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Main Purpose of Job:

To provide excellent customer service and maximise sales within the Retail and Admission Department.

Staff will be required throughout the year, particularly during peak times such as school holidays. Hiring will therefore be spread throughout the year.

Scope of Job:

• Reporting into the Retail and Admissions management team.
• By providing exceptional customer care to all ZSL internal and external customers and helping to maximise revenue for the charity.
• The ability to work in a fast paced and pressurised environment that is target driven

Key Objectives:

• Demonstrate an exceptional level of personal customer service and set this standard to all.
• Follow admission/membership systems and procedures for efficient visitor handling whilst maximising commercial opportunities.
• Follow retail systems and procedures for efficient visitor handling whilst maximising commercial opportunities.
• Maximise revenue by proactively selling and stock replenishment.
• To maintain the security and accuracy of the departments financial responsibilities.
• Maintain a high level of presentation standards in all of our outlets and ticket selling areas.

Operations

• Ensure that all shops, admission and membership areas are fully operational and that any issues are raised with the Retail and admissions management team.
• Maintaining a high level of customer service, dealing efficiently and courteously with any questions or requested information.
• Maintain hygienic storage and effective stock date rotation for all perishable goods.
• Ensure accurate stock file records through thorough checks of warehouse deliveries, processing damaged goods and both annual and ad hoc stock counts.
• Maximise revenue for the charity by proactively upselling to our visitors and maintaining good stock levels in all outlets and admissions areas through regular stock replenishment.
• Ensure that all business systems and operational procedures are followed.
• As the responsibilities of the Retail and Admissions department are so broad it is important to maintain a flexible and adaptable approach to your work with a positive ‘can do’ attitude.

Development

• Develop strong communication channels with the Warehouse, Buying and Merchandising teams to ensure a good working relationship.
• Develops and maintains good up to date knowledge of all ZSL ticket types, promotions and attractions, actively promoting and looking for opportunities to up sell the same.

Financial

• Is responsible for the accurate reporting of daily sales figures on both the admissions gates and the retail outlets.
• Carries out own work requirements in an organised and efficient manner.
• Confirms visitor’s eligibility to gift aid before accurately completing the relevant CRM records.
• Maintaining visitor confidentiality when accessing the charities CRM records.
• Takes care in the security and accuracy of all areas of cash handling. If any anomalies are detected ensures that the Team Leaders are informed immediately.
• Ensuring all relevant security measures area in place when dealing with monies within ZSL London Zoo car park.
• Play an active part in ensuring that the departments KPI targets are met through the active selling of guidebooks, taking of gift aid and donation information and by the sales of products through the Retail outlets.
• Ensures that perishable products are regularly date checked and reduced where necessary to avoid unnecessary wastage, keeping Team Leaders informed of any action taken.
• Uses initiative to suggest ways to increase revenue and save costs within all areas.
• Ensures adequate security across the operation for the protection of staff, visitors and ZSL’s assets. Reporting any issues immediately to a line manager.

People

• Actively takes part in any department or business wide incentives and encourages their peers to do the same.
• Be approachable, fun and friendly to all visitors and team members at all times.

Health & Safety

• Sets a high standard to ensure the safety of you and others around you.
• Works in a manner with a high regard to personal and others safety.
• Communicates with line managers to ensure effective repairs and minimal equipment downtime.
• Ensure all securities measures are followed when lone working.
• Ensure unsafe acts or conditions are reported at once via ZSL policy and procedure.

Person Specification:

• Proven experience within the retail or admission sector.
• Ability to work outside in cold temperatures and with marshmallow toasting fire pits.
• Ability to work a flexible schedule to meet the needs of the business, including evening/weekend and bank holiday shifts.
• The ability to verbally communicate to our visitors.
• Proven cash handling experience.
• Proven experience of using a computerised till unit.