Visitor Services Assistant

Contract: Part time, variable hours

Location: Wildwood Kent and Wildwood Devon

Reports to: Corporate and Commercial Development Manager

Responsible for: This role has no direct reports or line management responsibility

Grade: Grade 6

Job Purpose

This role is an integral part of the visitor-facing team, responsible for maintaining exceptional standards of customer service at all times. From the moment our visitors enter the park, to their lasting impression as they leave, our Visitor Service Assistants are involved at all the key points of the customer journey, including shop, café, play park, toilets, car park, and the wider park environment.

Key Responsibilities

• Managing visitor flow, greeting and welcoming visitors warmly to the park and directing traffic during peak times.
• Providing professional and efficient customer service on the phone, in writing, and in person, handling queries and referring any issues to the appropriate manager.
• Upselling products such as memberships schemes, gift aid, trails, experiences, and café specials.
• Handling deliveries and managing stock, ensuring areas are well stocked, labelled, and presentable at all times.
• Processing customer orders at till points, handling payments with accuracy.
• Serving food to customers in a timely manner.
• Overseeing the safe use of the drop slide.
• Ensuring customer facing areas of the park are clean and maintained, including litter picking, emptying bins, sweeping and mopping floors, clearing tables, washing up, and ensuring toilets are presentable, reporting any issues to the appropriate manager.
• Involvement in park events and seasonal activities, helping to ensure these run smoothly and carrying out any reasonable requests from the management team.

The Working Week

Your working week will be varied and busy, with no two days the same. During peak season you will likely start the day directing traffic in the car park, then move into the shop to welcome our visitors and sign them up for membership. At lunch time you might be needed in the café, serving customers and clearing tables as necessary. There is also scope here to progress into the kitchen and barista sections. The afternoon could be the time for checking the park is clean and tidy, or during quieter periods you could be restocking shelves or assisting with the stock count. At all times you will be interacting positively with visitors, encouraging them to learn about the animals, flora and fauna around the park and informing them of any events or talks happening that day. This role is a variable hour position designed to support the park’s seasonal fluctuations. Core working hours can be anywhere between 08:00 and 22:00, with an unpaid 30-minute break for shifts exceeding six hours (age-dependant). This post is paid at National Living Wage. The job will include evening, weekend and bank holiday working as part of your normal duties.

This job involves undertaking duties which include the following health, safety and wellbeing considerations:

• Regular use of Display Screen Equipment (DSE).
• Lone working (age-dependant).

Mandatory Training for this role includes:

• Equality & Diversity.
• Fire Safety Awareness.
• Ladder Safety.
• First Aid.
• Customer Service.
• Food Hygiene.

Skills, Knowledge, Qualifications & Experience

All Wildwood staff are passionate, committed, and resourceful. To succeed in this specific role, you will be proactive, personable, and a great team player. Confidence to carry out tasks independently. Ability to work productively and successfully within a team. Strong verbal and written communication skills. A passion for customer service, ensuring visitors have the best possible experience at every step of their visit. Ability to interact with the public, answering questions, giving information, and directing issues to the appropriate manager. Capable of maintaining a calm persona in a high-pressure environment and during peak times. Positive ‘can do’ attitude with a willingness to help whenever needed. Attention to detail, and a willingness to learn. Demonstrate a genuine love of British wildlife and belief in Wildwood’s Mission; to protect, conserve, and rewild British wildlife. Working knowledge of relevant POS software and retail equipment. Previous experience in a similar customer-facing role would be beneficial. Experience of resolving customer issues on the phone, in person, and in writing.

Why work for Wildwood

Wildwood is a native species conservation charity established in 2002 to push the boundaries of innovative conservation and rewilding. We work with nature to fight the biodiversity crisis, to halt the extinction of species and to create resilient habitats in which nature thrives. We focus on nature-based solutions to return native species and recreating truly wild spaces. Wildwood has a proud culture of respecting and valuing all colleagues. Our people are integral to our success; their expertise enables us to achieve our ambitions, their professionalism creates strong collaborations, and their integrity upholds our organisational values.

Employment Package

• National Living Wage.
• Accumulative annual leave allowance based on hours worked, including statutory holidays.
• Inclusive and family-friendly working policies.
• Training & development opportunities.
• Selection of staff benefits including discounts.
• Free or reduced price entry to BIAZA accredited zoos and aquariums.