Steward

**Details**:
**Reference number**:

- 299394**Salary**:

- £21,452 - £22,272**Job grade**:

- Other- Band A**Contract type**:

- Permanent**Business area**:

- HES - Operations**Type of role**:

- Other**Working pattern**:

- Full-time**Number of jobs available**:

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Dunfermline, Scotland, KY12 7PEAbout the job

**Job summary**:
Thank you for your interest in the post of steward with Historic Environment Scotland, based at location stated above. This is on a permanent basis and they are pensionable appointments.

You will be responsible for delivering the highest standards of visitor experience in the Central East district, working at Dunfermline Abbey and also have the opportunity to work at Aberdour Castle, working across all areas, including in the shop, admissions area and outside.

**Job description**:
Overview of the post and information about the team

This post sits within the Central East district comprising thirty-four monuments, of which eight are staffed including the sites listed above. You will be part of a team of stewards working across the monuments, led by a Monument Manager.

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 - ranging from: greeting our visitors, selling admission tickets or processing online bookings, selling our range of retail products or outlining the history of the site to our diverse visitor base.

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.

Post Competencies

You will be assessed against these competencies during our selection process.

**_
Core Competencies:_**
- Delivering excellent Service - Demonstrating a commitment to quality services
- Teamwork - Contributing to and supporting working together
- Planning and Organising - Putting plans and resources in place to achieve results
- Communication - Communicating appropriately and clearly

Knowledge, skills and experience

You will be required to demonstrate that you meet the requirements and qualifications below as part of the selection process.

**_Essential requirements:_**
- Experience delivering high standards of customer service and a passion for working in the heritage tourism industry.
- Ability to work alone or as part of a team.

**_
Desirable requirements:_**
- Previous experience working a PC based till.
- Knowledge of the monument(s) and surrounding area.
- Previous experience of communicating to groups of people.
- Cash handling experience.
- IT skills and ability to use basic online functions.
- An existing first aid qualification, or willingness to be trained in first aid skills.

**Person specification**:
Key responsibilities, duties and objectives

**Customer Service**
- Processing and promotion of retail and admissions transactions through the till system.
- Ensure a high standard of presentation throughout the site, including following appropriate cleaning processes in both public and staff areas.
- Support the team in achievement of quality assurance KPIs.
- Actively support HES seminars, events, functions and promotions.
- Strive to provide the warmest welcome to our visitors and engage proactively with customer service.
- Support in the delivery of wedding ceremonies and photography

**Teamwork**
- Proactively communicate with colleagues across the site to ensure high performance, standards and consistency of the team.
- Work as part of a team to ensure that the Customer Service Industry Standards and Quality Services Awards are maintained and participate in local action plan delivery.

**Commercial Awareness**
- Team participation to achieve agreed commercial performance targets for the monument.
- Maximise commercial opportunities and capitalising on income generating opportunities.
- Assist Monument Manager to ensure accurate stock management and assist with stock ordering and deliveries as required.

**Health and Safety & Compliance**
- To 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 the health and safety of staff, visitors and contractors.
- Ensure that compliance with our Resumption Operating Standards is maintained.

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

What we offer

In addition, we offer a great benefits package to our employees which includes:

- flexible working hours (where appropriate