Visitor Experience Team Leader

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: 

• Line manages visitor experience assistants and assist with gate (sentry), administration, on-site transport, car park and customer service, e.g. telephone and email handling
• 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.

Shortlisting of applications and interviews for this position will take place while the advert is live; the advert will close once a successful candidate has been found. Interested candidates are therefore encouraged to submit applications as quickly as possible.

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