Customer Experience Assistant

RECRUITMENT PACK

Customer Experience Assistant

CONTENTS

About Live Borders

A message from our CEO

The Role

Key Responsibilities

Knowledge and Experience

Packages and Benefits

Next Steps

ABOUT LIVE BORDERS

Live Borders is a forward-looking charitable trust at the heart of the
Scottish Borders, delivering active, creative, heritage, life-long learning
and community services that make a real difference to people’s lives.

We exist to help communities thrive - physically, creatively and socially.
Every day, our teams support people to be active, curious and
connected, whether that’s through sport and fitness, libraries and
learning, arts and heritage, museums, events or community
programmes.

Since our establishment in 2016, Live Borders has brought together
sport, leisure, culture and learning services into one organisation with a
shared purpose: to improve wellbeing, reduce inequality and strengthen
communities across one of Scotland’s most distinctive regions.

A PLACE-BASED ORGANISATION DELIVERING SOCIAL IMPACT

The Scottish Borders is a unique place - rural, diverse and deeply connected
to its communities. Live Borders reflects that. We deliver services across
towns, villages and rural communities, reaching people of all ages and
backgrounds.

Each year, we support more than a million visits to our sport and leisure
facilities and hundreds of thousands of visits to our cultural venues and
services. But our ambition goes beyond numbers. We want to ensure that
what we offer is relevant, inclusive and responsive to the changing needs of
the communities we serve.

We reinvest every penny we generate back into services and communities,
ensuring public value and social impact sits at the heart of everything we do.

A TIME OF OPPORTUNITY AND CHANGE

Live Borders is on an exciting journey. With new leadership and a clear focus
on impact, we are strengthening how we engage with communities, partners
and stakeholders, and how we tell our story.

This is a place for people who want to make a difference - who are motivated
by purpose, but also excited by change, improvement and innovation.

A MESSAGE FROM OUR CHIEF EXECUTIVE

Thank you for your interest in joining Live Borders.

Live Borders plays a vital role in the life of the Scottish Borders. Every day,
our teams support people to be active, creative, curious and connected,
through active living, creativity, culture and heritage, learning and community
services. The impact of this work is felt across our communities, and it matters
deeply.

We are a values-led organisation with a strong sense of purpose, and we are
also one that is evolving, responding to the changing needs of our
communities, the challenges facing the public and third sectors, and the
opportunities ahead of us. This is a moment to be ambitious, thoughtful and
bold about how we deliver our services and how we engage with the people
we serve.

Everyone who works at Live Borders plays a part in our success. We are
looking for people who care about people and place, who bring ideas,
enthusiasm and commitment, and who want to do work that makes a positive
difference. Whether your role is frontline, operational, specialist or strategic,
you will be supported to contribute, grow and do your best work.

At Live Borders, we value openness, inclusion and teamwork. We believe that
empowered people deliver the best services, and we are committed to
creating an environment where our teams can grow, develop and do their best
work.

If you are motivated by purpose, excited by change and keen to be part of an
organisation rooted in community and impact, I encourage you to consider
joining us.

I look forward to welcoming you to Live Borders.

Catriona McAllister
Chief Executive
Live Borders

THE ROLE

Hours:

25 per week

Location:

Heart of Hawick

Salary:

Grade 1 £12.60 - £13.07

(£24,308.97 - £25,215.74)

Job Purpose:

The Customer Experience Assistant will act as the first point of contact
for customers across all our facilities and services, promoting a
friendly, clean and welcoming environment and ensuring an excellent
customer experience.

KEY RESPONSIBILITIES

Responsibilities:

Ensure the Customer Experience is of the highest standard so that the
reputation of the service is enhanced and sales targets are achieved.

Meet and provide an excellent welcome for visitors to the venue.

Accurately deliver local visitor information using a range of resources
including, on site materials and digital tools.

Collect and record sale data.

Promote personally and collectively the ethos of complete customer care in all
areas of the service within and out with the venue.

Carry out ticketing and retail sales to the public
(operating computerized till and ticket booking system),
accurately follow cash handling, cashing up and
reconciliation procedures.

Maintain health and safety and hygiene in all areas and to
assist in the event of an emergency.

Display, prepare and serve food/beverages.

Follow all alcohol sales procedures.

Ensure quality and offering of service is maintained.

Control stock rotation and manage stock levels.

Adhere to Environmental Health standards, recording
temperatures, personal hygiene, cleanliness of work
area/customer areas and bar.

Follow daily cleaning and housekeeping tasks associated
with maintaining an excellent customer service
experience, including but not limited to; clearing tables
and disposing of waste food, washing up, cleaning of
equipment and stores.

Any other duties as specified by Supervisor or Manager.

Other details:

Requirement to work out of hours or weekends – regular
evening and weekend work will be required.

Any training required will be provided.

EDUCATION

Essential

Assessed  Desirable

Assessed

Good standard of education

A

EXPERIENCE

Essential

Assessed  Desirable

Assessed

Experience in a customer service role

A/ I

Experience of cash handling

A/ I

Experience in a food service role

A/ I

Customer Service Experience

A/ I

SKILLS AND KNOWLEDGE

Essential

Assessed  Desirable

Assessed

Communication skills

I/ R

Verbal and numerical skills

I

Ability to use initiative

I/ R

Problem solving

PERSONAL ATTRIBUTES
Essential

Assessed  Desirable

Assessed

Warm, friendly and personable

A / I / R

KEY

App – Application;

Int – Interview;

Ref – Reference;

Test – Test

OTHER DETAILS

•  Undertake any other reasonable duties which may be requested by Live

Borders

•  Requirement to work out with normal hours (evenings/weekends):

Occasional, by arrangement

•  Full UK Driving Licence and access to vehicle essential.
•  Live Borders offers a flexible working environment, with a hybrid

approach.

PACKAGES & BENEFITS

Pension: Starts with a 5% company contribution into an Aviva scheme, increased to
10% after 2 years service. After 5 years service, you can join the Local Government
Pension Scheme (current company contribution is 17%)

Holidays: Starts at 30 days of annual leave plus 4 public holidays (for Christmas and
New Year). Increases with service up to a maximum of 35 days after 6 years’ service.

Free membership at our Gyms & Swimming Pools

Free entry to our Attractions (e.g. The Great Tapestry of Scotland, The Jim Clark
Motorsport Museum)

Death in Service benefit of 3 times salary

ASVA membership: We are a corporate member which means staff can get free access
to other member attractions, including Edinburgh Zoo and Historic Scotland sites.

Cyclescheme: Saves the employee tax and NI contributions on the purchase of a new
bike and accessories

Help@Hand: Employee assistance programme which includes a variety of services
including a 24 Hour advice and information line with support including -

•  Counselling and legal information

•  Financial Support

•  Remote GPs: where employees can arrange a call back from a practising UK GP

24/7

•  Savings and discounts - access savings and rewards across a variety of big

brands

NEXT STEPS

If you would like more information or an informal chat about the role, please
contact Lauren Beattie lauren.beattie@liveborders1.org.uk

If you would like to apply for this post, head to
https://liveborders.bamboohr.com/careers

Hours:

25 per week

Location:

Heart of Hawick

Salary:

Grade 1 £12.60 - £13.07

(£24,308.97 - £25,215.74)

Closing Date:

Monday 23rd March 2026

The selection process can include different forms of assessment along with
a formal interview. You will be advised of this if your application is
successful.

If you have a disability and need assistance in completing your application
form, please contact our people team recruitment@liveborders.org.uk  to
discuss your needs.

We look forward to receiving your completed application.