Visitor Services

Permanent, Part-time (26.25 hours)
Salary £22,845 per annum pro rata
Plus, generous benefits package

About the role

We are looking for an experienced traffic / security professional to join our team working in an amazing location in the heart of Edinburgh amongst magnificent, listed buildings.

Working mainly on the Mound Precinct, you will be responsible for safely managing vehicle access and egress outdoors while providing security and helping visitors to the Galleries. The position can be physically demanding as you will be standing for most of your shift and a love of working outdoors is a must.

You will be an important point of contact for all visitors therefore excellent customer service and strong communication skills are required. The role also involves maintaining accurate records and interacting with contractors and tradespeople in accordance with daily schedules. Strong health and safety awareness is required.

The difference you’ll make

Reporting to the Gallery Supervisor your responsibilities will include:

-Providing a high standard of security and visitor care, maintaining a professional
manner and being the public face of the National Galleries of Scotland whilst welcoming and assisting visitors.

– Exercising control over vehicles entering and leaving the Mound Precinct.

– Supervising of contractors and trades people.

– Staffing fixed duty or access points including searching incoming baggage or containers as necessary.

– Maintaining accurate records.

– Assisting the public in emergency situations and resolving customer concerns and complaints.

– Supervision of members of the public to ensure the safety of the collections and regulation of those failing to comply with the Gallery’s conditions of entry.

– Manual handling tasks as well as light cleaning and portering duties.

– Adherence to Health and Safety guidelines.

– Proactively keeping up to date with our exhibitions, events and displays and to engage with the public on these, whilst also remaining vigilant.

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Proven experience in traffic control management is essential.

– Previous experience of working within a Customer Services environment.

– Security experience and knowledge of Health & Safety guidelines.

– Strong communication skills and ability to relate to visitors in a friendly and professional manner.

– Ability to use initiative, work independently and have the resilience to positively respond to challenges.

– Enjoy working as part of a team and with the public.  

– Flexible approach to the job and be able and willing to work weekends, evenings and any required overtime.

It would also be great if you have:

– Knowledge and appreciation of art.

– Knowledge of Gaelic and/or other languages is desirable but not essential.  

– First Aid qualification or be willing to undertake training to obtain.

Please apply directly via our careers portal.

The closing date for completed applications is 12 noon on Monday, 13 November 2023.

Salary £22,845 per annum (£11.83 per hour)
Working from a choice of 2 days, 3 days, 4 days, or 5 days per week
Fixed Term (to either 26/02/24 or 31/03/24)
Plus generous benefits package

About the role

Every day we create connections with our visitors and our colleagues. From world class art to extraordinary buildings, we have plenty to inspire people. 

If you have proven experience working in a public facing role within a front-line, retail, sales, customer services or entertainment environment using excellent customer service and communication skills, we want to hear from you. You will have a confident, outgoing personality and enjoy connecting with people.

Working across the Galleries at each of the building’s entrances, and on the Switchboard, the Visitor Assistant is responsible for providing an excellent welcome and leaving experience for our visitors. You will provide outstanding service and information, answer queries, and will actively sign-up new Friends, encourage donations, sell tickets and other products.  

You must be available to start with us at the end of November / beginning of December. These fixed term contracts are to either 26 February 2024 or 31 March 2024.

The difference you’ll make

Our Vision

National Galleries of Scotland Security and Visitor Services Team provide an exceptional visitor experience and service. The team embodies our strategy ‘We make art work for everyone’, in protecting our art, people and our buildings and ensuring an inclusive welcome for all.

Our Mission

National Galleries of Scotland Security and Visitor Services team exists to enable our visitors to explore, experience and enjoy our artwork safely and securely at our various Galleries. The department has three key areas of responsibility:

Visitor Engagement: aiming to deliver an exceptional experience to all our visitors in a welcoming, inclusive, and informative environment.

Security: endeavouring to keep people, our buildings and works of art safe, responding effectively to risk.

Income generation: encouraging donations, selling tickets for paying exhibitions, and signing up visitors to our Friends scheme.

In all that you do, you’ll support your colleagues by welcoming visitors, helping them enjoy their experience and making the most of their visit. Reporting to Supervisors and Duty Managers you will:

– Provide welcoming and engaging conversations with our visitors at the entrances, on the phone and via email giving advice and answering queries.

– Actively promote our Friends scheme and convert visitors into Members.

– Drive satisfied visitors to make donations to our boxes situated at the entrance/exit to the Galleries.

– Sell tickets and other products.

– Seek out all NGS related content gaining knowledge to act as an ambassador about our galleries, our collection and exhibitions, events, our shops and cafes and other activities.

– Communicate with colleagues across departments to gather information to answer visitor enquiries.

– Share knowledge and expertise with team members to improve understanding across the department.

– Accurately collect all customer data in line with GPDR and NGS guidelines.

