Permanent – 40 hours per week

We are Chester Zoo, and for over 80 years we’ve been a leading conservation and education charity, and an amazing, award-winning visitor attraction.

We’re also a team of passionate, talented, enthusiastic and expert people, doing everything we can to prevent extinction, from feeding the animals to discovering new conservation ideas, and giving our 2 million visitors an inspirational day out.

We work hard because we love animals, we care about nature, we love Chester Zoo and we want to be the best zoo in the world!

If you think you can help us to achieve that, then we’d love to hear from you.

We currently have an exciting vacancy for a Guest Experience Coordinator within our busy and diverse Guest Experience team. The team are responsible for parking, admissions, ticket sales, guest services, cleaning and site presentation, ride operation, first aid, and zoo wide events such as our Christmas Lanterns event.

The role:

As a Guest Experience Coordinator you will play a key role in the Guest Experience Management team, offering effective support on a daily basis.

The role will include:-

• Deputising in the absence of the supervisor, motivating and mentoring a team of up to 70 Guest Experience Assistants
• Planning weekly rotas in conjunction with your supervisor, deploying daily rotas, coordinating the team and allocating tasks
• Delivering daily briefings to large groups of the team
• Being a people person, the role will involve a large element of customer service including service recovery
• Overseeing day to day operation of the team’s functions as needed including ride operation or first aid. This may mean that you will receive specialist training in these areas.
• Supporting the team with ticket sales, systems operation, and the use of Microsoft products
• Completing risk assessments and safe working practices, including rolling this out and training small groups in this area
• Supporting with ensuring that site standards meet our expectations by completing regular checks and as needed physically supporting with this.

The successful candidate will:

• Have previously worked in a large guest focused business
• Have experience of organising and motivating large teams, ideally in a visitor attraction
• Be committed to delivering the highest standards of customer service
• Have coaching and mentoring experience to ensure effective and efficient work practices
• Have point of sale system experience including cash handling experience, including cashing up and reconciliations
• Be computer literate and competent in the use of Microsoft Office programmes
• Be confident in delivering briefings to large groups of staff
• Have excellent communication skills – both verbal and written
• Demonstrate a “can do attitude” and thrive working under pressure
• Enjoy working with people, able to demonstrate  excellent people skills
• Have a full driving licence valid in the UK as driving Zoo vehicles will be an essential part of the role
• Welcome training and development as appropriate for the role, including ride operation, H&S or first aid.

 Hours of work are 40 hours per week, worked 5 days out of 7 including regular weekend work, set on a rota basis. The role is permanent. Candidates are expected to have a flexible attitude to work and be able to work overtime occasionally. Bank Holidays and occasional evening work will be necessary.

 The salary for this position is £19,693.93 per annum and in addition we offer a range of amazing benefits which can be found at https://www.chesterzoo.org/work-with-us/staff-benefits/.

 To apply for this position, please go to https://www.chesterzoo.org/work-with-us/ and click apply now to provide your current CV and complete the application form highlighting your skills and experience including why you believe you should be considered for our Guest Experience Coordinator role.

Closing date for applications is Sunday 2nd February 2020