Visitor Services Host in City of Westminster

Step into a role where every day brings new adventures. As a Visitor Services Host, you’ll be at the heart of the action, welcoming guests at Admissions, adding a little extra magic in our Retail outlets, and helping families make memories in the lively Hullabazoo play area. We’re looking for people who are committed to high standards of customer service, can adapt to a dynamic environment, and take pride in representing ZSL’s values in every interaction. If you’re motivated by working in a unique setting where no two days are the same, we’d be delighted to receive your application.

As our zoos are open seven days a week, your schedule will follow a rota which includes weekends and bank holidays. We aim to balance business needs with personal flexibility, so you’ll have advance notice of your shifts to help plan your time.

• Deliver Outstanding Customer Service: Maintain high standards of customer service across all Visitor Services functions, ensuring every visitor enjoys a positive and memorable experience.
• Be a ZSL Ambassador: Represent ZSL with professionalism and enthusiasm, while actively participating in ongoing training, including mandatory courses.
• Visitor Support and Complaint Resolution: Serve as the first point of contact for visitor enquiries and complaints, resolving issues effectively and escalating to line management when necessary.
• Ensure Policy and Procedure Compliance: Adhere to all ZSL policies and procedures, including GDPR and Health & Safety regulations, to maintain a safe and secure environment.
• Foster Open Communication: Promote clear and open communication within the Visitor Services team by contributing to daily performance briefings and sharing valuable insights.

• Confident working in front-of-house roles, including outdoors in all weather, to help create a positive and welcoming experience for visitors.
• Dependable and adaptable, with flexibility to work evenings, weekends, and bank holidays with notice as required.
• Strong written and verbal communication skills, enabling effective engagement with colleagues and visitors.
• Collaborative and proactive, supporting team members and maintaining smooth operations during busy periods.
• Committed to equality, diversity, and inclusion, acting in line with ZSL’s values and policies.

This role is subject to standard pre-employment checks, including confirmation of your right to work in the UK. ZSL recognises that conservation is one of the least diverse sectors, and we actively encourage applications from candidates who identify as part of underrepresented communities. We are committed to building a supportive and inclusive workplace where everyone can thrive and celebrate the value of having a team of employees with diverse skills, experiences, and heritage.

We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.

• Purpose driven work – join an organisation where every role contributes to creating a world where wildlife thrives.
• Pension scheme - we offer a generous pension scheme with up to 12% contributory pension.
• Flexible working – talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you.
• Holidays – 25 days annual leave allowance, plus UK bank holidays (increasing with milestone anniversaries).
• Access to ZSL’s staff Equality Networks - Race & Culture, Team Pride, Disability, and Menopause, supporting an inclusive and welcoming workplace for those with lived experience.
• Wellbeing – access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme.
• Life assurance – eligible employees will be enrolled in ZSL’s life assurance scheme from their first day.
• Complimentary tickets – annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops.
• Cycle2Work - our cycle to work scheme enables you to lease a bicycle.
• Season ticket loan - we offer an interest free loan for eligible London-based employees to buy a season ticket for travel between home and work.
• Family friendly policies – we offer enhanced maternity, paternity, and adoption packages.

We may close this role early or extend the closing date due to the number of applications we receive, so we encourage you to apply as soon as possible. We anonymise applications until interview stage to ensure a fair hiring process. It’s important to highlight your unique skills, experience, and knowledge.

If you have any questions about this role, we’d love to hear from you! Please get in touch with our recruitment team at recruitment@zsl.org.