VCTL/30/AYL/FEB25 - Visitor Centre Team Leader
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Posted: 06/02/2025 11:46 Salary: £19,036.16 Location: Aylsham Visitor Centre Level: Customer Services Deadline: 24/02/2025 23:59 Hours: 30 Benefits: No Job Type: Permanent
Visitor Centre Team Leader
Aylsham, North of Norwich
Part-time permanent contract (3 month probationary period applies)
30 hrs per week – shift pattern to be discussed at interview
Salary range: £18,938.40 rising to £19,406.40 upon completion of a successful probation period
We are seeking an enthusiastic and experienced Team Leader looking for a new challenge.
Redwings is one of the largest horse welfare charities in the UK, where everything we do is for the love of the horse. Working for us means you can make a real difference in the lives of the horses in our care while being part of a supportive and progressive workplace.
If you are hardworking, personable and have experience leading a team, then this role is for you!
What can we offer you?
• A busy, supportive, team-working environment
• Ongoing development through training and mentoring with opportunities for progression
• Wellbeing support through our Employee Assistance Programme
• Premium pay rates on Sundays and Bank Holidays
About the Role
To deliver an excellent visitor experience and provide exceptional stewardship to our visitors/supporters. Maintain competency and confidence in all skills expected at staff levels below this position, including daily takings, banking, the efficient use of the supporter database and Fundraise Up, ensuring income is appropriately recorded and reported. Under the direction of the Retail department, you are responsible for all aspects of retail within the Visitor Centre, including the gift shop, café and kitchen operation. Support the team with their learning and development as directed by the Visitor Centre Manager and support them to co-ordinate their tasks and responsibilities to ensure we deliver exceptional customer service and resources are used effectively.
Key Responsibilities
Fundraising
• Introduce visitors to Redwings work whilst delivering an excellent experience.
• Be knowledgeable and confident when delivering current fundraising messages, appeals and products, particularly Redwings adoption scheme.
• Actively encourage new adoptions and adoption renewals, encouraging regular gift as a preferred payment method.
• Steward supporters to develop donations from a one-off gift to regular giving and ultimately securing a legacy.
• Process supporters’ donations and adoptions in line with standard operating procedures and Redwings Data Protection policy.
• Respond to enquiries and complaints from visitors/callers, ensuring a positive solution is provided in line with legislation and best practice.
Gift Shop and Café (and kitchen)
• Liaise with Retail department directly, making decisions on Gift and Café (and kitchen) as requested by them.
• Ensure the Visitor Centre Manager and the team have all relevant information relating to Retail areas, stock and processes, particularly where change has been introduced, in a timely fashion.
• Ensure the correct stock is available throughout trading hours, considering the peaks and troughs of trade.
• Ensure stock holding figures are accurate, timely completion of ordering, booking in, transferring and writing off stock. Lead on quarterly stocktakes and ensure mini stocktakes are completed accurately no less than twice a month.
• Create a culture of safety and compliance within retail areas. Ensure national safety required records are used correctly and maintained for inspection. Work with line management to ensure the team are trained in kitchen hygiene and allergens. Work closely with H&S Department as necessary and adhere to all relevant Standard Operating Procedures.
Team
• Share best practice and ensure it is consistently followed by all staff and volunteers to deliver an exceptional visitor experience.
• Support the team to co-ordinate their tasks and responsibilities to ensure we deliver exceptional customer service and resources are used effectively.
• Motivate the team to work together for the benefit of the site and the wider charity, impacting on the line management as little as possible.
• Support the team with their learning and development as fundraisers in line with KPIs and initiatives as directed by the Visitor Centre Manager, acting as a peer mentor.
• Support the Visitor Centre Manager in completing rotas for the rolling year ahead, considering trading seasons, events and footfall.
Person Specification
Essential Criteria
* Evidence of a good standard of general education
* Computer literacy in Microsoft Outlook, Excel, Word and Teams.
* Proven success in a leadership/ management role - must have had previous experience.
* Retail, café or commercial kitchen experience.
* Experience of working across departments.
* Stock management experience.
* Good time management, organisational and administrative skills.
* Good written and verbal communication skills.
* Proven ability to motivate and influence colleagues.
* Attention to detail.
* Flexible approach to work and a willingness to learn new skills.
Desirable Criteria
* Fundraising experience.
* Current or previous food hygiene qualification.
* Money handling experience.
* Commercial cleaning experience.
Recently unsuccessful candidates need not reapply, thank you.
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