Five-Star Visitor Experience & Retail Duty Lead

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

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