Discovery Ambassador

About us 

The Royal Zoological Society of Scotland (RZSS) is a wildlife conservation charity with a bold vision: a world where nature is protected, valued and loved.

Edinburgh Zoo and Highland Wildlife Park are our gateways to the natural world through which people can experience nature.  

We have four vacancies for this fixed term, seasonal, role.

• One for a 7 month contract to start Monday 23rd March - Saturday 31 October (part time 30 hrs per week, 5 out of 7 days inc. weekends).
• Three for a 3 month contract to Start Monday 1 June - Monday 31 August (part time 30 hrs per week, 5 out of 7 days inc. weekends).

The role

Providing a first-class service to visitors to RZSS Edinburgh Zoo in a varied and exciting role engaging with visitors and communities ensuring a high standard of customer service always. You will deliver a range of innovative and creative activities, talks and tour programmes to engage and excite visitors in support of RZSS’ vision and mission. 

Some of the things you'll do

• Deliver discovery and learning talks and presentations and act as an RZSS ambassador in accordance with our vision and mission to protect, value and love nature. 
• Provide first-class customer service by maintaining a positive, welcoming environment, proactive and helpful attitude to all visitors and colleagues to meet/exceed our Visitor Experience Standards, e.g. provide a personal, knowledgeable, and positive level of service daily. 
• Working with the team, engage with and support a diverse range of visitors and audiences, ensuring your message is engaging and consistent with team objectives and in line with RZSS’ mission and vision whilst providing first-class customer care and service, e.g. answering visitor queries and undertaking engaging activities. 
• Proactively ensure your knowledge of RZSS, our conservation work and species within the collection is thorough and up to date, e.g. attending team meetings, accessing team brief. 
• Contribute to ideas which help in creating positive visitor engagement suggesting ideas for development, e.g., Property & Estates and Interpretation. 
• Work closely across relevant teams to deliver and support an agreed range of activities and events  
• Support the wider discovery and learning team in their engagement activities.  
• Respond to unexpected situations (minor customer complaint) in a professional manner and seek advice and support from your line manager when required.

What we're looking for:

• Good achievement in standard grades (or equivalent), including English or equivalent experience in a similar role 
• Knowledge and understanding of what makes five-star customer service 
• First-class customer service, e.g. interpersonal skills and ability to engage with a wide range of individuals, e.g. the public, internally and externally.
• Engaging customers empathetically to provide information, engage and deal with queries  
• Ability to adapt and tailor delivery of messages to diverse audiences 
• Confident presentation skills, e.g. about animals, their welfare and care 

What you’ll get in return: 

• Starting salary of £23,868 (pro rata)
• 30 hr week, working 5 out of 7 days inc. weekends
• 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. 

For further information on what the role involves and essential/desirable criteria - please see the ‘related documents’ section under the site location map.

Closing date is midnight Friday 13 February.

Interview date will be on Wednesday 25 February. 

Start date to be Monday 23 March (7 month contract), and Monday 1 June (3 month contract).