Vacancy -- Head Custodian (Caerphilly and Castell Coch)

Recruitment Principles

The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.

Vacancy Details

Economy, Skills and Natural Resources
EO - £24,415 - £28,150
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
South East Wales

Purpose of Post:

Cadw’s objectives include providing a world class visitor experience at our properties in care, increasing commercial performance through maximising the use of our monuments and increasing the benefits to communities by creating more opportunities for people to enjoy, learn about and take part in heritage activities. We also have a role in increasing awareness and enjoyment of the wider historic environment, and the need to care for it, for the well-being of present and future generations.

This role will lead a team of custodians and ensure efficient operational management of their teams and sites, They will also deliver excellent standards of customer service, while providing and highest possible levels of visitor safety, protection for their monument and wellbeing for their teams.  The role holders will also develop the business growth of their sites, grow community engagement and maximise the impact of their site on the local economy.

Key tasks:

Customer Service

  • Managing a safe, presentable and accessible site for visitors while ensuring protection of their monument
  • Coordinating their team and volunteers so that visitors to the site receive a warm and bilingual welcome and a consistently high standard of customer service.
  • Providing an efficient response to customer enquiries and ensuring complaints are investigated and lessons learned and communicated to their team
  • Developing retail and commercial income for their site and ensuring that the retail area is attractively presented and appropriately stocked.

Managing people and teams

  • Managing the performance of their teams and instilling a commitment to delivering excellent customer service.
  • Ensure that they provide a safe workplace for their teams and that their wellbeing is protected and any unacceptable behaviours are addressed,
  • Ensuring mandatory and job specific training is undertaken, additional training and development needs identified, and learning outcomes applied in the workplace.
  • Managing resources effectively and working within budget, while maintaining safety and visitor service standards.

Working in partnership with internal and external stakeholders

  • Developing a network of local contacts with tourism and heritage bodies and local businesses. Representing Cadw at local events and providing a contact for local  stakeholders
  • Working with Lifelong Learning and Events teams to develop and deliver an effective custodian-led and 3rd party managed events programme.
  • Develop a proactive strategy for their site to recruit and retain volunteers.
  • Acting as site lead contact for site hire, media visits and attending special outreach events and shows.

Health & Safety and Administration

  • Ensuring that safety of visitor and staff is a top priority and any incidents are investigated and mitigation put in place to avoid repeat.
  • Maintaining accurate records and ensuring financial procedures are undertaken as specified in the Welsh Government cash and accounting regulations, including completing monthly monument returns and implementing audit and governance guidance.

Development opportunities:

Cadw encourages staff to pursue opportunities for continuous professional development as well as supporting specific learning and development activities linked to business needs.

The role involves working closely with a range of local stakeholders in order to maximise the potential of these two heritage assets for the community and work within a professional organisation committed to developing and promoting Wales’ historic environment. 

Closing Date:

17/02/2020, 16:00

Disability Confident

Welsh Government accepts the social definition of disability, in which it is recognised that barriers in society act to disable people who have impairments or health conditions or who use British Sign Language. We are committed to removing barriers so that all (or potential new staff) can perform at their best. The Equality Act 2010 uses the medical definition of disability (“a physical or mental impairment which has a substantial and long-term impact on a person’s ability to carry out normal day to day activities”).

We guarantee to interview anyone who is disabled whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence in your application which demonstrates that you generally meet the level of competence for the role and any qualifications, skills or experience defined as essential. We are committed to the employment and career development of disabled people.

If you have an impairment or health condition, or use British Sign Language and need to discuss reasonable adjustments for any part of this recruitment process, or wish to discuss how we will support you if you were to be successful, please email as soon as possible and a member of the team will contact you to discuss your requirements and any questions you may have.

Welsh Language Requirements

The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace. 

The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.

No skills
Can hold a basic conversation in Welsh
Can understand parts of a basic conversation
No skills

Competencies / Job Specific Criteria


  1. Take initiative to suggest ideas for improvements, sharing this feedback with others in a constructive manner
  2. Display enthusiasm around goals and activities – adopting a positive approach when interacting with others 
  3. Work with team to set priorities, create clear plans and manage all work to meet the needs of the customer and the business 
  4. Set and achieve challenging goals and monitor quality

Job Specifics

  • Experience of leading and motivating a team in a pressurised customer-facing environment
  • Sound appreciation of customer service and quality of delivery.
  • Experience of managing and improving health and safety standards in complex workplaces and public places.

Assessment Process

Applications will be sifted, successful candidates with then be invited to an interview.

Other Information

Angaharad Howell - 02920883143 -

How to apply

All applications for this vacancy should be made online via the Welsh Government's online application system.  If you have a disability which would prevent you from applying on-line, please e-mail to request an application pack in an alternative format, or to request a reasonable adjustment related to a disability in order to submit your application.

To apply, you'll need to have an account on our online application system.  Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account.  Registration takes just a few minutes to complete.  You'll need an e-mail address to be able to register.  Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.  

If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.

For further information regarding the Welsh Government recruitment process, please see the Recruitment Guidance for External Candidates (link).

When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)

This vacancy is closed to applications.