Job Description 2026

Role: Visitor Services Assistant Region/Department: Highlands & Islands

Reports to: Visitor Services Manager

Pay Band/Starting Salary:

Grade 1 - £27,976 + 5% supplement, pro -rata, per

annum (£14.12 per hour)

Location: Glenfinnan Monument & Visitor

Centre, PH37 4LT

Type of Contract:

• Full-Time and Part-Time roles available

• Fixed-Term seasonal contracts between March

2026 and October 2026, or shorter if

preferred.

- Option of staff accommodation to rent, subject to availability – please confirm on application

form if this is desirable.

- Possibility of November to March contracts, subject to a selection process taking place in

September 2026

JOB PURPOSE

This is an exciting and varied role at Glenfinnan Monument and Visitor Centre.

Based in our busy shop, arrival area, one of two catering outlets, or at the historic Monument, you’ll

help us welcome visitors from across the globe and ensure they have an enjoyable, memorable

experience here, from the moment they arrive to the moment they leave.

Through warm, engaging, informative interactions, you’ll help share stories about this amazing place

and build support and understanding for the National Trust for Scotland. You’ll also help generate the

income that enables our charity to care for this world-renowned historic site.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Provide a consistently high standard of customer service

• Welcome customers and offer an exceptional visitor experience at our key touch points, from

arriving in our car park and coach park, to climbing up the Monument and enjoying our exhibition,

or making purchases in our café and shop.

• Provide a responsive, friendly and efficient service, tailored to the needs of both individual visitors

and tour groups.

• Develop a thorough understanding of the place you work, enabling you to share stories with

visitors, offer ideas to help them enjoy their visit and answer common questions.

• Follow guidelines to ensure retail or catering displays remain enticing throughout the day and

help with stock replenishment to ensure product availability.

• Work flexibly and in harmony with your colleagues across departments, supporting each other to

make best use of team resources, especially at busy times.

• Seek visitor feedback and share your own ideas to develop and improve our offer, service and

operations.

• Help gather photos / videos for social media to promote our activities and encourage visits.

• Assist with the set-up, stewarding and break-down of functions and events.

Generate the income that enables us to look after special places

• Be aware of the team’s targets for generating income and aim to achieve and exceed them.

• Actively upsell our café, shop and membership offer and services with excellent product

knowledge, tailored to customer preferences.

• Be responsible for accurate and secure till operation and sales processing, supporting the

reconciliation of end-of-day takings.

Maintain excellent standards of site and personal presentation and safety

• Help with behind-the-scenes tasks to prepare for opening at the start of the day and close-down

at the end.

• Take pride in the presentation of our buildings and surrounding landscape, maintaining high

standards throughout by helping to clean public and staff areas.

• Report all instances of damage, wear and tear or maintenance needs promptly.

• Ensure you are clearly identifiable and appropriately dressed by wearing uniform, name badges,

and PPE as required.

• Share responsibility for the health and welfare of property staff, volunteers and visitors by

adhering to NTS Health, Safety and Environment policies and guidelines.

What we’re looking for

Qualifications

• No formal educational qualification required. Relevant training provided.

Desirable skills

• Experience in a customer-facing role

• Excellent “front of house” persona - warm, welcoming, helpful, patient and understanding

• Excellent communication skills, a passion for sharing stories and offering memorable experiences

• Persuasive selling skills, tailoring conversations to customer needs and product knowledge

• Ability to work within a team or independently to a high and safe standard

• Comfortable with being flexible and adapting working patterns to meet property needs

• Excellent time management skills and the ability to prioritise

• Attention to detail and pride in presentation standards

• Enthusiasm for the aims and objectives of the National Trust for Scotland

What we offer

• The chance to work in one of Scotland’s most iconic locations and directly care for its heritage.

• A supportive team environment with opportunities to develop your customer service and

storytelling skills.

• Lifts to work and car share available from Fort William and Mallaig directions.

• Contracts with sociable hours, generous holidays and flexibility to suit your availability.

• Please contact glenfinnan@nts.org.uk if you have any questions or would like to arrange a time to

pop into the visitor centre to find out more about the role.

The Key Responsibilities , Scope of Job , and Required Qualifications, Skills, Experience &

Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right

to amend these with appropriate consultation and/or request the post -holder to undertake any

activities that it believes to be reasonable within the broad scope of the job or his/her general

abilities.

Applications

Interested applicants should forward their Curriculum Vitae (CV) or an Application Form to the People

Services Department by email via workforus@nts.org.uk.

Please ensure your CV includes your full name and contact details, the CV file sent to us should be titled

your first initial and surname. When submitting your CV please state the position and job location of the

vacancy you are applying for in the subject title or body of your email: For example "VSA - Glenfinnan"