£12.04 an hour (to be reviewed in April 2025) 16hrs Permanent Annualised Hours Contracted (minimum) with additional hours available. Closing Date : 28 March 2025 with interviews taking place on 2 April Are you passionate about creating unforgettable experiences and inspiring positive change? We are looking for a dynamic and motivated Guest Service and Engagement Supervisor to lead our team in delivering a world-class experience for all our guests. In this role, you will supervise and motivate the Guest Engagement Team, ensuring a smooth visitor journey across all areas of our site. You will work closely with the Guest Services and Engagement Team Leaders and report to the Guest Services and Engagement Managers to run an efficient daily operation. Your leadership will help us operate as one cohesive team, championing the Eden mission and inspiring our guests. Key Responsibilities: Supervise the Steward and Facilitators Team, supporting their welfare, development, and performance. Provide strong leadership and motivation, adapting to the diverse skills and experience of the team. Ensure all team members are trained and updated on daily operations. Maintain a positive attitude towards health and safety, and manage operational systems and procedures. Champion service excellence and the Eden spirit, ensuring the wellbeing and safety of guests and colleagues. Support recruitment, induction, and training programs, and manage administrative tasks such as scheduling. Flexibly assist the wider team in delivering a world-class guest-first experience. If you have a 'can do' attitude, strong leadership skills, and a passion for guest engagement, we want to hear from you Join us in creating memorable experiences and inspiring positive change. JOB DESCRIPTION Job Title: Guest Services and Engagement Supervisor Department: Operations, Services and Engagement Job Family Definition Roles within the Operations, Services and Engagement job family focus upon the Eden experience, providing world class services, activities, engagement and events, which engage, inspire and entertain, thus enhancing individuals understanding, experience, skills and enjoyment. Role Purpose To supervise and motivate the Guest Engagement Team ensuring that the team delivers a consistent, world class experience for our guests whilst ensuring a smooth visitor journey across all areas of the site. To encourage and ensure that the team are engaging with our guests across site to communicate and champion the Eden mission at all times. You will work alongside the Guest Engagement Team Leaders and report into the Guest Engagement Manager to run an efficient daily operation. Ensuring that we operate as one-team working together to deliver a consistent, world-class experience for all our guests that inspires positive change. Key Responsibilities Supervise the Steward and Facilitators Team and support their welfare, development and performance ensuring that they are a positive, motivated, confident team who feel set up to succeed and enjoy the diverse role they fulfil. Strong leadership and motivational skills with a ‘can do’ attitude always adapting to the diverse skills and experience of the team. Ensure that all team members are trained and constantly updated on developments to the daily operation. Confident understanding and positive attitude towards health and safety and the demands of the various roles of the team and their working conditions. To maintain relevant and update operational systems and procedures. To always consider the wellbeing and safety of visitors and colleagues by working closely with the daily operational teams to prevent and solve visitors’ problems and actively championing service excellence and the Eden spirit. To support the Guest Services Manager and Production Manager with recruitment, induction and training programs. To carry out administrative tasks including payroll and scheduling, ensuring that the team delivery is within agreed payroll budgets. Flexibility to action other reasonable requests as delegated by a senior manager to assist the wider team deliver a world class guest experience. Demands of the Role Education & qualifications Operational experience of maintaining controls and systems within a multi skilled environment. Qualified to A level or equivalent or relevant NVQ level 3 or 4 qualification or National Diploma/Certificate. Knowledge & skills The ability to plan, manage, organise and report on both your own work and the work of other team members. Highly organized, proactive and flexible in approach to your work. ICT literate with a very good working knowledge of Microsoft Office applications. Decision- making Make day to day decisions in order to ensure that the daily operational delivery is seamless. This will require an adaptive and flexible approach. Reporting to Line Manager regularly, escalating any business critical decisions to the Guest Services Team Manager. Resourcefulness Self-motivated with the ability to work on your own. Ability to adapt to and tackle challenges head on with a positive, can-do attitude. Reactive problem solving is routine. The ability to work with other teams to plan and schedule delivery on site in the most organised and streamlined way possible, often to extremely tight deadlines. People & asset management Strong character, team player, completer-finisher and a ‘can do’ attitude. This role shares responsibility for the supervision of a team of up to 45 members. Shared responsibility of tools and equipment and personnel data within the department. Shared responsibility of managing staffing levels to budgetary requirements. Communication & visitor experience Provide an outstanding level of supervision, support and feedback to the Guest Services Team by positively championing and promoting the Eden story and its operation with exemplary communication skills. Operational environment This role involves working in a variety of climatic environments across site as well as office time. You will need to be self-motivated to manage the day to day whilst leading the team, although you will work alongside the Guest Services Team Leader and have regular contact with the guest Services Team Manager and the Duty Managers. In order to meet operational site needs you will be required to work weekends and some evenings. Other details Job Family Visitor Services Pay Type Hourly