Visitor Service Officer

5 months ago

Rugeley, United Kingdom Forestry Commission Full time

**Details**:
**Reference number**:

- 342459**Salary**:

- £23,098 - £23,098- 29.5 hours per week. Flexible working, 7 day rostered including weekends bank holidays, and evenings.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer- Pay Grade 6b**Contract type**:

- Permanent**Business area**:

- FC - Forestry England**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Rugeley, West Midlands (England), WS15 2UQAbout the job

**Job summary**:
The Central Forest District has responsibility for the management of some 30,000ha of the Nation’s Forests within a triangle formed by Liverpool, Hull, and Milton Keynes. This gives rise to a large diversity of users, customers, neighbours, and pressures, all of which are interacting on a varied backdrop of land uses.

The district has a large resident population and manages 6 significant visitor centres as well as three Community Woodland areas and a high number of other accessible woodlands. We have hundreds of volunteers helping across the district contributing over 50,000 hours of volunteer time each year.

The post will be based at Cannock Chase Forest Centre, within the county of Staffordshire, located north of Birmingham. The forest centre sees approximately 400,000 visitors per year undertaking numerous outdoor activities. The site visitor facilities include car parks, toilets, Grounds cafe, GoApe, Cannock Chase Cycle Centre, play areas, waymarked walking, horse riding, running and cycling trails and several Public Rights of Way.

This is an exciting opportunity to be a visitor service officer and be part of the Cannock Forest Centre team. We are looking for someone with excellent customer service skills, an eye for detail, be able to work in a fast pasted environment, be a team player, be able to prioritise different situations, and have a love of Forests and Cannock Chase.

**Job description**:
The forest centre has a small team required to cover the forest centre 364 days a year, therefore the successful applicant will work as part of a seven-day roster, and including regular weekends, public holidays, evenings and out-of-hours events. The post holder will support the forest centres to ensure visitors receive a high-quality experience and that the facilities remain fit for purpose and safe. You will actively promote high health and safety standards and maximise income streams.

**Key work areas**:
Income generation and carpark management
- Lead on the daily supervision of the ANPR car parking system
- Lead on monitoring of car parks, ensuring systems are in place to maximise capacity and take action accordingly.
- Lead on the supervision of the overflow car parking when necessary
- Ensure that all machines are working, and issues reported by customers are investigated, and if not fixable, covered over and reported to designia
- Support the selling of trail maps, activity packs and Forestry England Memberships as well as providing advice and information to visitors
- Lead on all aspects of the commercial offer including room bookings, ordering, merchandising, sales and retail administration.
- Take an active approach to the promotion of the local and national membership scheme, promoting the benefits and value to visitors both face to face and electronically.

Customer Service
- Deliver exceptional ‘front of house’ customer services to visitors, at the welcome point and when out in the forest at all times
- Say “Hello” to as many customers as feasible when out and about in the forest
- Answer the duty phone immediately, following the pre-written message, using the generic scripted answers to frequently asked questions
- Support the volunteering programme by being friendly and approachable to volunteers, assist in arranging tools and materials, carrying out site checks and offering advice

Facility Management
- Carry out a routine inspection every morning before 9am, according to the zonation map, ensuring that all facilities are fit for purpose, litter free, signage/marketing current and appropriate. Facilities include outdoor furniture, trails, buildings and play equipment. Defects must be reported to supervisor in a timely manner appropriate to the urgency of the defect, completing all reports and records as necessary
- Carry out regular toilet checks throughout the day, according to the schedule
- Undertake a range of outdoor and countryside maintenance tasks using a variety of tools and equipment. Tasks may include construction and repairs to fencing, waymarker post installation, vegetation management, trail surfacing repairs, etc
- Undertake a range of housekeeping tasks that includes litter picking, emptying of bins, cleaning of toilet facilities, cleaning of buildings, infrastructure and facilities.
- Carry out other s

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