
Visitor Services
• Provide information to visitors to encourage more visitors and help people get more out of their engagement with natural 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.
• Maintain countryside estate infrastructure at small, day to day scale (e.g. paths, gates, signs, vegetation management) to achieve ecological, visitor services and safety outcomes.
• Occasional Visitor Services duties as cover, when required.
• Assist with events such as public gatherings, NTS events and weddings.
Community engagement
• Communicate with 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.
Learning
• Provide educational and other outreach activities on site or to the community local to the natural heritage and to communities of interest, including for volunteers.
• Delivery of formal and informal learning activities including events, workshops, walks and talks.
Other responsibilities
• Management of practical conservation and wildlife recording.
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies and procedures including the safe system of work (SSOW), and environmental policy and practices.
• Manage contractors and supervise volunteers

JOB PURPOSE

The Garden Trainee role at Threave Garden will provide the post-holders with development in a broad range of work-based practical gardening skills over the course of a year spent as part of the team there. The training will be based primarily around the content of the RHS Level 2 Certificate in Practical Horticulture but additional enhancements will also be available. Our aim is to take people who have undertaken a horticultural apprenticeship, an academic horticultural qualification or who have proven practical gardening experience and to develop them further into the rounded skilled, craft professional gardeners that the heritage garden sector, including the National Trust for Scotland, requires.

WHAT WE OFFER

The year at Threave comprises paid day-to-day work in the garden alongside practical training and assessments of the skills learnt. The RHS Level 2 training is supplemented by a number of assessed assignments designed to enhance trainee learning. This includes fortnightly plant identification tests, keeping a diary, completing plant profiles and participation in a study tour (visiting a number of gardens and nurseries to gain a greater appreciation of the variety a career in horticulture can provide) from which a report is requested.

The Garden Trainees are overseen by our teaching staff of Gardener Instructors, seasoned experts in their fields who have worked in a wide range of gardens themselves. Each Instructor is responsible for a different area of the garden: the grounds, the walled garden and the glasshouses. The Garden Trainee will work in each of these areas, moving between them on a rota basis, to ensure in-depth training across the seasons. Trainees will work alongside the Gardener Instructors, other garden staff and volunteers, receiving hands-on practical tuition. Study and assignments will be completed largely in their own time.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

While in the garden the Garden Trainee will be formally line managed by the Head Gardener but will be expected to take direction from any member of staff they are allocated to work alongside or for. The employment is for a fixed-period of 1 year, subject to continued progression on the course and acceptable performance on it and also at work in the garden.
Trainees will be expected to take responsibility for their learning which will include out of hours study and/or project work.

ABOUT THE GARDEN

The School of Heritage Gardening, based at Threave Garden was formed in 1960, shortly after the National Trust for Scotland took ownership of the property. For over 60 years we have been teaching horticultural skills and techniques to aspiring professional gardeners. Former trainees have gone on to have successful careers in the industry, many choosing to stay with the Trust.

Threave Garden is perfectly suited for a range of training requirements, having been created over the years by students, for students, to accommodate a variety of horticultural situations. The garden has a large and diverse plant collection set within an extensive landscape and includes features such as a rock garden, fruit and vegetables, ponds, naturalised bulbs, woodland, orchard, nursery, lawns, herbaceous beds and borders and glasshouses. This purposefully broad array of garden landscapes, plants and features ensures that trainees are able to receive an extensive and well-rounded education, covering many aspects found in a career in horticulture.

Threave is an approved centre to deliver Royal Horticultural Society qualifications, one of only a handful across Scotland.

KEY PURPOSE

As part of the property team, assist with the conservation and development of the properties and gardens to ensure that Leith Hall and Estate are presented at the highest standards to its visitors and guests.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
Undertaking practical maintenance of the garden (e.g. managing trees and shrubs, herbaceous plants, and bulbsturf care; pest/disease/weed control; composting and soil improvement; hard-landscaping; path care) to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors;
Fostering positive relationships promote the work of the Trust, and actively seek opportunities to increase Trust membership;
On occasion, working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
Demonstrating self motivation, organizing, planning, and prioritizing and good time management;
Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Head Gardener.
Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.

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

SCOPE OF JOB

People Management
Not a line manager but will, on occasion, supervise volunteers under instructions from Head Gardener.
Will work closely with other property colleagues, and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. Gardens department).
Will have regular (daily) interaction with members of the public and guests of all ages and abilities.

