Visitor Services Team Leader - Belfast Zoo - Temp Contract

Visitor Services Team Leader Belfast Zoo

Temp Contract

3 months (possible extension to the contract)

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.

Summary of responsibilities and personal duties

General

1. 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.
2. Responsible for the management of the front of house operations including the management of the shop, reception, admissions and customer bookings.
3. Carry out reception duties at all assigned premises and to deal effectively, efficiently and in a friendly manner with suppliers, visitors, the public, members of council and staff. To issue visitor and contractor passes and to use all supplied systems and services to do so, to give directions when required.
4. Be the first point of contact for any front-line complaints that are received and ensuring that these are dealt with in the appropriate manner and in line with council and departmental policy and procedures.
5. 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.

Visitor Services

6. Assist the Business Support Officer with improving customer care, by dealing with complaints, analysing customer information and making recommendations for change.
7. 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. To review processes on a regular basis to ensure accuracy of information and booking systems.
8. Provide an effective visitor service by sharing information in person, email, post and by telephone, and using the relevant sales system to issue admissions and bookings, refunds and exchanges etc.

Retail Services

9. 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.
10. Responsible for proper and efficient purchasing of goods and services for the souvenir shop including maintaining stock levels, placing orders, processing of invoices, preparing specifications for goods and services, monitoring quality standards, liaising with suppliers and providing detailed sales information to relevant officers and departments.
11. Responsible for maintaining stock levels to satisfy customer needs, receiving and checking goods inwards, coordinating deliveries, pricing and merchandising

Full Job Description is available

Essential Criteria:

Experience:

Applicants must, be able to demonstrate, by providing personal and specific examples that they have at least one year relevant work experience in each of the following areas:

working in a retail environment which must include elements of each of the following: cash handling, reconciliation, purchasing, merchandising and stock control;

1. supervising and managing staff to provide a high standard of customer service in a customer facing environment; and
2. 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.

Location: Belfast Zoo

Hours of work: 37 per week rota basis

Rate of pay: £15.33 per hour

Target Start Date :10 March 25

Closing Date: 7 March 25

If you would like to apply for this role, please send us your updated CV via the link provided and one of the team will be in touch with you. Or if you would like to discuss this position, please contact our office to speak to one of our consultants.

We are an equal opportunities employer. We welcome applications from all suitably qualified persons.