Job Description

Status:

Permanent, Part Time, 7-35 hours/week

Salary:

12.60/hour (pro rata f/t 22,932 - Grade 1)

Location:

Abbotsford, Melrose, TD6 9BQ

Reporting to:

Visitor Services Manager

Responsible for:

Delivery of Visitor Experience

The Abbotsford Trust is a accredited Real Living Wage Employer.

https://www.livingwage.org.uk/living-wage-employers

Context

Abbotsford was designed and built by Sir Walter Scott as both his home and the location for his extensive collection of books and historical memorabilia, and was first opened to the public in 1833, five months after his death. After the death of his last descendent in residence, Dame Jean Maxwell-Scott in 2004, The Abbotsford Trust was created to preserve, protect and promote not only the house, but also the life and works of Sir Walter. Abbotsford is considered to be one of the most important heritage sites in Scotland. Having now completed an 11.68 million restoration, the Trust is in the next phase of its journey to increase revenue and trading performance whilst retaining its status as a 5 star visitor attraction.

The Visitor Services team is responsible for services in relation to the visitor experience including admissions, retail and event sales, car park and Witch Corner. They are the public face of Abbotsford and work directly with a wide range of visitors providing welcome and support.

Job Purpose

To provide a range of customer support to all visitors, including reception, visitor flow and information provision on the visitor experience To deliver the retail offer, including merchandising, sales, stock control/monitoring and stocktaking To sell a wide range of tickets and services in relation to the visitor experience To support the promotion of Abbotsford, including providing information on community activities, events, fundraising and membership schemes To support the Visitor Services volunteers As a member of the Abbotsford Team, provide other support as delegated by the Visitor Experience Manager

Scope and Accountability

The Visitor Services Assistant reports directly to the Visitor Experience Manager but is also expected to work closely with the Visitor Services Supervisor and a range of colleagues and volunteers throughout the organisation to promote Abbotsford to the general public

The Visitor Services Assistant is responsible for the following resources:

Selling all admissions, memberships, retail and events tickets Cash handling and till reconciliation Data inputting and utilisation of EPOS (Electronic Point of Sale) system Security and monitoring of retail stock Ensuring the health and safety of visitors in the Visitor Centre and Witch Corner Opening & Closing of Visitor Centre

Key Responsibilities

General

Provide a welcome and actively engage with visitors to the Visitor Centre and Witch Corner Proactively sell admission tickets and upsell Gift Aid & additional experiences/tickets Actively work to achieve daily targets and KPI's such as SPH, ATV and Guide Book sales to enhance the financial performance of the Abbotsford Trust. Assist in managing visitor flow throughout the site to enhance the visitor experience Responsible for ensuring that Health & Safety regulations and requirements are met within the visitor reception buildings, and it is a safe environment for staff, volunteers and customers. Maintain accident and incident records and refer on significant health and safety concerns to the Visitor Experience Manager Contribute to keeping the Visitor Centre clean, tidy and attractive, undertaking daily cleaning duties as required Key holder responsibility for opening up and locking up the Visitor Centre and Witch Corner Ensure the constraints on visitors, essential to the safekeeping of the property and collections, are applied in a sympathetic manner in order to protect the Trust's image Develop and maintain own knowledge of Abbotsford (exhibition, house and collections, gardens, Witch Corner) and Sir Walter Scott in order to provide an informed visitor experience. Develop and maintain own knowledge of other visitor experiences within the Borders, both those working in partnership with Abbotsford and more widely Remain well informed of the activities of the Abbotsford Trust (events, activities, engagement and fundraising or other support opportunities) and promote these to visitors and guests

Retail Sales

Proactively engage with customers providing an opportunity to upsell all retail products Ensure the retail areas are clean, fully stocked with merchandise, items are priced, displayed attractively, and rotated Ensure that fast selling and slow selling lines are identified and reported to the Visitor Experience Manager Check stock deliveries promptly against delivery note, ensuring items match and any mismatches, breakages or items of poor quality are recorded Maintain a clean and tidy delivery area ensuring all packaging is removed daily to the waste disposal units by the end of each day, with cardboard having been flattened and all disposed in appropriate bins

General & Financial Support

Provide telephone cover as part of the wider Abbotsford team, including answering and redirecting calls and monitoring and managing voicemail Handle cash and undertake related financial administration responsibilities, including till reconciliation Confidently work using ICT including Word & Outlook and be familiar with Excel, assisting with data inputting into spreadsheets and the EPOS system (K3/Merac) when required Assist with Events and Activities that take place throughout the Estate Provide induction, advice and support to Visitor Services volunteers working in reception areas

Communications and Relationships

Provide an excellent customer service to all visitors and handle any complaints sensitively and efficiently, ensuring a written record is kept Develop and maintain a collaborative and constructive working relationship with Abbotsford staff, volunteers, Trustees and the representatives from the Faculty of Advocates

Person Specification

Knowledge and Experience

Excellent understanding of and commitment to high quality customer relations Experience of working with the public within a customer service environment (ideally within a heritage, visitor attraction, or other tourism environment) Knowledge of retail and experience of covering a range of day to day retail responsibilities, including merchandising (display), product upselling, stock control and monitoring Confident computer user with knowledge and experience of EPOS till systems Good level of numeracy for cash handling, stock monitoring and taking, stock and price checking Interest in and ideally knowledge of Abbotsford (Sir Walter Scott, his life and his family and interest in developing this further) Some knowledge of and interest in other cultural, historical, heritage type visitor experiences in the Borders and more widely Good understanding and appreciation of cultural diversity as will be working with people from all parts of the world Understanding of health and safety and how these apply within a visitor environment

Skills and Abilities

Good interpersonal skills, including ability to handle a wide range of people from all walks of life and internationally, with confidence, warmth and enthusiasm Ability to cope in pressurised situations and deal with conflicting demands at very busy periods whilst remaining calm, helpful, and attentive to finding solutions Proactive with good problem-solving skills and the ability to address issues in a constructive manner Excellent team working approach and ability to work supportively and collaboratively with a wide range of colleagues and volunteers Ability to work flexibly and to quickly adapt to changing work situations

Personal Qualities and Requirements

Commitment to The Abbotsford Trust's mission, vision and values High level of personal presentation Commitment to Equality and Diversity and understanding of how they apply within a heritage and customer service environment Ability to work unsociable hours (weekends, bank and public holidays)

Employee Benefits

Free parking Staff discounts 4% employer pension contributions

Application Process

Download the https://www.scottsabbotsford.com/files/1753890886_ba11de5b4e4a40bd0cc1.pdf

Download and complete the Application form https://www.scottsabbotsford.com/files/1626261504_9ed027227c14ef23ed79.docx

Candidates are asked to send the completed document, and if they wish an additional CV to vacancies@scottsabbotsford.co.uk.

Should you have any enquiries or questions about the position, please email vacancies@scottsabbotsford.co.uk.

Job Types: Part-time, Permanent

Pay: 12.60 per hour

Expected hours: 7 - 35 per week

Benefits:

Company pension Discounted or free food Employee discount On-site parking
Work Location: In person