Receptionist and Supporter Services Advisor - London Zoo

We’re ZSL, an international conservation charity. 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. Through the work of our pioneering scientists, our dedicated conservationists and our unrivalled animal experts in our two zoos, we guide and enable others in the UK and all across the world. Inspiring, informing, empowering – working for wildlife. 

Role Profile

ZSL is looking for a full-time Receptionist to be the first point of contact for, and to ensure the smooth entry of visitors to the ZSL main office based at Regents Park in an efficient, professional and friendly manner. You will be part of the wider Supporter Services department providing administrative support to the team and dealing with visitor and supporter enquiries. The successful candidate must be professional and approachable, and look presentable at all times as the job holder is representing ZSL at all levels and will frequently be in contact with general visitors, supporters, Fellows and members of the ZSL Council.

Main Duties and Responsibilities

Reception:

• Greet all visitors to the ZSL Main Office, record their visit in the Visitor’s Book, issue visitor ID passes, and contact the host to inform them of their arrival, following procedures as defined by the Senior Supporter Services Manager
• Respond to main office alarms and take on the role of fire warden for the reception area of the building
• Monitor the condition of the main office meeting rooms and foyer (including display cabinets), ensuring that any cleaning and maintenance issues are raised and reported to the Facilities department

Supporter Services Advisor:

• Respond to all customer contact covering both ZSL London and Whipsnade via email, social media etc. in line with performance standards set. Communicate effectively with all customers and provide a high level of service across a broad range of customers which will include visitors, members, schools etc.
• Understand, promote and sell a broad range of ZSL products and services including membership, fellowship and patrons, experiences, donations and regular gifts, adoptions, education bookings, ticket sales, events, admissions, and online ticket queries
• Work to the agreed Key Performance Indicators (including sales/conversion targets) and Service Level Agreements as set by the Senior Supporter Services Manager and Head of Commercial

Person Specification

Ideally the job holder will:

• Have exceptional customer service skills.
• Be able to communicate clearly and effectively by email, in person and by telephone.
• Have an understanding of the security considerations when working on a reception.
• Have a good working knowledge of SRO4 or similar customer relationship management system within a charity or commercial environment.
• Proficient with Microsoft packages – Excel, Word and Office with the ability to data input fast and accurately.

Please note: This is a full-time permanent contract.  The shifts worked will be 8am to 4.00pm; Monday to Friday.  There may also be the option to work overtime depending on business needs.

To Apply

Applicants will need to upload their CV and covering letter (detailing relevant experience and skills). Click the "Apply for this job online" button.