Overview
Retail & Visitor Information Assistant – Kielder Waterside & Forest Park & Tower Knowe
Full Time – 37 Hours
14 Months Fixed Term Contract
£24,242 Per annum + 12% Annualised Hours + Excellent Benefits
Based at Kielder Waterside
Responsibilities
* Provide a warm, professional, and knowledgeable service across all customer touchpoints, including selling retail goods, managing bookings, and offering guidance on leisure opportunities around Kielder Water & Forest Park.
* Take ownership of the day-to-day running of retail spaces, ensure displays are engaging, maintain stock levels, and keep shops clean, safe, and welcoming.
* Supervise the retail team, support the wider leisure operation, and contribute to meeting commercial targets by promoting products, upselling where appropriate, and seeking opportunities to grow sales.
* Manage stock control processes, complete financial reconciliations, maintain the ferry booking system, and ensure income accounting is completed accurately.
* Support group visits through “Meet & Greet” activity and work flexibly across regional sites when required.
* Respond to customer needs with a professional and solution-focused approach, helping strengthen the image of Northumbrian Water and enhance visitor experience.
About You
* Strong customer-focused approach with excellent interpersonal skills; confident dealing with the public face to face and over the phone.
* Experience in a retail environment, including handling cash and using EPOS systems; comfortable working towards commercial targets.
* Flexible, proactive, able to think on your feet, prioritise tasks, and take initiative.
* Good standard of education with sound literacy and numeracy; working knowledge of computer systems including Word and Excel.
* Full UK manual driving licence required for travel between sites based on operational needs.
* Knowledge of local facilities, visitor attractions, and products (e.g., leisure goods or angling equipment) is helpful; experience with QA systems or health and safety procedures is advantageous.
* Enthusiasm, commitment to delivering excellent service, and a desire to contribute positively to the team, visitors, and business performance.
* Participation in an annualised hours rota with a 12% salary enhancement to meet business peaks; this includes increased hours in summer and reduced hours in winter.
Diversity & Inclusion
We value diversity, inclusion and equity and encourage all colleagues to bring their authentic selves to work. This role may require a DBS check prior to employment. NWG is an inclusive employer that supports rehabilitation, and certain unspent convictions may affect eligibility in line with policy.
Additional Information
Kielder Waterside: Kielder Water & Forest Park is unique with Dark Sky Status and England’s largest working forest. Our people and local knowledge are key to delivering exceptional visitor experiences. We are part of Northumbrian Water Group (NWG) and aim to be a national leader in sustainable water and wastewater services.
About NWG: NWG provides water and sewerage services in the North East and Essex & Suffolk areas. We are committed to delivering great service and being a great place to work. Our benefits include: a generous holiday entitlement, a pension scheme, free access to local attractions, discounts, wellbeing support, sustainable travel options, financial wellbeing support, life assurance, and professional development opportunities.
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