Visitor Services Assistant – Car Parking & Estates

ASVA: Association of Scottish Visitor Attractions; Inverness; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

The National Trust for Scotland is seeking a welcoming front-of-house assistant at Culloden Battlefield near Inverness. You will greet visitors, share the site's story and help with parking and facilities, delivering a warm, informative experience.

You will work as part of the Visit Scotland 5-star team, handle transactions, answer questions about opening hours, and support colleagues across departments while upholding health and safety standards.

Qualifications

• Excellent front of house persona – warm, welcoming, patient and understanding.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Responsibilities

• This role will assist the wider Estates team to deliver high-quality visitor experience at Culloden Battlefield (including but not limited to):
• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, maintaining car park machines, and keeping our facilities clean from litter.
• Working with the Visitor Services Manager (Estates) to deliver an excellent visitor experience from arrival to departure.
• Cash handling duties including emptying of car park machines. Ensuring cash is handled accurately.
• To ensure perpetually high levels of accuracy are maintained for all transactions and data recording.

Skills

Front of house

Interpersonal skills

Time management

Proactivity

Customer service

Teamwork

Adaptability

Cash handling

Job description

Organisation: The National Trust for Scotland

JOB PURPOSE

As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for welcoming our visitors to the site and making sure that they are greeted and maintain parking facilities. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Estates team to deliver high-quality visitor experience at Culloden Battlefield (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, maintaining car park machines, and keeping our facilities clean from litter.
• Working with the Visitor Services Manager (Estates) to deliver an excellent visitor experience from arrival to departure.
• Cash handling duties including emptying of car park machines. Ensuring cash is handled accurately.
• To ensure perpetually high levels of accuracy are maintained for all transactions and data recording.
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.
• Be able to take responsibility for your own development and learning.
• Answer basic questions about operating hours.
• Have a flexible approach to working hours and days including working weekends and Bank Holidays as appropriate.
• To work across departments when necessary, supporting the wider Culloden Cluster team
• To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way.
• To provide consistently excellent customer service when dealing with high volumes of customers.
• Adhering to the property’s quality standards including wearing of uniform.
• Ensuring health, safety and welfare of property staff, volunteers, and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).
• The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential

• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, to adapt working patterns and tasks to meet day-to-day variations in property needs.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Willingness to work outside in all weather conditions.
• Genuine belief in the value of good customer service.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable

• Previous cash handling experience
• Foreign language skills
• Historical knowledge of the site and area
• Previous experience in museum, tourism or equivalent sector