– Follow departmental cash handling procedures performing accurate reconciliations.

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Outstanding interpersonal skills enabling you to engage with people to provide information and deliver sales. 

– Previous experience of working within a front-line, retail, sales, customer services or entertainment environment. 

– Be a strong communicator in person, in writing and over the telephone.  

– Competent at using office systems such as Office 365.

– Have the resilience to positively respond to challenges and prioritise operational demands.

– Work well in a busy environment with strong organisational skills.

– Accurate with figures and experience of cash handling and other methods of payment.

– Enjoy working as part of a team and with the public.

– Flexible approach to the job and be able and willing to work weekends, evenings and any required overtime. 

 
It would also be great if you have:

– Knowledge of Gaelic and/or other languages is desirable but not essential. 

– Knowledge and appreciation of art 

Please apply directly via our careers portal.

The closing date for completed applications is 12 noon on Tuesday, 31 October 2023.

We have a fantastic opportunity for an Education and Outreach Officer to join Live Borders Museums, Galleries and Archives Team. This post will be based in Hawick with scope for limited home working. Ability to work with colleagues covering museums in Hawick/Jedburgh primarily, and deliver activities suitable for delivery at other sites across the Borders area will be important. Your role is to bring out the full learning potential of our museums, collections, archives/data and exhibitions. You will work to Live Borders strategic priorities to maximise participation, develop partnerships, contribute to cultural sector and education initiatives and work in collaboration with
colleagues including external/peer networks. Key activities will include input to planning 2024-25 education/family learning/activity programmes. You will collaborate on facilitating schools access to our museums/galleries/archives and collections based learning resources. Other key tasks require skills in identifying income generation/grant opportunities and ability to build links with community partners to provide health and wellbeing benefits. To achieve success in this role you will be educated to degree level or equivalent, with a proven track record of working within cultural/heritage learning settings. You will be a creative thinker and confident in facilitating activities with schools/community groups, preferably with experience of developing activities linked to formal education and learning outcomes. You will need exemplary time management, inter-personal and public speaking skills. Team working is also important, including ability to build effective relationships with colleagues, communities, schools and groups involving diverse ages, abilities and learning styles. Project management and IT skills will be advantageous for delivering, monitoring and reporting on digital engagement activities and presenting outcomes from learning projects to funders/stakeholders.

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Retail and Food & Beverage activities making the property the best possible place to visit and work.

Contract Type: Permanent
Grade: FC04
Salary: £21,681 – £23,952 pro-rata
Hours: 12 hours per week – Friday 10.30am – 5pm (6 hours); Saturday 9.30am – 4pm (6 hours)
Location: Dunfermline Carnegie Library & Galleries
Job Reference: ON000449

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild. We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting.

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses, so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role
We have an exciting opportunity for a Cultural Services Assistant to join our team within Dunfermline Carnegie Library and Galleries. The post is for 12 hours and is on a permanent contract basis. Your days of working will flex to meet the business needs, and this may include some weekend and evening working.

You’ll work as part of a team to provide a friendly, efficient, and effective first point of contact for OnFife customers and visitors within the Venue. This includes providing advice, information, logging requests for services and taking payments. You’ll help with the delivery of OnFife services and contribute to the ongoing development of OnFife.

You can view the full job spec on our current vacancies page on our website.

About You
We are looking for someone who puts the customer first, strives to provide an excellent experience to customers and visitors and who has a can-do attitude. We want you to have a flexible attitude and a willingness to learn.
Flexibility will be required and access to transport is necessary, as there may be travel throughout the region.

How to Apply

If you would like to find out more information about this role before applying, please contact Tina Beatson, Venue Supervisor for an informal chat. Contact details can be found on our current vacancies page on our website to arrange this.

When you’re ready to apply, please complete our application form and equal opportunities form and return them to the HR team at HR.FCT@onfife.com. The application pack can be downloaded from our current vacancies page on our website.

The closing date for applications is 9am on Thursday 26th October 2023.

Interviews will take place on Thursday 2nd November 2023 at Dunfermline Carnegie Library & Galleries.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

KEY PURPOSE

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

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.
• Occasional guiding duties: booked group visits or Museum/ Cottage highlight tours for general visitors.
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 issues of damage and wear and tear, promptly to your Line Manager
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• To ensure that retail merchandising is in accordance with NTS policy.
• 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 functions and events manager.
• To assist with hospitality events. This includes evening events and staff may be asked to work through into the night hours.
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 PURPOSE

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

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.
• Occasional guiding duties: booked group visits or Museum/ Cottage highlight tours for general visitors.
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 issues of damage and wear and tear, promptly to your Line Manager
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• To ensure that retail merchandising is in accordance with NTS policy.
• 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 functions and events manager.
• To assist with hospitality events. This includes evening events and staff may be asked to work through into the night hours.
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.