Visitor Centres Supervisor

ABOUT THE ROLE

To assist the Visitor Centres Manager (VCM) with operations of the three Epping Forest visitor centres. To support the provision of the best possible retail experience to maximise revenue and provide cost effective services, including management of financial systems. To supervise staff on front of house duties in the provision of exemplary customer service. To assist the VCM with creating and delivery of an exciting program of annual events and activities.

MAIN DUTIES & RESPONSIBILITIES

• To assist the VCM with the operation of the visitor centres (at the Epping Forest Visitor Centre at Chingford, Queen Elizabeth’s Hunting Lodge, High Beach and Wanstead Park).
• To assist the VCM with the day-to-day retail operations across the visitor centres, including managing stock, displays, tills, cash handling, routine banking and accurate record keeping.
• To supervise front of house staff including permanent part time staff, casual staff and volunteers. To be an exemplary role model to inspire excellent customer service.
• To assist the VCM with ensuring the visitor centres / events are operating safely, including carrying out risk assessments, following health and safety policy and procedures and undertaking regular safety and maintenance audits and assessments.
• To assist the VCM with creating, organising and delivering an exciting annual events programme across the visitor centres.
• To support the VCM with regular stock checks and management of auditable systems to ensure stock is tightly controlled, stored and distributed to minimise wastage.
• To assist the VCM with ensuring that visual merchandising is current, carried out to the highest standards and that there are regular promotional or seasonal displays to drive sales.
• To assist in researching new suppliers and stock lines and continue to provide a unique consumer experience within the retail operations.
• To assist in the cover of the visitor centre front of house and shop, greeting visitors, selling items, visual merchandising and answering enquiries as and when required.
• To assist with light cleaning duties and movement of stock / displays as required.
• To assist with exhibition displays, hanging of artwork, production of publicity, and promotion of exhibitions in the galleries at the Visitor Centre.
• To be committed to learning about Epping Forest to convey to customers a wide range of visitor service information relating to the Forest.
• Stay informed of any legislation relevant to the role such as the requirements of the Public Sector Equality Duty and GDPR in terms of information sought, processed, and stored.
• To carry out the duties of the post in accordance with the Data Protection Act, the Computer Misuse Act, the Health and Safety at Work Act, and other relevant legislation.
• Take responsibility for the safe keeping of all assets held, adhere to all security standards of the City of London Corporation, and encourage others to do so.
• Actively seek to implement the City of London’s Occupational Health and Safety Policy in relation to the duties of the post, and at all times give due regard to the health and safety of both themselves and others when carrying out their duties.
• Actively seek to implement the City of London’s Equal Opportunity Policy and the objective to promote equality of opportunity in relation to the duties of the post.
• To undertake any other duties that may reasonably be requested appropriate to the grade.

CANDIDATE REQUIREMENTS

Please find below the qualifications, experience and technical skills required to undertake this post. Each criterion will be assessed at application (A), interview (I) or test (T) as indicated below.

Professional Qualifications / Relevant Education & Training

• Good knowledge of supervising staff and volunteers. (A, I)
• Good understanding of Equalities and Data Protection Law. (A, I)
• Good knowledge of issues affecting public open spaces. (A, I)
• Full, current UK driving license required.

Experience Required

• Experience in a role supervising a visitor centre or shop within Open Spaces or similar environment (A, I, T)
• Experience of supervising in a retail environment. (A, I, T)
• Experience of developing and maintaining excellent internal and external relationships with a focus on delivering excellent customer services. (A)
• Experience of delivering events, to a wide range of audiences, including families. (A, I)
• Experience of supervising staff and volunteers. (A, I)
• Experience of working with cash handling and meticulous skills with record keeping and stock control. (A, I, T).
• Experience of undertaking technical and health and safety audits of a building / service.(A, I, T).
• Experience of operating a building with health and safety procedures adhered to ensuring staff and visitor safety (A, I).
• Knowledge of open spaces / environmental sites (A, I).

Technical Skills & Knowledge

•  Good written communications skills. (A, I, T)
• Highly personable, able to engage with a diverse public, be understanding, warm and good humoured whilst remaining consistent with messaging. (A, I)
• Able to motivate and enthuse volunteers and staff and to demonstrate how they are valued in order to retain staff and volunteer commitment. (A, I, T)
• Excellent verbal communications skills in order to consult with a wide range of internal and external customers. (A, I, T).
• Creativity and effective organisational skills to develop and run events, supporting the VCM. (A, I, T)
• Excellent numeracy skills and ability to analyse, interpret and present statistical information, as well as able to undertake cash handling accurately and meticulously keep records for audit purposes. (A, I, T)
• Able to deal with difficult audiences and conflict situations confidently and plan ahead to avoid or mitigate potential situations. (A, I)
• Ability to plan and manage own work streams using project management and organisational skills, attention to detail and methodical administration to facilitate consistency in meeting deadlines. (A, I, T)
• Ability to prioritise work, multi-task, and respond calmly under pressure to meet organisational demands. (A, T)

Other Relevant Information

• Enthusiasm and interest in nature conservation and the environment would be of benefit.
• Some evening and weekend work may be required for events to meet business demands.

To view the JD and application process, please click here –>Job Information Pack – Visitor Centres Supervisor