Visitor Centre Team Leader
Aylsham, North of Norwich
Part-time permanent contract (3 month probationary period applies)
30 hrs per week on a set 2 week rota as follows:
Week 1: Monday, Thursday, Friday, Saturday & Sunday, all 9am - 5pm
Week 2: Monday, Thursday & Friday, all 9am - 5pm
Salary range: £20,295.60 rising to £20,451.60 upon completion of a successful probation period
We are looking for a hands-on Team (shift) Leader, who can provide an excellent visitor experience, whilst leading from the front and serving as a great role model for the team.
Redwings is one of the largest horse welfare charities in the UK, where everything we do is for the love of the horse. Working for us means you can make a real difference in the lives of the horses in our care while being part of a supportive and progressive workplace.
If you are looking for a career where you work truly matters, then this role is for you!
What can we offer you?
• A busy, supportive, team-working environment
• Ongoing development through training and mentoring with opportunities for progression
• Wellbeing support through our Employee Assistance Programme
• Premium pay rates on Sundays and Bank Holidays
About the role
To deliver an excellent experience and provide exceptional stewardship to our visitors recognising that you are a fundraiser first and strategic to generating income. Responsible for all aspects of retail within the Visitor Centre, including the gift shop, café and kitchen operations. Lead by example from the shop floor, upholding the standards set by the Commercial Operations Manager, Fundraising & Supporter Engagement Manager and Visitor Centre Manager. Responsible for ensuring operational procedures including daily takings, banking, use of tills, software, the supporter database and Fundraise Up is efficient to ensure income is appropriately recorded. Support the team with their learning and development as directed by the Visitor Centre Manager.
Key Responsibilities
Fundraising
1. Engage with visitors to deliver an excellent experience ensuring every opportunity is taken to highlight the work we do and how they can support.
2. Remain knowledgeable and confident when delivering current fundraising messages.
3. Actively encourage new adoptions, with regular gift as a preferred payment method.
4. Aim to develop donations from a one-off gift to regular giving and ultimately secure a legacy.
5. Process donations and adoptions in line with standard operating procedures and Redwings Data Protection policy.
6. Respond to enquiries and complaints ensuring a positive solution is provided in line with legislation and best practice.
7. Gift Shop and Café/Kitchen
8. Work on the shop floor alongside the team preparing food, making coffee and serving our visitors in the café and gift shop. Lead by example and uphold standards.
9. Take responsibility for ordering all food for our café and kitchen operations in a timely manner.
10. Ensure the correct stock is available throughout trading hours, considering the peaks and troughs of trade, ensuring stock holding figures are accurate.
11. Lead on quarterly stocktakes and ensure mini stocktakes are completed accurately no less than twice a month.
12. Effectively communicate with the Visitor Centre Manager and the team relaying any changes that need implementing in regard to Retail areas, particularly where change has been introduced, by the agreed deadline.
13. Ensure EHO guidelines and end of day checks are being carried out to the correct standard.
14. To work with line management to ensure the team are trained in kitchen hygiene and allergens and trained in booking in, transferring and writing off stock.
15. Work closely with H&S Department as necessary and adhere to all relevant Standard Operating Procedures.
Team
16. Support the Visitor Centre Manager in leading the team in all aspects of fundraising and retail.
17. Share best practice and ensure it is consistently followed by all staff and volunteers to deliver an exceptional visitor experience.
18. Support the team to co-ordinate their tasks and responsibilities to ensure we deliver exceptional customer service and resources are used effectively.
19. Motivate the team to work together for the benefit of the site and the wider charity, impacting on the line management as little as possible.
20. Support the Visitor Centre Manager in completing rotas for the rolling year ahead, considering trading seasons, events and footfall.
Person Specification
Essential Criteria
21. Café experience
22. Evidence of a good standard of general education and computer literacy in Word and Excel.
23. Strong organisational and administrative skills.
24. Good time management.
25. Team worker.
26. Personable.
27. Flexible.
28. Tactful.
29. Observant.
30. Good verbal communication skills.
31. Flexible approach to work.
32. High regard for confidentiality.
33. Willingness to learn new skills.
Desirable Criteria
34. Retail experience.
35. Experience as a shift leader or other position of leadership.
36. Cash handling experience.
Please note that we may close this vacancy early if we receive enough suitable applications, so we encourage you to apply as soon as possible.
This post is subject to safer recruitment processes to ensure effective safeguarding of all those who come in to contact with our charity. The successful applicant will be required to have a DBS check in place before employment is confirmed. If you’re interested in becoming part of our team, please apply using the Apply Now button below.