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Visitor Experience Officer - Conwy (Part-Time)

Reference: AUG20217800
Expiry date: 23:59, 26 September 2021
Location: Conwy
Salary: £18,250.00 - £20,246.00 Pro Rata
Benefits: Pension, 26 days Annual Leave (pro-rata), Life Assurance
Attachments: CandidateGuidanceNotesAug21.pdf

We are looking for a part-time (2 days per week), permanent Visitor Experience Officer at RSPB Conwy to ensure that everyone of our visitors has a high-quality visitor experience. Working with the Visitor Experience Manager and wider reserve team, you will develop an exciting and inspiring programme of income generating events and trails that help connect the reserve's visitors to nature and encourage them to support the work of the RSPB through membership.

About RSPB Conwy

RSPB Conwy is a fantastic, family friendly nature reserve alongside the estuary of the River Conwy. With freshwater lagoons, viewing hides and various walking trails this is a wonderful place for nature and people and this is a fantastic opportunity to help create a stunning visitor experience and connect people to nature and the environment. You will support the ongoing development of making the whole visitor experience at this reserve one of the best.

What is the role about?

The role will be based at RSPB Conwy, which attracts around 80,000 visitors a year. In addition to the reserve and its wildlife, the site comprises a welcome area, a coffee shop, a wildlife-focused shop, an outdoor play space and runs an educational programme for visiting schools.

We are looking for someone to ensure that every one of our visitors has a high-quality visitor experience, where they are warmly welcomed, enthused about the resident wildlife, and ultimately encouraged to support the work of the RSPB through membership. You’ll be working with volunteers in offering many wildlife events and will be designing family focused wildlife activity trails that are innovative and fun.

You will be:

  • Working with colleagues to ensure the effective, efficient and safe running of the reserve, guaranteeing a high quality, on-brand, visitor experience.
  • Working with the Visitor Experience Manager to achieve financial targets from wildlife events and to achieve Key Performance Indicators such as Nature Connection targets.
  • Expected to ensure every visitor has positive and memorable contact with staff and volunteers, whether they are individuals, small groups, large groups, school groups, people with disabilities, families etc,
  • Managing, supporting, and recruiting volunteers to deliver elements of the visitor operation on the reserve
  • Assisting with and leading the facilitation of family activities and events, contributing ideas and suggestions to enhance the visitor experience.
  • Supporting the reserves use of social media to help promote wildlife events and trails.

Essential skills, knowledge & experience:

  • Experience of delivering an exemplar visitor or customer service experience.
  • Ability to enthuse people to support wildlife and nature with good people engagement and communication skills
  • Experience of managing volunteers
  • Excellent verbal and written communication skills
  • Ability to plan and prioritise workloads
  • Good problem-solving skills and be able to work on own initiative
  • Ability to manage and respond quickly to customer needs and feedback
  • Ability to work as part of a team, to motivate and inspire people
  • Ability to build and maintain strong relationships

Desirable skills, knowledge, and experience:

  • Previous experience of planning and delivering events

Please note that this role includes working weekends (more so during term time), bank holidays and school holidays, so there is a need for some flexibility of days of work. A work rota is drawn up a month in advance. Lone working may also occasionally be required.

This is a Permanent, Part-Time role for 15 hours per week. We are looking to conduct interviews for this position on Fri 8 Oct 2021. For further information please contact Visitor Experience Manager, jonni.price@rspb.org.uk or Site Manager, helen.jowett@rspb.org.uk or phone the reserve on 01492 584091.

As part of this application process, you will be asked to provide a copy of your CV and complete a full application where you should include evidence on how you meet the skills, knowledge, and experience requested. If you wish to provide a cover letter with your application, please include this at the end of your CV document upload.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

Before applying for this role, we recommend reading through the candidate guidance notes attached to the top of this advert.