We’re not just an amazing, award-winning visitor attraction that’s home to 20,000 incredible animals inside 128 acres of stunning gardens. We’re not just the UK’s most popular zoo. We’re a major wildlife charity that’s committed to the recovery of endangered species, globally. And, as the world faces an extinction crisis, we’re making a hugely significant contribution to conservation at a time when it’s needed most. We are Chester Zoo and we prevent extinction.
Our working environment could not be more different from a typical office – where else can you see critically endangered orangutans from your office window, or stroll among rare giraffes and tigers on your lunch break?
The Role:
Travel Trade & Tourism is a small, dynamic and exciting department within the zoo. As a team we are responsible for growing Chester Zoo ticket sales from third-party B2B partners and group bookers through business development, relationship management and sales marketing.
The Group Booking Assistant will assist the Travel Trade & Tourism team by processing group sales and providing excellent customer service to bookers.
As a Group Booking Assistant you will:
* Respond to enquiries from potential group bookers via email and over the phone in a polite and efficient manner, with occasional face-to-face customer interaction required.
* Follow up on enquiries, chasing potential leads and maximising upsell opportunities.
* Process bookings via our ticketing system, creating provisional and confirmed bookings, taking card payments over the phone and cashing up tills.
* Keep the booking log up to date and input report data to ensure that accurate sales records are maintained to help with the production of invoices.
* Liaise with group bookers to confirm booking dates and final visitor numbers, creating booking confirmations and arrival packs.
* Liaise with our agents and B2B partners in a friendly and polite manner to ensure that important corporate relationships are maintained in the absence of the Travel Trade & Tourism Officer & Assistant.
* Liaise with other Chester Zoo departments to ensure the smooth arrival of group visitors, including occasionally being available to help with meet and greets.
The Package:
* Temporary contract until 31st December 2025.
* Rate of pay of £11.55 per hour, regardless of age. Increasing to £12.21 from 1st April 2025.
* Working 20 hours a week Monday to Friday (including bank holidays) with occasional weekend and evening work required.
* Auto-enrolment into National Employment Savings Trust (NEST)
* Free staff admittance to Chester Zoo
* 1 x free admittance ticket for family/friends per month of service. These will be sent out at the end of your contract
* Staff discount in our restaurants and retail outlets
* Subsidised staff canteen
* Free travel on the X1 Bus Service between Chester / Ellesmere Port train stations and Chester Zoo (Whilst working only)
* Online discount/cashback scheme
* Free entry to affiliated zoo’s and collections through BIAZA including Blue Planet Aquarium
* Access to West Cheshire Credit Union
* Free Staff Association Representation
* SharePoint – free advertising space for CZ employees
The ideal candidate will:
* Have experience of working in a fast paced, customer service environment
* Have good communication skills and be confident selling to corporate customers as well as members of the public in an email, telephone and face to face setting.
* Have a good standard of education, including a GCSE (or equivalent) in maths and English.
* Have experience of using booking systems and credit card transactions.
* Have previous sales and general administration experience.
* Be confident and experienced in Microsoft Office & databases including Excel.
* Have strong organisational skills.
* Have an eye for detail and accuracy.
* Excellent time management and experience of hitting deadlines.
* Have experience of working with a wider team to ensure that exceptional customer service standards are maintained.
Although not essential, the following would be desirable:
* Experience working within the Travel Trade & Tourism industry.
* Experience of using CRM systems.
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