Visitor Services Host

Zoological Society of London (ZSL); Whipsnade; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Pension up to 12%

Flexible working options

25 days annual leave + bank holidays

Life assurance from day one

Wellbeing support

Staff tickets and discounts

Cycle2Work scheme

Job summary

ZSL is seeking a Visitor Services Host to welcome guests at Admissions, support the Retail outlets and help families enjoy the Hullabazoo play area. Shifts include weekends and bank holidays, with advance notice to plan personal time.

Strong communication and teamwork are essential as you represent ZSL and contribute to a safe, positive visitor experience across our sites. January 2027 start with interviews in December 2026.

Qualifications

• Excellent customer service and communication skills.
• Ability to work front-of-house and in busy environments.

Responsibilities

• Welcoming guests at Admissions with a friendly approach.
• Assisting in Retail outlets and Hullabazoo play area as needed.
• Delivering high standards of visitor service and resolving enquiries.
• Adhering to policies, health & safety and GDPR.

Skills

Front-of-house

Customer service

Communication

Teamwork

Job description

Step into a role where every day brings new adventures. As a Visitor Services Host, you’ll be at the heart of the action, welcoming guests at Admissions, adding a little extra magic in our Retail outlets, and helping families make memories in the lively Hullabazoo play area.

As our zoos are open seven days a week, your schedule will follow a rota which includes weekends and bank holidays. We aim to balance business needs with personal flexibility, so you’ll have advance notice of your shifts to help plan your time.

Please Note: The successful candidate will be expected to commence employment in January 2027. We are hoping to hold interviews during the week commencing 7th or 14th December 2026.

Key Responsibilities:

• Deliver Outstanding Customer Service: Maintain high standards of customer service across all Visitor Services functions, ensuring every visitor enjoys a positive and memorable experience.
• Be a ZSL Ambassador: Represent ZSL with professionalism and enthusiasm, while actively participating in ongoing training, including mandatory courses.
• Visitor Support and Complaint Resolution: Serve as the first point of contact for visitor enquiries and complaints, resolving issues effectively and escalating to line management when necessary.
• Ensure Policy and Procedure Compliance: Adhere to all ZSL policies and procedures, including GDPR and Health & Safety regulations, to maintain a safe and secure environment.
• Foster Open Communication: Promote clear and open communication within the Visitor Services team by contributing to daily performance briefings and sharing valuable insights.

• Confident working in front-of-house roles, including outdoors in all weather, to help create a positive and welcoming experience for visitors.
• Dependable and adaptable, with flexibility to work evenings, weekends, and bank holidays with notice as required.
• Strong written and verbal communication skills, enabling effective engagement with colleagues and visitors.
• Collaborative and proactive, supporting team members and maintaining smooth operations during busy periods.
• Committed to equality, diversity, and inclusion, acting in line with ZSL’s values and policies.

This role is subject to standard pre-employment checks, including confirmation of your right to work in the UK.

ZSL recognises that conservation is one of the least diverse sectors, and we actively encourage applications from candidates who identify as part of underrepresented communities. We are committed to building a supportive and inclusive workplace where everyone can thrive and celebrate the value of having a team of employees with diverse skills, experiences, and heritage.

We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.

What We Offer?

• Up to 12% contributory pension
• Flexible working options
• 25 days' annual leave plus UK bank holidays, increasing with service
• Enhanced family-friendly policies
• Life assurance from day one (for eligible employees)
• 24/7 Employee Assistance Programme and wellbeing support
• Access to our staff Equality Networks
• Complimentary London Zoo and Whipsnade Zoo tickets, plus retail discounts
• Cycle2Work scheme and interest-free season ticket loans (for eligible London-based employees)

You can find the full details of our benefits in the attached Benefits Guide.

We anonymise applications until interview stage to ensure a fair hiring process. It’s important to highlight your unique skills, experience, and knowledge. Over reliance on AI-generated content may miss key criteria outlined in the job description and reduce the effectiveness of your application.