The role
Co-ordinate the daily admissions operations at Edinburgh Zoo, ensuring the delivery of five-star customer service standards and income levels in line with agreed targets.
Some of the things you’ll do:
1. Line manage visitor experience assistants and oversee members gate, administration, virtual reality, soft play and customer service, e.g. telephone and email handling
2. Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable and positive level of service on a daily basis
3. Support and deliver customer service training, working alongside HR and other colleagues. Gather face to face visitor feedback.
4. Support the induction process for visitor experience staff
What we’re looking for:
5. Educated to HND or equivalent qualifications or experience.
6. Health and Safety qualification e.g. IOSHH with good working knowledge of Health and safety practices.
7. Engaging customers empathetically to link or upsell our products.
8. Providing first-class customer care and service, including dealing with customer queries.
Please note that weekend working is required for this role.
Please see the role profile for further information on what the role involves and essential/desirable criteria.
Role is also open to internal applicants only