Steward

Thank you for your interest in the post of Steward with Historic Environment Scotland, based at Iona Abbey and Nunnery. This is a permanent and pensionable appointment.

Our steward role ensures delivery of the highest standards of visitor experience at Iona Abbey and Nunnery working across all areas, including in the shop, admissions area and outside, with delivery of guided tours a core part of the role.
Iona Abbey is open seven days a week in summer and six days in winter and you will work five days out of seven on a rolling rota. This will include weekend and public holiday working. Outdoor working will be required at times, for example when leading guided tours. This role is year round - full time April to September on summer hours (5 days of 7 hours) and part time October to March on winter hours (3 days of 5.7 hours).
Key responsibilities, duties and objectives

Customer Service

• Process and promote retail and admissions transactions through the till system.


• Ensure a high standard of presentation throughout the site, following appropriate cleaning processes in both public and staff areas.


• Lead the team in achievement of quality assurance Key Performance Indicators (KPIs).


• Actively support in HES seminars, events, functions and promotions.


• Provide the warmest welcome to our visitors and engage proactively with customer service.


• Deliver guided tours as part of the core visitor experience.


Teamwork

• Proactively communicate with colleagues across the organisation to ensure high performance, standards and consistency of the team.


• Lead your team to ensure that Customer Service Industry Standards and Quality Service Awards are maintained and participate in local action plan delivery.


• Work with the Monument Manager on partnership and community engagement initiatives and projects, including volunteering, weddings and other events.


Commercial Awareness

• Working together with your monument team to achieve overall commercial performance targets.


• Maximise commercial opportunities within the monument, such as upcoming events and retail products where appropriate.


• Assist Monument Manager to ensure accurate stock management and assist with stock ordering and deliveries as required.


Health and Safety & Compliance

• Ensure the security of the site, buildings and contents, including acting as key holder (where required).


• 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 including reviewing and developing risk assessments as required.


• Ensure compliance with PVG system checks (as appropriate) and follow corporate protocols for working with children, young people and vulnerable adults.