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- Tasks: Join our Visitor Services team to assist visitors and manage events at the Scottish Parliament.
- Company: Be part of the Scottish Parliament, a key institution in Scotland's governance and public engagement.
- Benefits: Enjoy a competitive pension, flexible working hours, and a vibrant workplace culture.
- Why this job: Make a real impact while working in a prestigious environment with diverse opportunities for growth.
- Qualifications: Experience in customer service and excellent communication skills are essential.
- Other info: We encourage applications from diverse backgrounds to foster an inclusive workplace.
The predicted salary is between 24000 - 36000 £ per year.
Fixed Term until 31 August 2026
Working Pattern: 4 days per week – 23 hours
Monday: 10:00 – 15:30
Thursday: 10:00 – 15:30
Friday: 10:00 – 15:30
Saturday: 10:00 – 17:00 (with a 30-minute lunch)
There may be seasonal adjustments to working patterns, including extended opening hours during summer months and to support major events.
Want to work in one of the most influential places in Scotland? Now is your chance!
This is an excellent opportunity to join the Visitor Services (VS) team as a Visitor Services Officer. We have a fixed term post available. This may be extended, or become permanent, subject to the outcome of a review of our service.
This appointment is also open to people looking to apply on a secondment basis.
VS is made up of approximately 18 staff with a variety of work patterns and is one of the main public-facing teams in the Scottish Parliament. The Office sits within our Directorate of People, Communications, and Inclusion.
The team provides a range of services for the Members of the Scottish Parliament (MSPs), their guests and other visitors to the Parliament and they’re currently developing new services online. Having led on the successful attainment of a Visit Scotland Five Star award, VS provides innovative and popular services and facilities to a world-class level and quality which support the Parliament’s public engagement strategy and activities.
Key activities include general office administration; organising and booking of tickets for Parliamentary business sessions, tours and events using digital booking systems; staffing the Visitor Information Desk; general visitor management and reception; providing support for major and regular events and delivering the guided tours and talks programme. The Parliament Shop is also part of Visitor Services operations and therefore sales, cash-handling and stock-processing duties are included in this role.
Reporting to a Visitor Services Supervisor, you‘ll ensure that activities are delivered according to high standards, consistently and with an excellent demonstration of high-quality service. You’ll be responsible for delivering our services and key activities.
You’ll be experienced in working with the public in a busy visitor or customer service environment and will have exceptional customer care skills. You’ll be able to demonstrate a proactive approach and will have a high level of accuracy and attention to detail.With excellent communication skills, you’ll have the ability to communicate effectively to a wide range of service users and speak publicly to a diverse range of audiences both internally and externally.
You’ll have the ability to develop and maintain positive working relationships, especially across publicly engaging offices.
You will encourage a culture where your team members are empowered to deliver high quality work which will enhance the reputation of the Parliament. You’ll also champion collaborative working with colleagues across the parliamentary service, promoting positive and open communication, as well as our commitment to diversity and inclusion.
We particularly welcome applications from candidates from a Minority Ethnic background and Disabled candidates. All appointments will be made on merit. We have a values-based culture of respect and inclusion embedded in our organisation, and everyone has the ability to make a difference.
- Pension: Civil Service pension arrangements with an employer contribution of 28.97% of basic annual salary
- Clearance Required: CTC security clearance will be processed at job offer stage
If this sounds like you, please apply today!
Closing date: 12:00 noon on Monday 21 July 2025.
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Visitor Services Officer employer: The Scottish Parliament
Contact Detail:
The Scottish Parliament Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Services Officer
✨Tip Number 1
Familiarise yourself with the Scottish Parliament and its services. Understanding the role of Visitor Services and how it contributes to public engagement will help you demonstrate your enthusiasm and knowledge during any interviews or discussions.
✨Tip Number 2
Highlight your customer service experience in busy environments. Be prepared to share specific examples of how you've handled challenging situations or provided exceptional service, as this is crucial for a role that involves direct interaction with visitors.
✨Tip Number 3
Showcase your communication skills by preparing to discuss how you would engage with diverse audiences. Think about how you can adapt your communication style to suit different groups, which is essential for delivering guided tours and talks.
✨Tip Number 4
Network with current or former employees of the Visitor Services team if possible. They can provide valuable insights into the team culture and expectations, which can help you tailor your approach and stand out as a candidate.
We think you need these skills to ace Visitor Services Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Visitor Services Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service and public engagement. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to deliver high-quality service.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the organisation. Highlight specific examples of your customer care skills and your proactive approach in previous roles. Make sure to mention your commitment to diversity and inclusion.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at The Scottish Parliament
✨Showcase Your Customer Service Skills
As a Visitor Services Officer, you'll be working directly with the public. Be prepared to share specific examples of how you've successfully handled customer inquiries or resolved issues in previous roles. Highlight your exceptional customer care skills and proactive approach.
✨Demonstrate Attention to Detail
This role requires a high level of accuracy, especially when managing bookings and handling cash. During the interview, mention instances where your attention to detail made a significant difference in your work. This will show that you understand the importance of precision in this position.
✨Communicate Effectively
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and confidently. You might also want to prepare for potential questions about how you would engage with diverse audiences, as this is a key aspect of the job.
✨Emphasise Team Collaboration
The Visitor Services team values collaboration and positive working relationships. Be ready to discuss how you've worked effectively within a team in the past. Share examples of how you’ve contributed to a supportive team environment and promoted open communication.