Tools/equipment
May be required to be a user of driven vehicles such as ride-on mower.
May be a frequent user of powered tools such as, mowers, strimmers, hedge-cutters.
Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the prospective post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
Knowledge of basic tool and machinery use and maintenance.
Experience in gardening and estate management and a willingness to learn about the care and husbandry of our historic gardens and designed landscapes.
Some practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes
Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust
Good organisational and time-management skills – including the ability to prioritise work where necessary and also the ability to work using own initiative, In the absence of direct line management.
Eye for detail and finish, quality standard and best practice.
Current driving licence valid for driving in the UK

Desirable
Some basic IT skills sufficient for use of the internet/intranet, assisting volunteers, on-line learning etc.
Experience of working with the public in some capacity
Experience of working in a mixed-team that includes short-term/seasonal staff and/or volunteers

JOB PURPOSE

To undertake proactive and reactive maintenance matters throughout a number of sites in the North East of Scotland. Ensuring the continued conservation and development of the buildings and infrastructure to a high standard; allowing the smooth running of the visitor attractions, adjoining properties and surrounding environment.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. Undertaking day-to-day maintenance at Crathes Castle, Drum Castle, Craigievar Castle and Leith Hall sites to the high standard expected by the Trust, including but not limited to:
• Painting (external and internal)
• Skilled joinery work (external and internal)
• Basic plumbing repairs
• Fence, wall and building repairs
• Refurbishment work to residential properties
• General DIY
• General site work

2. Ensure all activities undertaken are compliant with the property’s Safe System of Work and Emergency Procedures.

3. Demonstrating self-motivation, organising, planning and prioritising, along with good time management.

4. Key holder for multiple sites.

5. Undertaking such other reasonable duties as may be required from time to time to ensure the smooth running of the sites, as required by the Operations Manager.

This role is not one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential

 Full driving license valid for driving in the UK.

Desirable

 Current first aid certificate.
 Domestic Legionella Risk Assessment Training.
 Portable Appliance Testing Certificate.

Experience

Essential

 Solid demonstrable experience in executing a wide range of maintenance trades to a high standard.
 An eye for detail and finish.
 Competence in lone working.
 Practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes.
 Experience in producing estimates for set pieces of work.
 Experience of working within a budget and timescales.
 Ability to be proactive and use initiative.
 Competence at working from heights on ladders or scaffolding as necessary.

Desirable

 Experience of working in a multi-site role.
 Experience working on listed buildings.
 Understanding of traditional building skills.

JOB PURPOSE

Our ranger plays a crucial role in ensuring that our conservation ambitions go hand in hand with welcoming our local community and visitors from across the globe to this well-loved place.

You will share your enthusiasm for the outdoors and passion for the countryside with the walkers, campers and sightseers who come to explore Corrieshalloch Gorge and Inverewe Garden during the busy summer season.

You will work out in the Corrieshalloch and Inverewe landscape patrolling our busy car park, walking trails and pinch points such as Fowlers bridge which has a capacity of 6 people. You will act as an ambassador for the National Trust for Scotland, building awareness and support for our charity. You’ll leave those you meet with a desire to respect, protect and enjoy this special natural environment and an understanding of how they can help do this.

You will work on your own and with other staff and volunteers, on a variety of practical conservation tasks to help us achieve the high presentation and habitat management standards expected of a National Nature Reserve, Site of Special Scientific Interest, Special Area of Conservation, National Scenic area and Geological Conservation Area.

You will contribute to the long-term sustainability of Corrieshalloch’s and Inverewe’s ranger service through income generated at our car park, memberships and donations inspired by our work, growing our capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Nature Conservation
 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of Corrieshalloch/Inverewe
 Carry out regular site monitoring checks and record keeping, helping us to evaluate performance and plan our conservation activities, including habitat and species surveys, archaeology and foot path condition checks, weather gauge observations and people counter figures.
 Get involved with practical conservation tasks, including woodland management, footpath maintenance and fence repairs, litter clearance and property patrols.
 Seek to minimize our environmental impact through sustainable working practices and sensitive use of power, equipment, transport and other resources.
Visitor Engagement
 Participate in a program of estate patrols at busy times and locations, including weekends and evenings, to engage with tourists, outdoor activity enthusiasts and campers, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.
 Welcome visitors in a friendly, efficient, and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.
 Ensure our guests pay for parking, encourage donations and promote the benefits of NTS membership
 Creating a Health & Safety culture across the estate, ensuring that colleagues, volunteers, and external contractors work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.
 As business dictates you may be asked to cover other visitor service roles on site.

