Visitor Experience Team Leader

Organisation: The Royal Zoological Society of Scotland

Salary: £20,667 per annum

Location: Highland Wildlife Park, Scottish Highlands, Kincraig

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

Some of the things you’ll do:

Line manage 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, seasonal events and exclusive tours (including duty manager duties during events)
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
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
What we’re looking for:

Educated to HND or equivalent qualifications or experience.
Health and Safety qualification e.g. IOSHH with good working knowledge of Health and safety practices.
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.

Weekend working required on a rotational basis.

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

Application Deadline: Monday 06/02/2023