Visitor Experience Team Leader

5 months ago


Highland, United Kingdom BIAZA Full time

RZSS Highland Wildlife Park
- Scottish Highlands**Contact**:
**Sector**:

- Hospitality/Catering**Type**:

- Paid**Contract type**:

- Part-time**Salary**:

- Please see description**The role**

Co-ordinate the daily visitor operations at Highland Wildlife Park, ensuring the delivery of an accessible, exciting, and secure visitor attraction, five-star customer service standards and income levels in line with agreed targets.

Act as duty manager on a rostered basis, liaising closely with the living collections duty manager and other colleagues. Manage incidents and their impact on visitors as and when they arise.

2 Roles available (includes weekend working):

- 1 x 12 hrs per week - Starting salary between £8,796 - £9,016 (offer based on experience)
- 1 x 18 hrs per week - Starting salary between £13,194 - £13,524 (offer based on experience)
- (1 x 30 hrs per week role can also be considered) - Starting salary between £21,990 - £22,540 (offer based on experience)

**Some of the things you’ll do**:

- Contribute to and support the delivery of commercial events at HWP including photography tours and seasonal events (including duty manager duties during events)
- Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable, and positive level of service on a daily basis
- Support and deliver customer service training, working alongside HR and other colleagues. Gather face to face visitor feedback.
- Support the induction process for visitor experience staff including departmental and technical (systems) training
- Support the complaint handling process, which includes responding to issues as appropriate

**What we’re looking for**:

- Educated to HND or equivalent qualifications or experience.
- Health and Safety qualifications or willingness to obtain.
- Understanding of diversity and inclusion issues/regulations.
- Good understanding and ability to engage with visitors
- Engaging customers empathetically to link or upsell our products.
- Providing first-class customer care and service, including dealing with customer queries.

**What you’ll get in return**:

- 34 days annual leave (pro rata)
- Discount in both retail/catering
- Access to a healthcare plan
- Employer contributory pension scheme
- You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoo’s across the UK.

Please see the role profile for further information on what the role involves and essential/desirable criteria.


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