Visitor Services Team Leader

Closing date: 9th July

Temporary (Approx 12 weeks) £15.82 per hour, 37 hours per week. This post will involve working shifts between the hours of 8am-6.30pm, and will include working weekends and bank holidays.

Main Purpose

Responsible to the Business Support Officer for the supervision of the front of house operations within the Zoo to deliver a quality, customer focused service.

Main Roles and Responsibilities

• Responsible for the supervision, training and development of any assigned staff including arranging appropriate staffing rotas to ensure effective service delivery and high levels of customer service provision are being met.
• Responsible for the management of the front of house operations including the management of the shop, reception, admissions and customer bookings.
• Carry out reception duties at all assigned premises and deal effectively, efficiently and in a friendly manner with suppliers, visitors, the public, members of council and staff.
• Issue visitor and contractor passes and use all supplied systems and services to do so, giving directions when required.
• Be the first point of contact for any front-line complaints ensuring they are dealt with in the appropriate manner and in line with council and departmental policy and procedures.
• Liaise regularly with other members of zoo staff to ensure that key messages in respect of zoo business are effectively disseminated to front of house staff.
• Assist in the provision of a range of routine business related activities, for example filing, photocopying, customer support, data input and extraction, compilation of research and general administration tasks as required.
• Responsible for the handling, security, receipt, reconciliation and safe-keeping of all monies, petty cash, allocation of change and lodgement preparation in respect of the operation of retail, admission and booked activities, in accordance with relevant financial procedures.
• Responsible for ensuring the cleanliness of all assigned areas within the site and carrying out checks as appropriate.
• Responsible for maintaining and ordering general stock in accordance with relevant procedures.
• Carry out all work in accordance with Health and Safety legislation and all council policies and regulations, including carrying out relevant health and safety checks and assisting in emergency evacuations.

Visitor Services

• Assist the Business Support Officer with improving customer care by dealing with complaints, analysing customer information and making recommendations for change.
• Ensure effective and efficient processing of customer details, bookings and sale of commercial products such as memberships, adoptions, animal experiences etc. to maximise customer spend.
• Review processes on a regular basis to ensure accuracy of information and booking systems.
• Provide an effective visitor service by sharing information in person, email, post and by telephone, using the relevant sales system to issue admissions and bookings, refunds and exchanges etc.
• Update and maintain visitor information points and public information boards located in the main reception areas.

Retail Services

• Compile and provide statistical information e.g. sales and income analysis regarding the souvenir shop to relevant officers, and identify opportunities for maximising customer spend.

Essential Criteria:

Experience Applicants must, as at the closing date for receipt of application forms, be able to demonstrate, by providing personal and specific examples on the application form, that they have at least one years relevant work experience in each of the following areas:

• Working in a retail environment which must include elements of cash handling, reconciliation, purchasing, merchandising and stock control.
• Supervising and managing staff to provide a high standard of customer service in a customer facing environment.
• Ensuring compliance with relevant health and safety legislation including maintaining and recording cleanliness of working and public areas, and experience in carrying out a range of administrative tasks.

Special skills and attributes

Applicants must be able to demonstrate evidence of the following special skills and attributes, which may be tested at interview:

• Team working and leadership skills.
• The ability to work on own initiative and as an effective team member encouraging day-to-day working by the team and the joint achievement of goals.
• Customer care skills.
• The ability to demonstrate a sound awareness of customer care procedures and deal with members of the public in a tactful and sensitive manner.
• Communication and interpersonal skills.
• The ability to provide information, advice and guidance to the public and other members of staff and communicate effectively both orally and in writing.
• Work planning and organisational skills.
• The ability to effectively plan and prioritise tasks to achieve team objectives.
• Information technology skills.
• The ability to use a range of standard office packages and finance packages.
• Health and Safety awareness.
• An understanding of basic health and safety responsibilities.
• Performance management skills.
• An understanding of the principles of performance management and the importance of continuous improvement within the workplace.
• Cash management skills.
• The ability to carry out cash handling duties including the receipt, preparation and lodgement of monies according to and complying with any policies and procedures on handling money.

Platinum Recruitment NI Ltd is an equal opportunities employer and a Corporate Member of the Recruitment and Employment Confederation (REC). Platinum Recruitment NI Ltd adheres to all current employment legislation.

We reserve the right to close vacancies earlier than the specified date, should we receive sufficient applications. If interested, please send your CV as early as possible. Please note only those candidates shortlisted may be contacted. Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time. Successful candidates may need to apply for an Access NI Certificate with Platinum Recruitment NI Ltd regardless if you already have a valid certificate. It will be a cost of between £16 - £32 depending on clearance level.