Front of House Assistant

RECRUITMENT PACK

Front of House 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:

14.5 – 29 weeks and 9 for 4 weeks

Location:

Coldstream Museum

Salary:

Grade 1 £12.60 - £13.07

(£24,308.97 - £25,215.74

We are looking for a dynamic, friendly and confident person for Front of
House at Coldstream Museum. This is located on the site of Coldstream
Priory, later the location of General Monck’s headquarters in 1659. The
successful candidate will join the friendly team providing our visitors with
a world-class experience this museum in the Scottish Borders. You will
be customer-focused, with a friendly and approachable manner as well
as an eye for detail. Principal duties include covering reception and
welcoming visitors, ensuring they receive a first-class service. Other
duties include assisting with the day-to-day operation of the museum,
selling tickets and retail goods, ensuring exhibition, sales and retail stock
items are presented to a high standard and recording visitor and sales
figures. The post involves light cleaning duties along with an element of
security and key holder duties. An interest in local history and a
knowledge of the local area would be a bonus. This is a seasonal post
that may involve weekend working. There is scope for
occasional additional hours to cover holidays and absences.

KEY RESPONSIBILITIES

•  To take an active role with the day to day running of the venue. Including running reception desk, gift shop,

room bookings and display area operations. Key function is to provide first class services to the visiting
public.

Job Purpose:

•

Responsibilities:

•  Provide a first-class visitor experience at all times and act as a role model for excellent customer service.

•  Undertake reception duties, (e.g. admission of members of the public, dealing with enquiries, process

bookings and retail sales using electronic systems, issuing customer research
paperwork, maintain and monitor electronic records, etc.).

•  Work in the attraction shop/retail area, actively selling merchandise, merchandising, restocking and rotating

stock as well as ensuring general up keep of the area.

•

In line with legal and operational guidelines, process cash and card transactions, bank income and
complete daily and weekly income records.

•  Proactively encourage visitors to make a donation to support their visit, actively upselling benefits of

contributing through donations.

•  Actively and accurately deliver visitor information on the attraction, other Live Borders facilities and the

wider visitor/heritage economy of the Borders and beyond using a range of resources including on
site materials and digital facilities.

•  Dealing with general enquiries and relaying these to relevant staff where appropriate, recording data

relating to offers of prospective loans or donations received from the public.

•  Assist with the proper security of the venue, including key holding duties.

•  Follow daily cleaning and housekeeping tasks associated with maintaining an excellent customer service

experience, including but not limited to; emptying waste bins, dusting, glass cleaning and vacuuming,
customer toilet checks throughout the day, welcome area outside building is clean and well presented. This
work will involve some handling and lifting abilities and use of standard cleaning equipment.

•  Liaising with the Assistant Curator/Supervisor regarding matters relating to the museum,

displays, collections and facilities as per agreed procedures. Ensure that museum displays are fit for
purpose i.e supplies of hands-on material are adequate, electronic equipment is in working order,
displays/interpretation are in place.

•  Assist at events including, private views, education activities and group visits.

•  Undertaking minor maintenance/repairs as directed to the displays, fixtures and fittings, including replacing
light bulbs (where possible), monitoring environmental conditions (where appropriate) and ensuring that all
matters of significance are recorded appropriately and reported to Assistant Curator/Supervisor for
attention.

•  Undertake occasional work on the museum collections as directed including compiling and checking paper
records, museum paperwork duties, data collation and input, answering enquiries and re-packing boxes of
museum objects as per established procedures.

•  Build and maintain good working relationships with colleagues within the organisation

•  Comply with, and ensure compliance with, all Live Borders policies and procedures

•  Ensure services meet Health and Safety standards established by Live Borders

•  As an employee you must take reasonable care for the health and safety of yourself, other employees and
anyone else who may be affected by your work activities carried out. Employees shall work in accordance
with policies, procedures, information, instructions and / or training received.

•  This job description is indicative of the nature and level of responsibility associated with the job. It is not
exhaustive and there may be a requirement to undertake your duties in another Live Borders venue to
meet requirements of the Service or Live Borders.

KNOWLEDGE & EXPERIENCE

EDUCATION
Essential

Assessed  Desirable

A good all-round standard of education

A

Recognised Customer Care C
ertificate

EXPERIENCE

Essential

Assessed  Desirable

Minimum 1 years’ experience of
working with people as customers

A

Reception/ Front of house wor
k in a tourism business

Assessed

A/Int

Assessed

A/Int

Experience of cash handling

A

Sales/ retail experience

A/Int

Team working

A/Ref

Keyholding and setting security
 alarm systems

Computerized booking, use of
EPOS systems

A/Int

A/Int

Foreign language skills

A/Int

SKILLS AND KNOWLEDGE

Essential

Assessed  Desirable

Assessed

Excellent verbal and written communic
ation skills

A/ Int

Knowledge of local area and in
terest in museums, local histor
y and heritage

Numeracy skills

A/Int

IT proficient

Int

Int/T

Personal Attributes

Essential

Assessed  Desirable

Assessed

Willingness to carry out lone working
and to comply with a lone working
telephone call in system

Ability to work to direction of the
Supervisor/Assistant Curator

Int

Int

Good timekeeping

App/Int/Ref

Ability to contribute confidently in a
variety of team settings and work with
a wide variety of people and
organisations

Int

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 Shona Sinclair ssinclair@liveborders1.org.uk

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

Hours:

14.5 – 29 weeks and 9 for 4 weeks

Location:

Coldstream Museum

Salary:

Grade 1 £12.60 - £13.07

(£24,308.97 - £25,215.74

Closing Date:

Sunday 15th 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.