Job description

As Visitor Services Manager you will be responsible for the day-to-day visitor experience and lead on identifying new opportunities to improve our customer service. You will use your creativity and communication skills to both inspire and motivate your team in achieving challenging objectives. You will reply to customer enquiries, deal with difficult situations and proactively problem solve. The visitor services team will provide a welcoming and engaging experience, so visitors are inspired to support Forestry England through annual membership.

Wendover’s visitor experience offer plays an essential role in fulfilling the aims of Forestry England to connect people with nature in our nation’s forests and deliver health and well being benefits for all. You will lead on developing Wendover’s offer and help to grow income from our commercial activities. Several successful businesses operate at Wendover, and you will be responsible for managing these important relationships and leading on the tendering of new business opportunities when required.

The role will work closely with the Wendover Operations Manager and site business partner to create a ‘one-team’ culture.

Wendover is open 364 days of the year, and the Visitor Services Manager will be expected to work regular weekends and bank holidays.

This role provides line management and leadership of the following staff:

• Visitor Services Coordinator

• Visitor Services Officers x2

• Visitor Services Assistants x3

Responsibilities

Essential experience & technical expertise:

• Relevant experience of leading a team to deliver excellent customer service.

• Good people skills and an ability to establish productive working relationships with those in your team and across Forestry England.

• A customer focused approach which enables you to effectively deal with visitors in a variety of situations.

• Excellent organisational and time management skills.

• An understanding of operational environmental, health and safety standards.

• Full UK driving licence.

Desirable experience:

• Relevant experience of working at an outdoor recreation or tourism attraction.

• A relevant qualification or professional membership.

The role is based in East England Forest District at Wendover Woods. Occasional national travel with overnight stays will be required.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Leadership
• Communicating and Influencing
• Working Together
• Managing a Quality Service