Visitor Experience Supervisor Admissions - Stirling 4182 na Cultural Assets

Starting salary:  £27,519
Contract type:  Permanent
Grade:  2
Location:  Stirling Castle 
Working Hours:  35hrs per week
Interviews: To be held in person at Stirling Castle on Week Commencing 17th November 2025/To be held over MS Teams on Week Commencing 17 November 2025

Thank you for your interest in the post of Visitor Experience Admissions Supervisor with Historic Environment Scotland. Please see below for key information about the job, details on what roles are available and how you can apply. 

The Visitor Experience Admissions Supervisor is a new role, supporting the development and delivery of exceptional visitor experiences.

Overview of the post and information about the team

Stirling Castle is one of Scotland’s most popular paid visitor attractions, welcoming around 600,000 visitors each year.

 The Admissions Supervisor role plays an important role in supervising the team and efficiently delivering the highest quality of visitor experience. Working closely with the Admissions Deputy Management Team and admissions supervisors, you will be responsible for the day-to-day supervision of staff in the admissions team at Stirling Castle. Encouraging a culture of delivering world class customer service to our visitors and to maximise income from admissions, audio guides, souvenir guidebooks and car parking charges.

You will ensure the presentation of the site is second to none, working with your management team to create a seamless visitor experience.

You will enjoy problem solving, taking the initiative and working collaboratively whilst leading a team in the delivery of excellent visitor experiences.

Your role is operational and will require an understanding and delivery of core Visitor Experience Assistant related duties in addition to supervisory activity - such as processing till transactions, cash handling, cleaning duties, compliance and stock management.

For more information about the post and information about the team, please access the full job description for this post. 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

• Support the management team in leading a team of visitor experience assistants at your site in delivering exceptional visitor experiences. 
• Work with the management team to support developing the visitor experience at the site, including contributing to and attending any relevant team meetings. 
• Support the management team in ensuring the site is properly resourced and assist with any recruitment as required. 
• Act as the first point of contact for any complaints and look to resolve and escalate as appropriate. 
• Ensure compliance with health and safety, fire and security, HR and safeguarding procedures. Ensure health and safety processes and procedures are adhered to. 
• Support the management team in ensuring that the site is presented in a way to exceed visitor expectations. 
• Support the management team in team compliance with cash reconciliation, financial compliance, banking and reporting procedures. 
• Ensure appropriate processing of all retail and admissions transactions through the till. 
• Work as part of a team to ensure that the Quality Assurance grade is maintained and participate in local action plan delivery. 
• Support the management team with community engagement activity 
• Work as part of a team to ensure that the Quality Assurance grade is maintained and participate in local action plan delivery 
• This role requires the postholder to act as keyholder for the site. 
• The postholder will be required to work as part of a rota covering 7-day operations

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:

• Capable of navigating standard digital platforms and performing basic online tasks.
• Demonstrates effective communication skills with colleagues at all organizational levels.
• Passion for delivering the highest standards of customer service 
• Previous experience of leading a team 
• Experience in customer-facing roles.

Find out more about desirable skills and experience in our full job description 

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.