Twycross Zoo - Follow Your Heart

Opening Times: 10am - 6pm

Charity Heart

Twycross Zoo is a registered charity (number 501841) which exists to support conservation, education and research.

Guest Services Team Leader (2930)



£22,000 - £22,000/annum + fantastic additional benefits

Job Location
- United Kingdom -- England -- West Midlands -- Warwickshire -- Atherstone

Job Type

27 December 2018

Guest Services Team Leader

We’re Twycross Zoo (TZ), an award-winning conservation charity and rapidly growing visitor attraction, currently attracting 500,000 visitors each year. We’re at a very exciting stage of development with the first phase of a 20-year, £55million masterplan underway.

This masterplan will see us develop new habitats for a refreshed animal collection and enhanced visitor experience. We’re at the forefront of conservation, education and research, and have a strong commitment to our award-winning education programme which aims to increase the level of awareness, knowledge and understanding about the animals and their plight in the wild.

At TZ you’ll be part of an evolving and progressive organisation, with staff engagement at its very core. We offer a diverse range of roles and are committed to the fundamental approach of equal opportunities in employment. Our team strives to educate and inspire everyone to care about, and therefore contribute to saving, the other species with which we share our planet.

What will this role of Guest Services Team Leader entail?

As the Guest Services Team Leader, you’ll be reporting to the Guest Services Manager and be responsible for effectively leading and managing team members, ensuring that all visitors to Twycross Zoo have a safe and memorable experience, whilst maximising profit from visitors.

You’ll undertake a hands-on role in ensuring the efficient running of the day-to-day guest services operation, overseeing the management of guest services; car parks; Gift Aid; memberships; customer enquiries; main gate; pay booths; Soft Play; Safari Cars; mobility hire; waste management and cleaning.

What will I need to be considered for this Guest Services Team Leader vacancy?

  • Proven experience at team leader level within a customer-facing role, ideally within the leisure industry
  • Demonstrable people management and customer care skills, with the ability to competently and professionally train others in customer care
  • A successful track record of focusing on deliverables
  • Good understanding of the importance of Health and Safety compliance
  • IT literate, with good working knowledge of Microsoft Word and Excel

Although not essential, having a current certificate in First Aid at Work, and up to date training in first aid, defibrillator use and oxygen therapy, would be highly advantageous.

As the Guest Services Team Leader what will I receive in return?

You’ll receive a salary of £22,000, along with fantastic additional benefits including 31 days holiday per annum (inclusive of bank holidays), private medical insurance and life assurance, a staff membership card, giving you free entry to the Zoo on your days off and discounts in our retail and food outlets, and free onsite parking.

Contract: Permanent, working an average of 38 hours per week, 5 out of 7 days per week (including weekends), 9am to 6pm during the summer, and 9am to 5pm during winter. Flexibility will be required to meet business needs.

Location: Atherstone, Warwickshire (on the A444, which is easily accessed via the A5 and the M42 Junction 11).

All applications for this Guest Services Team Leader vacancy are to be submitted online, and strictly no agency calls or agency CV submissions.

Contact information

Twycross Zoo