Volunteer Visitor Services Assistant

  • VO82629


The purpose of this role is to greet, serve & assist visitors at the reception desk and gift shop within the visitor centre at Abbotsford. Our Visitor Services Volunteers are the face of Abbotsford and play an important part in welcoming visitors from all around the world, ensuring the best possible visitor experience. This role involves a variety of customer service tasks based in and around the reception desk.

Visitor Services Volunteers are also involved in events at Abbotsford. As an exceptional visitor attraction, public events at Abbotsford play an important role in our commitment as a charitable trust to engage with the local community. In addition to providing retail and customer service support during events, volunteers can help with a range of other activities as a Volunteer Events Assistant (see separate role description). Whether giving a hand with the set-up arrangements before an event starts, helping with family craft activities or welcoming visitors, our volunteers will enjoy a huge variety of activities within a close team. Our events mostly take place at weekends and evenings.

Tasks involved

• Greeting visitors at the reception desk
• Ensuring safety and wellbeing of visitors and staff by adherence with good health and safety practice and any mitigating measures during Covid-19 pandemic
• Processing admission tickets upselling gift aid, guidebooks, garden tours and any other events on site
• Offering directions and guidance to visitors on the shop floor and in VC including giving information on other places of interest within the Borders
• Handling cash and credit card transactions
• Promoting Abbotsford membership schemes, promotional offers & cafe
• Assisting with retail display; cleaning, tidying and restocking

Skills and experience

• Excellent communication skills.
• Friendly, helpful and welcoming approach to all.
• An interest in meeting and speaking to people from all walks of life and all around the world.
• Commitment to excellent customer service.
• Confidence with cash handling, credit card processing and sales (previous experience is desirable, but not essential as full training will be provided).
• Confidence with operating an EPOS till system (previous experience is desirable, but not essential as full training will be provided).
• An interest in and willingness to develop own knowledge of Sir Walter Scott and his descendants, Abbotsford and the Borders.
• As the public face of the Abbotsford Trust, volunteers are requested to present themselves in a manner appropriate to their role.


• Interested applicants will be asked to complete a Volunteer Registration form.
• Applicants will be invited for an interview about the role.
• Details of two references will be requested.
• If accepted, you will be invited to attend some days on site for induction, briefing and training, including a tour of the site.
• All volunteers undertake a trial period of one month.

Organisation aims and objectives

Abbotsford is the home of the 19th century writer Sir Walter Scott and is run by The Abbotsford Trust, a registered Scottish charity. We offer a five star visitor experience to visitors from across the world including the historic house and collections, 100 acres of designed landscape, formal gardens, a free Visitor Centre with an exhibition on Sir Walter Scott, play trail, gift shop, restaurant, events and special exhibitions.










Typically one day per week, including weekends. 3.5 hour shift, usually 11am-2.30pm. Hours may vary for events.


Travel details: This role will take place within the Visitor Centre at Abbotsford, Melrose, Scottish Borders.


Expenses paid: Yes
Expenses details: • Volunteers are entitled to claim the costs of travel from their home to Abbotsford (conditions apply). • Volunteers are eligible for a 10% discount in Ochiltree’s café, 10% discount on the cost of admission to events and 20% discount in the gift shop (conditions apply).
Training details: • Induction – volunteers will undergo an induction process which includes a first day induction with their volunteer manager, a general induction group session introducing them to the Abbotsford Trust, a guided tour of the house and gardens and several shadowing sessions. Additional role-specific training may be required. • On-going training – training will be provided as and when necessary. • Support – volunteers will receive regular support through their volunteer manager who will be their main point of contact for information, queries, advice and feedback
Support: Named Contact For Volunteer,
Wheelchair Access/Disabled Access Toilet

Last updated a month ago

Please note, organisations are currently experiencing a large volume of enquiries from people looking to help out. They may not always be able to meet this demand so please be patient, you may not receive a quick response or be assigned to a role.