Visitor Experience Officer
1 month ago
Join the RSPB team as a Visitor Experience Officer and play a key role in delivering an exceptional visitor experience at our Ham Wall nature reserve.
About the Role:We are seeking a highly motivated and enthusiastic individual to join our team as a Visitor Experience Officer. As a key member of our team, you will be responsible for ensuring that every visitor has a positive and memorable experience at our reserve.
As a Visitor Experience Officer, you will work closely with our Visitor Experience Manager and Visitor Experience Assistant to deliver activities and events that promote our conservation work and engage visitors with our wildlife.
You will be responsible for managing and supporting a team of volunteers, leading them in delivering elements of the visitor operation on the reserve. This will include managing the catering operation, ensuring food hygiene and health and safety standards are met, and working with our Membership Team to facilitate and support Membership Fundraisers.
Key Responsibilities:- Deliver an exceptional visitor experience, ensuring every visitor has a positive and memorable experience at our reserve.
- Work closely with the Visitor Experience Manager and Visitor Experience Assistant to deliver activities and events that promote our conservation work and engage visitors with our wildlife.
- Manage and support a team of volunteers, leading them in delivering elements of the visitor operation on the reserve.
- Manage the catering operation, ensuring food hygiene and health and safety standards are met.
- Work with our Membership Team to facilitate and support Membership Fundraisers.
- Assist with the facilitation of family activities and events, contributing ideas and suggestions to enhance the visitor experience.
- Ensure the Welcome Area, together with its environs, visitor facilities, and equipment are maintained and presented to a high standard.
- Experience of delivering an exemplar visitor or customer service experience.
- Able to enthuse people to support wildlife and nature with good people engagement and communication skills.
- Experience of managing and training volunteers.
- Excellent verbal and written communication skills.
- Ability to plan and prioritise workloads.
- Good problem-solving skills.
- Ability to work on own initiative and under pressure.
- Ability to manage and respond quickly to customer needs and feedback.
- Ability to work as part of a team, to motivate and inspire people.
- Ability to build and maintain strong relationships.
- Previous experience of working in a catering environment and a clear understanding of food hygiene.
- Previous experience of planning and delivering events.
- Experience of working at a busy visitor attraction dealing with large volumes of visitors.
- Experience of managing and delivering against targets and KPIs.
- Health and Safety in the workplace.
Please note that this role includes working most weekends, bank holidays, and over Christmas (not including December). Lone working and working evenings will occasionally be required. This role is based in a remote location and own transport is required to move stock and equipment from the office to the reserve.
We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature's side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.
The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.
This role is not eligible for UK Visa Sponsorship - the successful applicant will need to have a pre-existing Right to Work in the UK in order to be offered an employment contract.
No agencies please.
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