Duty Manager (Retail)

S1jobs; Kincraig; On-site; GBP 23,000 - 24,000; Full time

Benefits offered by this job

Healthcare plan

Staff membership to Highland Wildlife/

Job summary

The Royal Zoological Society of Scotland is seeking a Visitor Operations & Retail Coordinator to enhance Highland Wildlife Park’s guest experience. You will manage retail displays, stock, reporting, and daily site operations, ensuring a safe, inclusive five-star visitor journey.

Role involves incident response support, staff training, and collaboration with interpretation/marketing teams to optimise on-site messaging and customer service standards.

Qualifications

• Strong achievement in standard grades or equivalent, including English and mathematics.
• Customer service qualification or equivalent experience.
• Understanding of health and safety, diversity, inclusion and compliance (training can be provided).
• Data regulations including GDPR (training can be provided).

Responsibilities

• Enhance visitor operations and commercial retail functions.
• Ensure retail area standards, stock rotation and displays.
• Provide administrative reporting for stock, orders and stock reconciliation.
• Support daily visitor operations, opening and closing the site.
• Maintain health and safety standards and incident response.
• Liaise with departments on site impact.
• Deliver five-star customer service and respond to feedback.
• Train staff and contractors on site.

Skills

Customer engagement

Empathetic communication

IT proficiency

Reporting KPIs

Health & safety awareness

Driver's licence

Organisation & planning

Education

Standard grades English & Maths

Customer service qualification

Tools

Microsoft Office

Stock management systems

Job description

About Us

The Royal Zoological Society of Scotland (RZSS) is a wildlife conservation charity with a bold vision: a world where nature is protected, valued and loved.

Edinburgh Zoo and Highland Wildlife Park are our gateways to the natural world through which people can experience nature.

Purpose Of Role

Enhance the visitor operations and commercial functions at Highland Wildlife Park by delivering a safe and inclusive five-star visitor experience. This includes responding to incidents as required and to act as champion to a designated specialist area of visitor operations (retail), whilst also providing support across all visitor operational functions (including admissions and events and site operations).

Some Of The Things You’ll Do

• Ensure the retail area is presented to the highest standards, for example. fully stocked (displays including stock rotation of any food items) to enhance experience and sales
• Provide accurate administrative reporting for all retail related processes and office/accounts dept for example, stock take, generate and delivery of orders, update stock, create new stock items, adjust prices, add discounts, and run reports as required for stock analysis and for accurate stock reconciliation.
• Support daily visitor operations and commercial functions, ensuring smooth, safe and efficient delivery including opening and closing the site to visitors
• Ensure robust health and safety standards and statutory compliance in all aspects of the visitor experience
• Manage the visitor operations response to major incidents, for example, site evacuations
• Manage minor incidents and their impact on visitors including first aid and safeguarding
• Liaise with colleagues to ensure relevant departments are informed of the potential impact of activities on site on the visitor experience or other operational area
• Undertake site inspections, report on issues and make recommendations to senior colleagues
• Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable, positive, clean and safe experience on a daily basis
• Respond to visitor feedback with empathy, finding solutions and making recommendations to senior colleagues as required to drive continuous improvement
• Work closely with the interpretation and marketing teams, ensuring on-site messaging and signage supports the visitor experience
• Deliver site training/familiarisation for staff and contractors where required

What We Are Looking For

• Strong achievement in standard grades or equivalent, including English and mathematics
• Customer service qualification or equivalent experience
• Understanding of health and safety, diversity, inclusion and compliance (training can be provided)
• Data regulations including GDPR (training can be provided)
• Full driving licence
• Customer engagement and empathetic communication
• IT proficient (e.g. Microsoft suite)
• Ability to plan, design, deliver shop displays to maximise sales.
• Reporting against key performance indicators (KPIs)
• Management in a retail or visitor attraction environment
• Duty management (ideally within a visitor attraction)

What You’ll Get In Return

• Starting salary of £23,305 to £23,888 based on experience with the opportunity to progress to £25,875 per annum
• (Full time equivalent is £29,131 - £32,469 FTE based on 37.5 hours per week)
• 30 working week (may require some evening/ weekend working on occasion)
• 34 days annual leave (based on full time, will be prorated for part time hours)
• Discount in both retail/catering
• Access to a healthcare plan
• Access to Employee Assistance Programme (EAP), that provide 24-hour counselling and support, including health, legal, finance, wellbeing and family advice
• Employer contributory pension scheme
• You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoo’s across the UK.

This role is subject to standard pre-employment checks, including the candidate's right to work in the UK and Basic Disclosure check/PVG Check if required for the role.

The Royal Zoological Society of Scotland is an equal opportunities employer. Our policy is to recruit a diverse workforce following the guidelines of the Equality Act 2010.