Zoo Team Leader

3 months ago

London, United Kingdom Kidspace Adventures Holdings Full time

**Zoo Team Leader - Hobbledown Heath - Hounslow, West London**

Hobbledown Heath is recruiting for a Full time Animal Team Leader to support the Zoo Manager in overseeing the team and managing the animal collection.

This role is for all animal sections including; small mammals (including primates), birds, hoofstock, and domestics.
- Full Time, Permanent contract

About the role

The animal team leader is responsible for overseeing the daily operations of the Animal team, as well as ensuring high standards of welfare and husbandry for the animals.

The team leader will ensure that all team are prepared for the days operation, the team are briefed and trained on the area/section/unit that they are designated to do, and that all processes are followed and recorded using daily paperwork/digital audits.

Leading by example, they will deliver outstanding guest service and ensure that the teams in their care demonstrate high service standards consistently.

The animal team leader will demonstrate sound levels of knowledge and understanding relevant to Animal Standard Operating Procedures, Regulations, and legislations such as SSSMZP, Zoo Licensing, NFAN and the BALAI Directive. Maintains outstanding levels of biosecurity and cleanliness and ensures the team adhere to the training received.

Records and files (or digital audits) all required paperwork such as opening, closing, DSR’s and ZIMS management. They will also ensure the cleanliness and presentation of the park on a daily basis.

Can perform specific tasks on various systems that may include Trello, ZIMS, Fuse Metrix and Teams.

This role will also be required to carry out specific training, i.e., Section training, equipment training, operational management, COSHH and husbandry and welfare training.

Main Responsibilities

1. Operations
- Responsible for general day to day running and ensuring the animal team adhere to complete their daily health and safety audits (if required) and checklists.
- Lead the team to deliver a fantastic and safe visitor experience.
- Contribute to positive visitor feedback by leading by example.
- Work safely to protect themselves, the team around them and our guests and animals.
- Ensure the respective area is clean, tidy, and well presented at all times.
- Report any operational issues that are safety, guest service critical or commercial impact through the correct channels, i.e. to the Duty Manager or line manager promptly.
- Ensuring the conditions of the animals are suitable and reporting any problems to the Line Manager and other relevant departments required to support the work needed.
- Observing the behaviour, health and security of animals and reporting any problems to the Line Manager.
- Manage the daily duties of the department by organising the workload for the team, volunteers, and daily schedules of schools and animal experiences.
- The ability to take the lead in an animal escape or emergency.
- Adhere to all Safe Systems of Work and Species-Specific Operation Protocols (SOP’s) for animals and set the example for the team.

2. Ad hoc Training & Systems
- As a team leader, there may be technical or specific training relevant to the department, ensure any training for team is documented and recorded adequately and passed to line manager to record on Bamboo or held on file.
- Ensure new team members are buddied up accordingly and any training is recorded, i.e., Animal section training, and Standard Operating Procedures.
- Sound knowledge will/may be required on Trello, Xcenta, iauditor and Fuse Metrix. If issues are experienced, can quick fix or raise issues through the correct channels to minimise disruption to guest experience or team efficiency.
- Assist Zoo Manager with team training and supporting animal team.

3. Customer Service
- Leads by exceptional example on all guest facing activities.
- Confident in challenging and supporting peers to deliver a safer and better experience for our guests/team.
- Confident in dealing with guest conflict and guest resolution.
- Ensures good communication and the same levels of service provided to guests to internal customers.
- Deal with team and guest enquiries, feedback, and complaints in a timely manner and report to line manager
- Deliver educational and interactive public talks, workshops, and experiences, including our popular Junior Zookeeper for a Day.

4. Marketing
- Ensure all departmental guest communications contain all the correct updated marketing material, i.e., posters, walkthrough opening times.
- Provides regular feedback to line managers from guest/team feedback on the day.
- Follows social media guidelines on social platforms.
- Is aware and can brief teams on specific events/product offering.

5. Financial
- Be aware of team wage/labour budgets for the day to ensure agreed daily budgets are adhered to and/or decreased/increased to meet operational demands.
- Looks after equipment/stock/buildings in their care and reports any issues with missing/fa

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