Visitor Services

A varied role undertaking planned and reactive maintenance tasks at NTS Glenfinnan Visitor Centre, Glenfinnan Monument and our surrounding grounds. Working with our Maintenance Manager, you will ensure our buildings, services and estate infrastructure meet high standards of presentation, repair and safety. You’ll play an important part in the smooth running of the visitor operation, which funds our charity’s work here, as well as helping deliver our environmental and conservation objectives.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Dependent on existing skills and/or training provided, including but not limited to…

• Day-to-day building maintenance:

o Painting (external and internal)
o Lighting (bulb replacement and basic repairs)
o Plumbing
o Joinery
o Historic building care
o Cleaning tasks as required

• Compliance inspections and record keeping:

o Portable appliance testing
o Solar panel and heating system upkeep and meter readings, etc.
o Septic tank monitoring
o Fire system checks, emergency lighting and extinguisher etc.

• Landscape presentation and grounds maintenance:

o Mowing or strimming grass areas and repairing verges
o Care for planting borders and hedges
o Upkeep of signage, benches, fencing and car park infrastructure
o Path condition checks and repairs
o Tools and equipment maintenance
o Wildlife surveys and conservation activities
o Litter picking and maintenance of waste collection facilities

• Colleague and contractor liaison

o Assist with organising and coordinating on site external contractors who carry out planned or reactive maintenance or visits from internal advisors
o Work in harmony with other departments, including Visitor Services, Ranger team and Administration

• Financial responsibilities

o Not a budget holder, however will be expected to take responsibility for effective management of charity resources in allocated areas
o Advise Maintenance Manager when supplies need to be ordered

• Health and Safety

o Take responsibility for the health and welfare of self, colleagues and visitors by adhering to NTS health & safety policies, and, ensuring all activities undertaken are compliant with the property’s Safe System of Work and Emergency Procedures.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
• Experience across a wide range of maintenance/DIY tasks, including ground maintenance, painting, joinery and plumbing
• Strong interpersonal and communication skills, confidence dealing with a wide range of colleagues, contractors or visitors
• Time management, organisation and multi-tasking skills, working independently and efficiently
• Comfortable working outdoors in all weather conditions
• Driving license valid for driving in the UK
• Computer literacy with confidence using email, internet, spreadsheets and word-processing
• Basic numeracy, ie. experience of working with precise measurements and recording and logging data

Desirable
• Awareness of strong health and safety, fire, and security practices
• Experience of being a key holder within a work environment
• Experience of working in a visitor attraction, hospitality setting or historic building
• Current strimmer/brush cutter certification and competence driving with trailers
• An appreciation for the work and mission of the National Trust for Scotland.

To provide operational coordination and supervision of retail, visitor services, functions 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 will also provide administrative support in the running of the property and share Duty Manager shifts.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, events and retail offer (including ordering, merchandising, sales targets)
• Supervision of Visitor Services Assistants and large team of volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Help deliver the schools programme to meet the targets for number of visits, revenue generated
• Support the informal learning and community engagement / outreach activity
• Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups)
• Security of the Property
• Health & Safety procedures, emergency procedures, and environmental procedures
• Deputising for the Visitor Services Manager on-site and off-site as required
• In conjunction with the Visitor Services Manager supervise, and personally participate in the staffing of corporate/private hire functions
• In conjunction with the Visitor Services Manager expand, promote and supervise the events and arts/exhibitions programme

Responsible for day-to-day financial administration at the property, including
• Ensuring the completion of Cash/till reconciliation
• Week-end reports and reconciliation
• Completion of the banking and all cash handling processes

Supporting the Visitor Services Manager with
• recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with the Visitor Services Manager to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required (but see “Experience” below);

Skills, Experience & Knowledge
Essential
• Significant previous experience of working in an operations role in the visitor/heritage attraction industry – including supervision of staff and volunteers and/or responsibility for specific activities;
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers;
• Excellent team worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands;
• Previous event coordination/management experience
• Proven sales skills with the ability to achieve targets;
• A strong eye for detail translating into creating and maintaining a high quality welcome and visitor/retail experience and to increasing sales;
• The ability to think and act quickly when confronted with emergencies;
• Competent user of Microsoft Office products;
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.

Please note that the closing date for applications is Wednesday 23 November 2022 at midday.

Thank you for your interest in the post of Senior Interpretation Manager with Historic Environment Scotland, based at Longmore House, Edinburgh. This is a permanent and pensionable appointment.

You will manage the Interpretation Team and be responsible for the onsite interpretation of our 336 Properties in Care, through programmes of proactive and reactive maintenance and improvements. This includes permanent exhibitions, signage and graphics, guidebooks, interactives, multimedia, audio guides and a range of other methods of interpretive delivery.

Key responsibilities, duties and objectives

Service Delivery

• Development of innovative and creative approaches to interpretation projects and programmes whilst ensuring they align to the wider Historic Environment Scotland strategic framework and plans.

