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Job description

Responsible to the Business Support Officer for the supervision of the front of house operations within the Zoo to deliver a quality, customer focused service.

Responsibilities

• Responsible for the supervision, training and development of any assigned staff including arranging appropriate staffing rotas to ensure effective service delivery and high levels of customer service provision are being met.
• Responsible for the management of the front of house operations including the management of the shop, reception, admissions and customer bookings.
• Carry out reception duties at all assigned premises and to deal effectively, efficiently and in a friendly manner with suppliers, visitors, the public, members of council and staff. To issue visitor and contractor passes and to use all supplied.
• Be the first point of contact for any front-line complaints that are received and ensuring that these are dealt with in the appropriate manner and in line with council and departmental policy and procedures.
• Liaise regularly with other members of zoo staff to ensure that key messages in respect of zoo business are effectively disseminated to front of house staff.
• Assist in the provision of a range of routine business related activities, for example filing, photocopying, customer support, data input and extraction, compilation of research and general administration tasks as required.
• Responsible for the handling, security, receipt, reconciliation and safe-keeping of all monies (safes management and at point of sale), petty cash, allocation of change and lodgement preparation in respect of the operation of retail, admission and,
• Responsible for ensuring the cleanliness of all assigned areas within the site and carrying out checks as appropriate.
• Responsible for maintaining and ordering general stock in accordance with relevant procedures, for example materials from central stores, uniforms, postal materials, banking materials etc.
• Carry out all work in accordance with Health and Safety legislation and all council policies and regulations, including carrying out relevant health and safety checks and assist in emergency evacuations.
• Assist the Business Support Officer with improving customer care, by dealing with complaints, analysing customer information and making recommendations for change.
• Ensure effective and efficient processing of customer details, bookings and sale of commercial products such as memberships, adoptions, animal experiences etc. to maximise customer spend.
• To review processes on a regular basis to ensure accuracy of information and booking systems.
• Provide an effective visitor service by sharing information in person, email, post and by telephone, and using the relevant sales system to issue admissions and bookings, refunds and exchanges etc.

Skills and Qualifications

Essential Skills

• (Please note that Platinum Recruitment NI Ltd require original certificates as proof of all qualifications listed on CV),
• At least one years relevant work experience in each of the following areas:
• Working in a retail environment which must include elements of each of the following: cash handling, reconciliation, purchasing, merchandising and stock control;
• Supervising and managing staff to provide a high standard of customer service in a customer facing environment; and,
• Ensuring compliance with relevant health and safety legislation including maintaining and recording cleanliness of working and public areas, and experience in carrying out a range of administrative tasks.
• Team working and leadership skills: The ability to work on own initiative and as an effective team member encouraging day-to-day working by the team and the joint achievement of goals.
• Customer care skills: The ability to demonstrate a sound awareness of customer care procedures and deal with members of the public in a tactful and sensitive manner.
• Communication and interpersonal skills: The ability to provide information, advice and guidance to the public and other members of staff and the ability to communicate effectively both orally and in writing.
• Work planning and organisational skills: The ability to effectively plan and prioritise tasks to achieve team objectives.
• Information technology skills: The ability to use a range of standard office packages and finance packages.
• Health and Safety awareness: An understanding of basic health and safety responsibilities.
• Performance management skills: An understanding of the principles of performance management and the importance of continuous improvement within the workplace.
• Cash management skills: The ability to carry out cash handling duties including the receipt, preparation and lodgement of monies according to and complying with any policies and procedures on handling money.

Further Information

Location - Antrim Road, Belfast.