Duty Manager (Retail)

ASVA; Kingussie; Remote; GBP 23,000 - 24,000; Full time

Benefits offered by this job

Retail discount

Healthcare plan

EAP (Employee Assistance Programme)

Pension scheme

Staff membership to Highland Wildlife/

Free entry to parks

Job summary

The Royal Zoological Society of Scotland is seeking a Retail & Visitor Operations Assistant at Highland Wildlife Park. You will ensure a high‑quality, five‑star visitor experience with robust stock control, reporting, and daily operations support across admissions and events.

Key requirements include English/Maths grades, customer service experience, GDPR awareness, and a full driving licence. The role offers a starting salary (£23,305–£23,888) with progression to £25,875 and benefits such as a

Qualifications

• Customer service qualification or equivalent experience.
• Understanding of health and safety, diversity, inclusion and compliance.
• Data regulations including GDPR.
• Full driving licence.
• Customer engagement and empathetic communication.
• IT proficient (Microsoft Office).
• Ability to plan, design, deliver shop displays to maximise sales.
• Reporting against KPIs.
• Management in a retail or visitor attraction environment.
• Duty management (ideally within a visitor attraction).

Responsibilities

• Ensure the retail area is presented to the highest standards and fully stocked to enhance experience and sales.
• Provide accurate administrative reporting for retail and stock processes.
• Support daily visitor operations and commercial functions, including opening/closing the site.
• Maintain robust health and safety standards and statutory compliance across visitor experience.
• Manage visitor operations response to incidents, including site evacuations.
• Handle minor incidents and safeguarding, ensuring visitor safety.
• Liaise with teams to inform departments of activity impact on visitor experience.
• Conduct site inspections and raise issues with recommendations to senior colleagues.
• Support delivery of five-star customer service and daily visitor experience.
• Respond to visitor feedback with empathy and drive continuous improvement.
• Collaborate with interpretation/marketing to align on-site messaging.

Skills

Customer service

Empathetic communication

Health & safety

GDPR awareness

IT skills

Retail management

Driving licence

KPI reporting

Education

Standard grades English & Maths

Tools

Microsoft Office

Job description

Organisation: The Royal Zoological Society of Scotland

Salary: 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)

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)
• 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 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.