Visitor Services Supervisor - Retail - Glencoe

This role offers an exciting opportunity to use your retail expertise in a meaningful way. Youll lead a vibrant team at this fast-paced site, ensure smooth day-to-day operations, and inspire visitors to connect with the stories that make Glencoe so special, all while achieving ambitious retail targets and customer service goals.

Join the leadership team at NTS Glencoe National Nature Reserve and Visitor Centre, one of the National Trust for Scotland’s most iconic sites, welcoming over 500,000 visitors a year. As Visitor Services Supervisor – Retail, you’ll play a key role in creating exceptional visitor experiences, enabling our charity to generate the income that supports the conservation of this important site.

Posibility of accomodation to rent, please highlight if desirable.

• Supervise and inspire a team of permanent and seasonal Visitor Service Assistants (VSAs).
• Provide ongoing training and coaching, enabling the team to deliver exceptional service.
• Support the preparation of staff rotas to ensure our operation is effectively resourced.

• Lead by example to offer every visitor outstanding customer service, setting high standards for the team.
• Gather and respond to visitor feedback to continually improve the retail offer.
• Inspire visitors by sharing stories about Glencoe and the impact of their spending with our charity.

• Achieve retail income targets, contributing to an annual goal of > £1.5 million in sales.
• Create eye-catching and engaging displays to maximise sales opportunities.
• Nurture a culture of upselling and cross-promotion among all retail staff.
• Optimise stock management processes, including deliveries, inventory, and stock-takes.
• Monitor commercial performance, adjusting activities to capitalise on opportunities.

• Act as a Duty Manager for the whole site, overseeing smooth and safe operations, including opening/closing and handling any on-site issues.
• Promote additional income streams, including memberships, donations, and food & beverage.
• Champion environmental sustainability in all activities, including energy use and waste disposal.
• Contribute photos, videos, and story ideas for social media and promotional materials.