Starting salary:25770
Permanent & Fixed Term roles available
Band:A
Location:Edinburgh Region
Working Hours:5 out of 7 days 35 hours per week
Edinburgh Castle is one of the most popular paid visitor attractions in Scotland. The Guiding team works to provide all aspects of the visitor journey within the castle and is responsible for delivering a world-class visitor experience. This includes a diverse range of activities from providing guided tours passing on castle/historical information to visitors maintaining exhibition areas and assisting in managing events of various sizes.
This is an exciting opportunity to work for the lead body responsible for the historic environment in Scotland. You will be actively involved in work which supports providing the best experience for our visitors.
We are looking for someone who enjoys interacting with diverse groups of people who has a passion for customer service and who would thrive in a fast paced and constantly changing workplace.
For more information about the post and information about the team please access the full job description for this post.
Benefits of joining us at Historic Environment Scotland
- Enrolment onto a Civil Service Pension scheme 28% employer contribution
- 25 days annual leave pro-rata (increasing to 30 days after 3 years) 11.5 public holidays
- Reimbursement for relevant professional subscriptions
- Support for further education and personal development
- Study leave for work related courses
- Flexible working hours (where appropriate)
- Free entry to all of our properties (with up to three guests)
- Free entry to English Heritage Manx and Cadw properties
Key Responsibilities of this role
You will provide information and assistance for visitors whilst also ensuring visitor safety at Edinburgh Castle. The duties are detailed below:
Customer Service
Provide the warmest welcome assistance and information to our visitors and engage proactively providing excellent customer service to maximise visitor experience.
- Engage with visitors who may require use of wheelchairs lifts or the mobility vehicle.
- Develop knowledge of the castles history and share this with visitors.
Ensure a high standard of presentation throughout the site following appropriate cleaning processes in both public and staff areas.
Support the team in achievement of quality assurance Key Performance Indicators (KPIs).
Actively support HES seminars events functions and promotions.
Interact with visitorsas part of the core visitor experience.
Teamwork
Proactively communicate with colleagues across the site to ensure high performance standards and consistency.
Assist with procedures such as ensuring signposting for visitors setting up barriers and crowd control on ceremonial occasions.
Commercial Awareness
Working together with your Castle Team to achieve overall commercial performance targets.
Assist with functions within Castle opening hours such as escorting guests to their venue and signposting to areas where necessary.
Health and Safety & Compliance
Ensure the security of the site buildings and contents.
- Implement correct closedown procedures ensuring site is clear of visitors and interior areas are secure.
Monitor and comply with all H&S procedures/guidance relevant to the site.
Follow correct procedures to ensure safe operation of all equipment.
Ensure that the health and safety of staff visitors and contractors is paramount at all times.
Key requirements of the role:
In order for you to be successful in this post we will be looking for you to complete acover letterwhich addresses:
you are interested in the post with Historic Environment Scotland
you can meet each of the essential and desirable criteria (in up to 800 words) using examples of where you have used these skills in the past.
Please ensure that you provide real life examples for each of the criteria to be considered for this post. You can use examples of how you have met this criteria from your work life home life education or volunteer experience. Please read our CV and Cover Letter Guidancefirst before completing.
Essential Criteria:
Experience delivering high standards of customer service in a fast-paced environment.
A genuine interest in working in the heritage tourism industry.
Ability to work independently at times.
Excellent team working skills.
Interest in and knowledge of Scottish history.
Find out more aboutdesirableskills and experience in ourfull job description.
We are dedicated to building a workforce which is reflective of diversity within Scotland. We warmly welcome applications from candidates of all backgrounds regardless of age race gender or gender identity religious beliefs marital status sexual orientation disability or neurodiversity. In support of our Gaelic Language Plan we welcome applications from Gaelic speakers.
We want every candidate to have the best chance to succeed during the recruitment process. If you require your application in an alternative format please reach out to us via email at or call our Head Office at 0 and speak to a member of our People Team.
Please note that at this time we are unfortunately unable to provide sponsorship as part of the recruitment process therefore you must have current right to work in the UK to be considered for a post.
To submit your application online please read our How to Apply section followed by Apply Now button to begin your application.
Key Skills
Attorney At Law,Banking Operations,Basic,Drafting,Jewellery,Air Compressors
Employment Type : Full-Time
Experience: years
Vacancy: 1 #J-18808-Ljbffr
Contact Details:
Historic Environment Scotland Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Castle Guide
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Historic Environment Scotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Historic Environment Scotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Historic Environment Scotland:Your cover letter is your chance to shine! Tell us why you want to work at Historic Environment Scotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Historic Environment Scotland!
How to prepare for a job interview at Historic Environment Scotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
