Monument Manager - Arbroath Hub en Historic Environment Scotland

Starting salary: £32,255 
Contract type: Permanent to start on 5 January 2026
Grade: 3
Location: Abroath Hub
Working Hours: 5 out of 7, 35 hours per week (including weekend working on a rota basis)
Interviews: To be held in person on week commencing 1st December 2025.

Your role of Monument Manager sits within the Central East district, you will be actively involved in work which supports provision of the best experience for our visitors – ranging from: greeting our visitors, carrying out cleaning and grounds maintenance duties, 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. You will lead a team of Visitor Experience Staff that make up the Abroath Hub: Arbroath Abbey, Edzell Castle, St Vigeans Museum & Claypotts Castle and be part of the Central East Operations Management Team.

For more information about the post and information about the team, please access the full job description for this post: 20251022_Monument Mgr - Arbroath Abbey 2025 Job Description.pdf. Please note that if you don't have Office 365 installed on your device, this can be opened using your browser.

Benefits of joining us at Historic Environment Scotland

• Enrolment onto a Civil Service Pension scheme – 28% employer contribution
• 25 days annual leave, pro-rata (increasing to 30 days after 3 years) + 11.5 public holidays
• Reimbursement for relevant professional subscriptions
• Support for further education and personal development
• Study leave for work related courses
• Flexible working hours (where appropriate)
• Free entry to all of our properties (with up to three guests)

• Free entry to English Heritage, Manx and Cadw properties

   

Key Responsibilities of this role

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. 
• Act as first point of escalation for resolution of complaints and queries.

Staff Management 

• Management, leadership and support of Visitor Operations staff to ensure delivery of the highest standards of customer service.
• Undertake staff coaching, training and development as required and follow agreed processes for any HR processes as required. 
• Support the district in any recruitment activity required; including sifting applications, conducting interviews and liaising with candidates as required. 
• Support and engage with district staff wellbeing and initiatives around this. 

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 District Visitor & Community Manager & other Monuments Managers across the District on partnership and community engagement initiatives and projects, including volunteering, weddings and other events.
• Role model a proactive, collaborative, outward-facing culture, thinking creatively about opportunities, developing networks internally and sharing the work and experiences of colleagues in the team within the District with the wider Directorate
• The role holder will be required to plan and manage demands on their own and their teams time and resources. 
• The role holder may also be required to travel to other sites within the district or region for the purpose of cover, to attend meetings or training or to assist with supporting other site activity. 

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. 
• Lead the team 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. 

Key requirements of the role:

In order for you to be successful in this post, we will be looking for you to submit a cover letter which addresses how you can meet each of the essential and desirable criteria (in up to 1,200 words), using examples of where you have demonstrated these criteria previously. Please ensure that you provide real life examples for each of the criteria to be considered for this post. You can use examples of how you have met this criteria from your work life, home life, education or volunteer experience. Please read our CV and Cover Letter Guidance first before completing, as you will only be eligible for selection if you use examples of how you meet the essential and desirable criteria.

Essential:

• Experience delivering high standards of customer service in a fast-paced environment.
• A genuine interest for working in the heritage tourism industry.
• Good knowledge of retail processes and procedures (including merchandising, stock management and ordering processes).
• Ability to interpret and instruct teams on correct procedures.
• Ability to apply knowledge or policy/procedure information to ensure tea resolve problems, complaints or issues.
• Skills and aptitude to plan, organise and develop others. 
• Good personal judgement, communication, stakeholder management and communication skills. 
• Willingness to travel occasionally (relevant expenses covered by HES)
• Willingness to work outdoors in varying weather conditions (suitable clothing will be provided).
• Willingness to work regular weekends and bank holidays as part of a rota and occasional out of normal opening hours to provide support for activity such as events.

Find out more about desirable skills and experience in our full job description: 20251022_Monument Mgr - Arbroath Abbey 2025 Job Description.pdf

We are dedicated to building a workforce which is reflective of diversity within Scotland. We warmly welcome applications from candidates of all backgrounds, regardless of age, race, gender or gender identity, religious beliefs, marital status, sexual orientation, disability, or neurodiversity. In support of our Gaelic Language Plan, we welcome applications from Gaelic speakers.

We want every candidate to have the best chance to succeed during the recruitment process. If you require your application in an alternative format, please reach out to us via email at [email protected] or call our Head Office at 0131 668 8600 and speak to a member of our People Team.

Please note that, at this time, we are unfortunately unable to provide sponsorship as part of the recruitment process, therefore you must have current right to work in the UK to be considered for a post.

To submit your application online, please read our ‘How to Apply’ followed by ‘Apply Now’ button to begin your application.