Visitor Services Assistant, The National Trust for Scotland - Forres

Visitor Services Assistant, The National Trust for Scotland – Forres

Salary range From £12.60 per hour • Duration Temporary, Part-time • Working hours No more than 32 hours per week • Location Forres • Closing Date Sunday 5th October 2025

Job Purpose

Here at National Trust for Scotland’s Brodie Castle we are looking for energetic, friendly, and confident individuals to join our welcome team. No previous experience is required; we would love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell.

This position will be based in the Welcome Centre, Car Park or as an Event Steward during Brodie Illuminated. Your role is to make every visit truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking pride in everything we do, as well as inviting visitors to support our work through membership.

This role will involve working some evenings during November to assist with the safe delivery of our popular event, Brodie Illuminated, which takes place every Thursday – Sunday throughout November.

Key Responsibilities

• Provide excellent customer service to all visitors.
• Be responsible and proactive. Ensure all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Help manage car park arrivals, process payments and give site orientation.
• Work with the Visitor Services Managers and property staff to deliver targets and other KPI’s.
• Handling cash accurately and processing sales.
• Maintain high standards of stock inventories with the Visitor Services Manager and property staff.
• Actively drive up selling opportunities through strong product knowledge and excellent customer service with a focus on membership and retail.
• Support display, preparation, serving and merchandising at all times.
• Cash reconciliation duties including end of day and administrative tasks.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including weekends and Bank Holidays as appropriate.
• Work across departments to support the wider Brodie Castle teams.
• Develop a working knowledge of the history of the site and relate that to products.
• Provide consistently excellent customer service when dealing with high volumes of customers.
• Assist in general ongoing operational cleaning of all areas as necessary.
• Following the Trust’s health and safety policies and guidelines to ensure the welfare of staff, volunteers and visitors, including the Safe System of Work.
• Maintain presentation of all areas to a high standard, including wearing the uniform.

Scope of Job

• Regular daily interaction with members of the public of all ages and abilities.
• Share till reconciliation duties as appointed by the Visitor Services Manager.
• Assist Retail with stocktaking and goods receipting.
• Occasional use of cleaning chemicals.
• Work within the property’s Safe System of Work for health and safety.

Required Skills, Experience & Knowledge

• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Flexibility to adapt working patterns and tasks to meet day-to-day variations in visitors, catering and 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.
• Genuine belief in the value of good customer service.
• Good interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Previous tourism or tour guide experience.
• Interest in the work of the National Trust for Scotland.

Apply online