Visitor Services Assistant; Retail

Organisation:
The National Trust for Scotland

Location:

Brodick Castle, Gardens & Country Park, Isle of Arran, KA27 8HY

A Visitor Services Assistant is crucial to our visitors’ “first impression” of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage and as the organisation that actively wants people to engage with and enjoy the properties it cares for. You will ensure that the Gift Shop is presented to the highest standard and you are knowledgeable about the products sold within the Gift Shop as well as information pertaining to the site as a whole.

As you will be working in a customer-facing role, this means you will directly engage with visitors on arrival and departure so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Memberships, admissions tickets, guidebooks). The Visitor Services Assistant is expected to meet (if not exceed) sales targets for the gift shop alongside the selling of memberships and Guidebooks.

You will also be expected to be knowledgeable and actively engage with our visitors and provide general “tourist information” for the locality and other nearby Trust properties.

• Deliver a consistently high standard of customer service to all visitors.
• Provide confident product knowledge and actively upsell where appropriate.
• Provide general information to visitors about the wider site, including directions, facilities, opening hours, and key points of interest across Brodick Castle, Gardens and Country Park.
• Support occasional admissions processes including ticket sales.
• Assisting with queue management by working at pace during busy periods to maintain a smooth visitor journey.

• Share the benefits of membership with ticket holders and actively seek innovative ways to encourage recruitment.
• Actively promote the work of the National Trust for Scotland and the value of membership to existing and potential members.
• Processing sales of memberships through the tills.

• Carry out accurate cash handling, reconciliation and till procedures.
• Follow all financial controls and procedures as required.
• Maintain excellent housekeeping standards at the start and end of each shift, and throughout the day as required.
• Support the Visitor Services Supervisor with creative merchandising, ensuring shop displays are engaging, well-maintained and constantly delivered to the highest standard.

• Complete stock counts accurately and on schedule.
• Support all aspects of stock management, including receipting deliveries and resolving stock discrepancies.
• Ensure stock is replenished promptly and presented neatly but attractively on the shop floor.
• Supporting loss-prevention practices by maintaining awareness of shop activity and following security procedures.

• Ensure the health, safety and welfare of staff and visitors by adhering to the Trust’s Health, Safety and Environment policies.
• Work in line with the properties Risk Assessments and report any hazards, incidents or maintenance issues promptly.
• Carry out security duties, including opening and closing of the retail area, ensuring the space is safe, secure and ready for visitors at the start and end of each day.
• Assist as a fire marshal for the safety of all staff and visitors.

• Communicating effectively with colleagues, supervisors and managers to support smooth daily operations – via radio/telephone and email.
• Contributing to a positive, inclusive team culture.
• The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

• No formal educational qualification is required.

• Food Safety Level 2 Qualification
• Allergen Awareness (Scotland)
• Relevant CPD/ Foundation qualification

• Ability to work within a team or independently, with minimal supervision to a…