Visitor Services Supervisor

The Donkey Sanctuary; Slade (KY); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Competitive pension

Life assurance

31 days holiday (incl. Bank holidays)

Wellbeing team

Pilates and Yoga classes

Long service awards

Healthshield plan

GP and counselling access

Free parking

Restaurant and shop discounts

Job summary

The Donkey Sanctuary in Sidmouth, Devon invites applications for a Visitor Services Supervisor to lead a dedicated team and deliver an exceptional visitor experience. You will support the Visitor Services Manager, supervise front-line staff, and ensure operations comply with health and safety policies while presenting informative talks and tours.

This full-time, permanent role requires supervisory experience, strong customer service and communication skills, and the ability to handle emergencies

Qualifications

• Experience in a supervisory position in a related visitor services background.
• Excellent customer service skills including dealing with enquiries and complaints.
• Proven management abilities, including performance management.
• Experience of public speaking.
• Proficient IT skills (Word, Outlook and Excel).
• Excellent written and verbal communication skills.
• Ability to multi-task and handle conflicting demands.

Responsibilities

• Ensure excellent customer service as the main priority for you and your team.
• Provide a warm welcome to all visitors and engage them with the charity.
• Assist the Visitor Services Manager to supervise the team from the front-line.
• Ensure visitor service operations comply with health and safety, wellbeing, and security protocols.
• Take action in emergencies, weather warnings, complaints and urgent situations.
• Monitor visitor facilities and flow, maintaining health and safety standards.
• Provide ongoing feedback on visitor operations to the Visitor Services Manager.
• Be an ambassador for the charity by giving informative talks and tours daily.
• Provide first aid to visitors, colleagues and volunteers.

Skills

Supervisory experience

Customer service

People management

Public speaking

MS Word

MS Outlook

MS Excel

Communication skills

Multitasking

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Visitor Services Supervisor (2330)

Salary: £31,181 per annum

Poscity: Sidmouth

Poscountry: UK

Area: Income Generation

Vacancy Type: Permanent

Full or Part Time?: Full Time

The Donkey Sanctuary is an international animal welfare organisation, offering care and protection to donkeys worldwide. Our vision is a world where every donkey has a good quality of life, and our mission is to improve the lives of donkeys every day. We will achieve this by transforming the lives of donkeys in need worldwide by fostering greater understanding, collaboration and support, and by promoting lasting, mutually life-enhancing relationships.

This is an exciting time to join The Donkey Sanctuary. We are seeking a motivated, well‑organised individual with supervisory experience to join our Visitor Services team as a Visitor Services Supervisor. This is a fantastic opportunity to play a key role in delivering an exceptional visitor experience while supporting and leading a dedicated team. You will assist the Visitor Services Manager by ensuring that every visitor's experience is positive and memorable through exceptional customer service. Ensuring the site is compliant with the health and safety policies at all times. In addition you will take on the role of Duty Manager at least 3 days a week in the absence of the Visitor Services Manager.

About You

• Demonstrate experience in a supervisory position in a related visitor services background.
• Able to demonstrate excellent customer service skills; which includes successful experience of dealing with enquiries and complaints from supporters/members of the public.
• Proven management abilities, including performance management.
• Previous experience of public speaking.
• Able to demonstrate proficient I.T. skills (proficient in Word, Outlook and Excel);
• Able to demonstrate excellent communication skills, written and verbal.
• Ability to multi-task and able to demonstrate working with a number of conflicting demands.

About The Role

Your principal duties and responsibilities will include –

• Ensuring excellent customer service is the main priority of you and your team, giving a warm
• welcome to all visitors and engaging them in the charity at every opportunity.
• Assist the Visitor Services Manager to supervise and motivate the visitor services team from the front-line.
• To ensure that all visitor service operations are carried out in accordance with the Sanctuary's health and safety, wellbeing, and security protocols.
• Take action and responsibility in the case of emergencies, weather warnings, complaints, and situations that require immediate action.
• To monitor the facilities for visitors at the Sanctuary (including donkey/visitor crossings, car parks, toilets, walkways, bins, signage, visitor flow etc.) maintaining a high standard and health and safety protocols.
• Provide ongoing feedback on visitor operations to the Visitor Services Manager.
• Be a superlative ambassador for the charity, ensuring yourself and the team provide visitors with informative and inspiring talks and tours daily.
• Provide first aid to visitors, colleagues and volunteers.

What We Offer In Return

Based in Sidmouth, Devon – an Area of Outstanding Natural Beauty – this is a full‑time, permanent contract starting as soon as possible, working 37.5 hours per week, 5 days out of 7, with weekend work as part of a rota.

Benefits

• Competitive pension.
• Life assurance.
• 31 days holiday (including Bank holidays), rising to 34 will each full year of service.
• Wellbeing team.
• Recorded Pilates and Yoga classes.
• Long service awards.
• Healthshield plan –
• Reimbursement of some medical expenses up to the specified limits per membership.
• Offers, discounts and cashback on shopping, travel and entertainment from participating outlets.
• Access to a 24/7 GP and counselling service.
• Free parking.
• Subsidised restaurant and shop.

Closing date for completed applications: Monday 26 October 2026.

We reserve the right to close this vacancy before the advertised date and therefore encourage early applications.

The Donkey Sanctuary is a Disability Confident Employer.

The Donkey Sanctuary is committed to safeguarding and promoting the welfare of vulnerable people (children and adults), and expects all staff and volunteers to undertake this commitment. Applicants will be subject to safer recruitment processes, including an application for a Disclosure and Barring Service (DBS) check where required for the post.

The Donkey Sanctuary also participates in the Inter Agency Misconduct Disclosure Scheme and, for relevant posts, may request information from applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment.

Please note: The Guaranteed interview scheme is only applicable to candidates who consider themselves to have a disability applying for roles based within the United Kingdom.

NOTE TO APPLICANTS: We look forward to receiving your application, but we do ask you to complete this in your own words, and not to employ an Artificial Intelligence (AI) writing tool or assistant. Applications that are considered not to be an applicant’s own work may not be shortlisted for interview.

Before submitting your application, please ensure you read our candidate journey page, in particular our FAQs section – https://jobs.thedonkeysanctuary.org.uk/jobs/candidate-journey/

Documents

• JD_INC_ COMMERCIAL_Visitor Services Supervisor 2026.pdf (133.52 KB)

Additional Information

• Note to Applicants Under 18 Years of Age(pdf)
• DCES guidance for applicants(pdf)

Location

Slade House Farm

Slade House Farm, Sidmouth, Devon, UK, EX10 0NU