• Responsibility for the development of high-quality interpretation programmes and experiences across the HES Properties in Care, through a variety of media including exhibitions, signage and graphics, audio-visual displays, guidebooks, audio-guides, digital technology, etc.

• Responsibility for the successful delivery of projects and programmes on time and to budget.

• Ensure the existing and new interpretive content, infrastructure and products meet HES standards for interpretation.

• Manage the proactive and reactive maintenance of onsite interpretive infrastructure. Ensuring that work is managed within the parameters set out in legislation and by Historic Environment Scotland to protect the properties in care.

Stakeholder Management

• Liaison with key internal stakeholders to facilitate marketing and communications aspects of interpretive products and services.

• Regular liaison with wider HES directorate teams to ensure an aligned approach to all projects and work.

• Development of links with internal and external partners and stakeholders to identify productive opportunities for working together.

• Development of relationships with other public bodies and organisations which have an interpretation remit, for advocacy of the interpretation discipline, sharing good practice and benchmarking.

Leadership

• Lead and manage a team of high performing colleagues, complying with HES policies and procedures, and encouraging a culture of empowerment, developing colleagues to support HES in realising our ambition and enabling us to be a great place to work for all. Line management responsibility initially of the Interpretation Manager.

• Effectively and efficiently manage the budget allocated to the interpretations team and ensure compliance with HES governance arrangements.

• Ensure that procedures are in place for the safe implementation of projects and programmes within Health and Safety legislation and HES guidance, for staff, visitors and contractors.

Knowledge, skills and experience

You will be required to demonstrate that you meet the requirements and qualifications below as part of the selection process.

Essential requirements:

• Experience of managing successful interpretation programmes and projects from planning through to delivery.
• Experience of leading and managing a team for interpretation focussed activity.
• Experience of project and budget management of interpretation activity.
• Knowledge of interpretation theory, principles and standards, and the wider heritage sector.
• Experience of developing high quality interpretive content through research, interpretive planning and content production.
• Experience of developing a wide range of interpretive media, products and services.
• Experience of commissioning, analysing and acting upon visitor research and evaluation.
• Experience of cross-team working, internal advocacy and partnership working.

Desirable requirements:

• Experience of managing, maintaining and improving a portfolio of interpretive products and displays at heritage sites, museums or other.
• Knowledge of Scottish history and historic environment.
• Driving licence or alternative method of transport in order to travel to sites, some of which are remote. HES does provide use of pool cars.

Qualifications & Professional Memberships:

• SCQF Level 9 qualification in History, Archaeology, Heritage or related subject, or equivalent relevant experience (Desirable)

For full details and information about how to apply, please visit our website and view the job description.

Brand Home Lead Guide

Cardhu/Cragganmore Visitor Centre

Full Time (Annualised Hours)

 

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Feel inspired? Then we may have the opportunity for you. 

 
About the Role 

We have an outstanding opportunity to join our dedicated team at our Cardhu Visitor Center as a Brand Home Lead Guide.

As a Brand Home Lead Guide, you’ll be vital to the day-to-day management of the Brand Home, organising tours and allocating them to your team. You’ll provide vital support to the Management team with all operational activities relating to the experiential, bar and retail offerings.

Our Brand Homes showcase to the public who we are and what we do. You’ll be responsible for driving the performance of the Brand Home and ensure that the team deliver extraordinary standards of customer service and outstanding and memorable visitor experiences.

You’ll provide daily support and supervision of the Brand Home Guides and agency staff, including scheduling, monitoring and recording of working hours, supporting new and ongoing training to the team as well as ensuring ongoing personal development and the reporting of team performance and targets.

Our retail area holds our impressive range of Scotch and you’ll play a key role in supporting the Management team with retail strategy and visual merchandising management. You’ll also help with the planning and the implementation of special events throughout the year. Not only will you support the Regional Brand Home Manager in event strategy, but you will be vital in building community engagement and the delivery of the Brand Home sustainability ambition.

In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo.

We have a range of full time and part time positions available. If you are looking for either permanent or temporary, then get in touch!

If this sounds like your dream location to start an outstanding career, then register your interest today, and we will keep you updated on future vacancies.

About You

We’re looking for people with character: driven, resilient and open-minded. Are you passionate about customer service and driving excellence within your team? We certainly hope so!

We’re looking for someone with experience leading elite teams whilst ensuring excellent customer service standards are adhered to at all times. You’ll value the importance of working in a team and demonstrate the ability to build strong working relationships with customers as well as key partners.

You’ll be eager to lead projects and put forward your own ideas to sustain and improve the business ensuring direct contribution to the performance of the Brand Home.

You’ll be experienced working towards targets and have the strive to achieve vital targets whilst subsequently leading the team every day to work towards these targets.

You’ll be flexible as the role requires both evening and weekend work throughout the year and this will be planned in advance. It’d be excellent if you had an understanding of Microsoft office or similar applications however this is not crucial

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the outstanding contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

CHARACTER IS EVERYTHING

This is a development role of 12 months’ duration and is part-funded by the Stanley Smith (UK) Horticultural Trust. The successful candidate will benefit from an individualised programme which incorporates practical horticultural experience through the different areas of the garden (woodland, walled garden, glasshouse and collections), working alongside experienced team members. In addition, and the unique attraction of the role, there is to be a specific focus on participation in an ongoing project which aims to restore the soil health of the shelterbelt and woodland.

