Vacancy -- Custodian - Multiple roles available

Working for the Civil Service

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.

The Civil Service Code sets out the standards of behaviour expected of civil servants.

Vacancy Details

Economy, Treasury and Constitution Group
Cadw - Visitor Services
Team Support - £22,150 - £25,620
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Various locations
Blaenavon Ironworks, Caerleon Roman Baths, Castell Coch, Caerphilly Castle, Cilgerran Castle, Chepstow Castle, Conwy Castle, Harlech Castle, Laugharne Castle, St. Davids Bishops Palace, Strata Florida Abbey, Tintern Abbey, Tretower Court and Castle and Caernarfon Castle

Purpose of Post:

Cadw aspires to provide a world class visitor experience at the sites in its care. Alongside our statutory responsibility to conserve and promote public access to these sites we are committed to making the sites enjoyable, relevant and stimulating places to visit.

Custodians have a vital role to play in achieving these commitments by providing excellent standards of customer service and community engagement and, ensuring that the site operates efficiently and safely.

Key tasks:

Custodians work as a team, led by a Head Custodian, or at smaller sites a Lead Custodian, to provide high quality customer service to visitors. The custodian undertakes a range of practical duties to welcome and assist visitors, maintain high standards of presentation and safety and sell admission tickets, souvenirs and publications to the public. Custodians will be expected to undertake the following duties:

  • Providing a warm and courteous bilingual welcome, identifying visitors’ needs and seeking to assist them in enjoying their visit
  • Responding effectively to visitor queries about the site, its history, facilities, additional services (e.g. education, events, and private hire), Cadw and the local area
  • Taking action so that the site is safe, presentable and accessible for visitors, participating in daily site checks
  • Supporting the planning and delivery of local promotional activity and events and working with Cadw colleagues to support special events and activities with the objective of increasing visitors, dwell time, spend, satisfaction and learning outcomes
  • Supporting the development of the site’s role within the community, liaising with local interest groups, tourism and heritage bodies and businesses
  • Handling cash and undertaking financial procedures as specified in the Welsh Government cash and accounting regulations, including following audit recommendations and governance guidance
  • Producing or assisting in the production of monthly returns in line with Welsh Government financial guidelines and production of additional monument performance information, as required
  • Selling admission tickets, souvenirs and publications, taking action, so that the retail area is attractively presented and appropriately stocked
  • Supporting wider Cadw income generating initiatives, by selling memberships and promoting other sites

Development opportunities:

The role provides excellent experience with working in a busy and demanding customer service environment and could be a suitable role from which to start a number of careers within the heritage sector.

The opportunity to train in customer service with the Institute of Customer Service.

The opportunity to take part in guided tours.

Closing Date:

02/12/2022, 16:00


Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:

Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.

Equality and Diversity

The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.

We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.

We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.

We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.

Disability Confident

A Great Place to Work for Veterans

This vacancy is part of the Great Place to Work for Veterans initiative.

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.

Can read some basic words and phrases with understanding
Can hold a basic conversation in Welsh
Can understand parts of a basic conversation
Can write basic messages on everyday topics

Social Partnership

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our 3 recognised trade unions are:
•         PCS
•         Prospect
•         FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
•         pay
•         terms and conditions
•         policies and procedures
•         organisational change.

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.

Competency behaviours required for the role

Changing and Improving

  • Review working practices and come up with ideas to improve the way things are done. 

Making Effective Decisions

  • Speak up to clarify decisions and query these constructively.

Managing a Quality Service

  • Actively seek information from customers to understand their needs and expectations and manage information appropriately.

Delivering at Pace

  • Participate in quality assurance of products or services.

Job specific criteria

Experience of working a busy public-facing customer service role, ideally in a heritage, retail, leisure or tourism environment.
Ability to undertake cash handling procedures and produce and analyse basic financial information.
Ability to communicate confidently and effectively with customers and deliver excellent customer service.

Assessment Process

Applications will be shortlisted and candidates who are successful at the shortlist will be invited to attend an interview.

Other Information

  • Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
  • Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
  • For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
  • Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.

Custodian rotas are based on a seven day working week and include weekend, evening and bank holiday working.

Full and part time roles available.

Jackie Arrowsmith - 03000 259079 or Angharad 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 an impairment which would prevent you from applying on-line, please e-mail request an application pack in an alternative format, or to request a reasonable adjustment related to an impairment 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)

Grievance and Complaints

Anyone who believes they have been treated unfairly, or has a grievance or complaint, about how the process was conducted should either write to the Head of Resourcing, Welsh Government, Cathays Park 2, Cardiff CF10 3NQ or email  If you are unhappy with the outcome of the complaint raised with the Welsh Government and feel that the principles of appointment on merit through fair and open competition have not been met you have the right to pursue your grievance with the Civil Service Commission.

This vacancy is closed to applications.