Visitor Experience Assistant Manager

Organisation: The Royal Zoological Society of Scotland

Salary: £31,531.00 - £36,250.00 Per Annum

Location: Edinburgh

The Role

Manage the visitor experience team and Edinburgh Zoo as an accessible, exciting and secure visitor attraction, ensuring five-star customer service standards and generating 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.

Some of the things you’ll do:

Line manages the visitor experience team, including staff, members gate, admissions, administration, on-site transport, car park and customer service, e.g. telephone and email handling
Act as visitor duty manager on a rostered basis, which requires the post holder to manage and oversee the daily operations of the site during opening hours and respond to incidents
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
Develop and support the delivery of customer service training, working alongside HR and other colleagues.
Co-ordinate the gathering and analysis of face to face visitor feedback.
Develop and support the induction process for visitor experience staff.

What we’re looking for:

You’ll be Educated to degree-level (or have equivalent experience).
Health and Safety qualification e.g. IOSHH with good working knowledge of Health and safety practices.
Understanding of diversity and inclusion issues/regulations.
Ability to implement and maintain appropriate evaluation and experience KPIs.
Significant experience of providing first-class customer care and service, including dealing with customer queries.

What you’ll get in return:

37.5hr working week (5 out of 7 days) / Weekend working required on a rotational basis
34 days annual leave (pro rata)
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.

We offer a range of great benefits which can be found at
Please see the role profile for further information on what the role involves and essential/desirable criteria.

Application Deadline: Thursday 20/04/2023