Visitor Services Supervisor - Welcome

40 Hours Per Week (Fixed-Term Until 31 October 2026)

This role exists to ensure a best-in-class visitor experience that compliments the quality of an internationally recognised heritage garden of outstanding horticultural importance; leading all staff to contribute fully to the operations overall commercial and conservation success.

You will be a member of the Inverewe welcome team assisting with the operational delivery of retail, admissions and the visitor experience at the property. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximized and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site, and joined up service provision. You will be based at Inverewe and report to the Visitor Services Manager.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Supervising/undertaking the day-to-day operation of the Visitor Centre to ensure an excellent customer/visitor experience. This includes:
• Supervision of the retail offer (including ordering, merchandising, sales targets);
• Membership sales (to targets) and general customer service (individuals, education visits, other groups.
• Health & Safety procedures, emergency procedures, and environmental procedures.
• Deputising for the Visitor Services Manager on-site and off-site as required.
• Responsible for day-to-day financial administration within the retail operation, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and reporting of working hours for payroll.
• Supporting the Visitor Services Manager - Retail with the recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.
• Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spends and support overall Property targets;
• Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential

• No formal educational qualification required (but see “Experience” below);
• A full, clean driving license for driving in the UK.

Essential

• Significant previous experience of working in a busy retail environment. including supervision of staff and/or responsibility for specific activities.
• Previous retail supervisory experience.
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
• Proven sales skills with the ability to achieve targets.
• The ability to think and act quickly when confronted with emergencies.
• Competent user of Microsoft Office products.
• Current driving license valid for driving in the UK.

Desirable

• A genuine understanding of and belief in, the work of the National Trust for Scotland;
• Access to own transport.