Visitor Experience & Retail Operations Lead

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

Benefits offered by this job

Discounts

Healthcare plan

EAP

Pension scheme

Staff membership

34 days annual leave

Job summary

The Royal Zoological Society of Scotland (RZSS) is seeking a proactive Retail and Visitor Operations Assistant at Highland Wildlife Park to deliver a safe, five-star visitor experience. You’ll support retail and admissions, respond to incidents, and champion the retail specialist area while coordinating across visitor operations to ensure smooth daily running.

Reporting on stock, displays, and customer service, you’ll manage health and safety standards, complete KPI reports, and help train

Qualifications

• Strong achievement in standard grades or equivalent, including English and mathematics.
• Understanding of health and safety, diversity, inclusion and compliance.
• GDPR / data regulations knowledge (training provided).
• Full driving licence.
• Customer engagement and empathetic communication.
• Plan, design, deliver shop displays to maximise sales.
• Reporting against KPIs.
• Management in a retail or visitor attraction environment.
• Duty management experience.

Responsibilities

• Ensure the retail area is presented to the highest standards with full stock rotation.
• Provide accurate administrative reporting for retail processes and stock management.
• Support daily visitor operations and commercial functions, including opening/closing site.
• Maintain robust health and safety standards and statutory compliance.
• Lead visitor operations response to incidents, including evacuations.
• Handle minor incidents and safeguarding as required.
• Liaise with colleagues to inform departments of impacts on visitor experience.
• Undertake site inspections and report issues with recommendations.
• Support five-star customer service and positive visitor experience.
• Respond to feedback with empathy and drive improvements.
• Coordinate with interpretation/marketing on on-site messaging.
• Deliver site training for staff and contractors.

Skills

English

Maths

Health & Safety

Diversity & Inclusion

Compliance

GDPR

Driving licence

Customer engagement

Empathetic communication

Shop displays

KPIs

Retail management

Duty management

Education

Standard grades / GCSEs (English & Maths)

Job description

The Royal Zoological Society of Scotland (RZSS) is seeking a proactive Retail and Visitor Operations Assistant at Highland Wildlife Park to deliver a safe, five-star visitor experience. You’ll support retail and admissions, respond to incidents, and champion the retail specialist area while coordinating across visitor operations to ensure smooth daily running.

Reporting on stock, displays, and customer service, you’ll manage health and safety standards, complete KPI reports, and help train