WHAT WE OFFER

In addition to providing practical horticultural experience across the different areas of the garden, this role will have a specific focus on participation, for 1-2 days each week across the 12 months, in our ongoing project which aims to restore the soil health of the shelterbelt and woodland in particular. This project embraces:
• control of non-native invasives, including but not only Rhododendron ponticum
• converting the material from the cleared non-native invasives into biochar, using a specialised, low-pollution retort
• integrating the biochar into the garden’s experimental composting processes
• with the support of the team, establishing a scientific evaluation process to assess the impact of the various soil improvement techniques on plant and soil health. (The technical knowledge needed to monitor selected garden plants, keep records of plant growth rates and plant health, and test the microbiology of comparative soil samples will be taught by experienced staff.) There is an allowance for associated equipment, such as microscope, camera and laptop
• with guidance, presenting a high-quality analytical report on the outcomes of the research project
• delivering other formal outcomes (articles, blogs, presentations) which allow the research to be shared with professional and general audiences and contribute to professional discussions.

The Head Gardener at Inverewe has extensive, long-term experience in, and a commitment to, managing and supporting trainee gardeners, having run our own schemes for many years and participated in the broader NTS Garden Apprenticeship programme. Day-to-day supervision is the responsibility of the experienced team members who give feedback on learning and performance. Plant identification study, regular internal tests, practical workshops, training with hand and power tools and tractor-driving are all part of our established programme to support the development of horticultural expertise. All garden staff maintain daily diary records. There may also be opportunity to undertake placements at other NTS gardens, as appropriate to needs and interest.

ABOUT THE GARDEN

Inverewe is a garden of outstanding horticultural importance, recognised internationally for its extensive plant collections. Created by Osgood Mackenzie in the late 19th century, it has been in NTS ownership since 1952. In a challenging northern landscape of spectacular mountain and coast, exotic plants flourish owing to the benefits of the North Atlantic Drift and the protection of shelter planting established from the 1860s on the barren, wind-swept land. The planting has always been pioneering and ‘pushes the boundaries’, thanks to the skills and commitment of its gardeners through the years.

Inverewe’s 25 hectare garden has many components, including long drive beds filled with shrubs and herbaceous plants, open lawns, a shore-side rock garden, extensive woodland with ponds, and a working walled garden where heritage fruit, vegetables and flowers flourish. A state-of-the-art greenhouse was opened in 2016. The current National Collections held at Inverewe are of Rhododendron subsections barbata, glishcra and maculifera, Olearia and Aeonium.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The employment is for a fixed-term period of 12 months, subject to acceptable performance in the diverse aspects of the placement. While in the garden the trainee will be formally line managed by the Head Gardener but will be directed by experienced members of the garden team on a managed rota. The trainee will be expected to undertake individual learning which will include out of hours study and activities to deliver the project outcomes specific to the role.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

This is a development role intended to extend the practical experience of a qualified horticulturist through the hands-on experience of maintaining a world-famous heritage garden and its plant collection, with a unique opportunity to learn more about soil health and sustainability. It would be particularly suited to a recently qualified individual who already has some practical experience.

A horticultural qualification at minimum SVQ Level 2 or RHS level 2 or equivalent is required, as is a relevant level of computer literacy and the ability to produce well-prepared diaries, reports or presentations and to communicate clearly with colleagues and visitors. Proof of the right to work in the UK is required.

In addition, we are looking for a colleague who is
• willing to work outside in all weathers and undertake physically demanding tasks
• cognisant of and able to follow relevant Health and Safety procedures
• competent in the use of tools and equipment as required for the role
• experienced in the use of at least some relevant horticultural machinery
• good with people, both colleagues and the general public
• enthusiastic for horticulture and committed to the profession
• able to work flexibly both as part of a team and independently
• committed to NTS customer service standards – our garden is open to the public almost every day!

DIMENSIONS AND SCOPE OF JOB

The trainee
• will work as part of the garden team increasing knowledge and experience of duties such as soil cultivation, weeding, establishing and maintaining plants and displays, propagation, turf care, using tools, equipment and machinery, and much more
• will take responsibility for individual learning which will include out of hours study and/or project work
• will be required to meet regularly with Trust staff for assessment or to discuss progress
• will take part in additional training offered by the Trust.

The Garden Trainee
• will be based in Inverewe Garden but may be given opportunities to visit or work in other Trust gardens
• will work 5 days out of any 7, which may include weekends and evenings helping with events and other activities
• may, as confidence and skills develop over time, guide volunteers or other garden trainees or apprentices
• will work closely with rest of the garden team
• will interact daily with other property staff, volunteers and visitors
• is not a budget holder but will be responsible for submitting any expense claims in good time and in line with allowances.

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.