Working together
 Recruit, induct and supervise volunteer roles to help grow our team’s capacity and assist with the leadership of group volunteering activities as required.
 Build positive relationships with our neighbours and local community, including other land managers, schools, community groups and recreational users.
 Support a strong health & safety culture, complying with the property’s ‘Safe System of Work’, risk management and emergency procedures, to safeguard yourself, colleagues and the public.
 Collaborate successfully with all other colleagues on site to ensure the successful running of all the other customer touch points of Corrieshalloch, car parks, visitor Centre, path network, viewpoint, bridge and Inverewe
 As business dictates you may be asked to open and close our visitor center and all facilities
Funding our future
 Actively promote the value of Trust membership to existing and potential members.
 Seek and support ways to generate sustainable sources of income, including encouraging donations, booking events, payment of parking charges, visits to other properties and awareness of our fundraising campaigns.
 Not a budget holder but expected to liaise with the Line Manager prior to incurring any expenses and be mindful of cost-effective use of Trust funds and resources.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential

 Hold a qualification in a relevant discipline and / or at least a year’s ranger experience.
 Experience of engaging the public in nature tourism or working in a busy countryside setting.
 Strong knowledge of natural history and conservation, especially upland flora & fauna of Scotland.
 Competent hillwalker.
 Confident communication and influencing skills with colleagues, volunteers and the public.
 Experience of working in a team and working with volunteers.
 Self-motivated with the ability to work alone or work with minimal supervision.
 Flexible and adaptive to change and working in a variety of situations.
 IT literate and competent user of Microsoft Office products.
 Clean driving license.
Desirable

 Summer Mountain Leader certificate.
 First aid certificate.
 Brush cutter training.
 License to drive trailers.
 Experience in practical conservation work.
 Experience of developing and delivering events or learning activities.
 Experience in leading groups of volunteers.

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.

JOB PURPOSE

With increasing risks associated with data protection and cyber security and the need to ensure we regularly monitor, advise on, and remain resilient in our data protection activities; this role exists to support the Data Protection Officer in advising the Trust and monitoring compliance with UK and EU privacy legislation including the UK GDPR, EU GDPR, Data Protection Act 2018 and the Privacy and Electronic Communications Regulations. The Assistant DPO will also act as the nominated deputy for the Trust’s Data Protection Officer (DPO), in their absence.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Support colleagues across the organisation with advice and practical guidance on the implementation of privacy management policies and procedures.
• Assist in the recording, monitoring, and reporting of risks associated with data processing activities and identify actions that can be taken to mitigate risk.
• Assist in the preparation of reports to the Trust’s Board and Executive Committee through the collation of key management information, including case management statistics and updates on the delivery of training.
• Support the delivery of mandatory training in data protection, cyber security, and PCI DSS – including the delivery of refresher training to volunteers and employees.
• Process data subject rights requests, including Subject Access Requests, Erasure Requests and Objections to Processing, in line with the legislative timescales.
• Support the development of an annual auditing framework for data processors to ensure they continue to meet our expectations in the handling of Trust data.
• Coordinate and record quarterly meetings with the data champions’ network.
• Oversee the production of a quarterly newsletter with support of the data champions.
• Lead on the review of the data inventory and ensure it remains up to date.
• Promote and advise on the application of data protection by design and default when developing new systems and processes across the organisation.
• Support the DPIA process, including supplier due diligence and review of third-party contracts, including those involving international data transfers.
• Work alongside internal stakeholders to contain, recover and respond to data breaches and cyber security incidents – acting as the key contact for external stakeholders, including the Information Commissioner’s Office, OSCR and Police Scotland, in the absence of the DPO.
• Support the delivery of data protection and cyber security projects as required.
• Deputise for the Trust’s DPO in their absence.
• Report on risk, incidents and vulnerabilities to the Chief Operating Officer and Trust Solicitor, in the absence of the DPO.

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.