Visitor Services Officer

Want to work in one of the most influential places in Scotland? Now is your chance!
This is an excellent opportunity to join the Visitor Services (VS) team as a Visitor Services Officer. We have two fixed term posts available. These may be extended, or become permanent, subject to the outcome of a review of our service.
VS is made up of approximately twenty staff with a variety of work patterns and is one of the main public-facing teams in the Scottish Parliament. The Office sits within our Directorate of People, Communications, and Inclusion.
The team provides a range of services for the Members of the Scottish Parliament (MSPs), their guests and other visitors to the Parliament and they’re currently developing new services online. Having led on the successful attainment of a Visit Scotland Five Star award, VS provides innovative and popular services and facilities to a world-class level and quality which support the Parliament’s public engagement strategy and activities.
Key activities include general office administration; organising and booking of tickets for Parliamentary business sessions, tours and events using digital booking systems; staffing the Visitor Information Desk; general visitor management and reception; providing support for major and regular events and delivering the guided tours and talks programme. The Parliament Shop is also part of Visitor Services operations and therefore sales, cash-handling and stock-processing duties are included in this role.
Reporting to a Visitor Services Supervisor, you‘ll ensure that activities are delivered according to high standards, consistently and with an excellent demonstration of high-quality service. You’ll be responsible for delivering our services and key activities.
You’ll be experienced in working with the public in a busy visitor or customer service environment and will have exceptional customer care skills. You’ll be able to demonstrate a proactive approach and will have a high level of accuracy and attention to detail. With excellent communication skills, you’ll have the ability to communicate effectively to a wide range of service users and speak publicly to a diverse range of audiences both internally and externally.
You’ll have the ability to develop and maintain positive working relationships, especially across publicly engaging offices.
We offer a great range of benefits including: 41.5 leave days (including public holidays), flexible working, paid professional subscriptions, family-friendly policies, Season Ticket advance loans, an onsite gym facility, Health and Wellbeing Schemes including discounted gym membership, a confidential counselling and information service, and the Cycle to Work Scheme.
You’ll also have the opportunity to join the Alpha Civil Service pension scheme, where we’ll offer you an employer contribution of 28.97% of your basic salary.