Visitor Services Team Leader

Belfast Zoo
£15.82 per hour

Lead the visitor experience at one of Northern Ireland's most-loved attractions.

Are you a confident leader with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? Belfast Zoo is looking for a proactive and enthusiastic Visitor Services Team Leader to oversee our front-of-house operations and help create memorable experiences for thousands of visitors each year.

This is an exciting opportunity to lead a dedicated team while playing a key role in the day-to-day operation of the zoo's admissions, reception and retail services.

What you'll be doing

As Visitor Services Team Leader, you'll be responsible for ensuring our visitors receive a warm welcome and outstanding customer service from the moment they arrive. You'll:

• Lead, motivate and develop the Visitor Services team, ensuring excellent service standards are maintained.
• Manage the daily operation of admissions, reception, bookings and the souvenir shop.
• Handle customer enquiries and resolve front-line complaints professionally and efficiently.
• Coordinate staff rotas to ensure effective service delivery.
• Drive retail sales through effective merchandising, stock management and promotional displays.
• Process visitor bookings, memberships, animal experiences and other commercial products.
• Monitor sales performance and produce reports to help maximise income opportunities.
• Manage cash handling, reconciliations and financial procedures in line with council policies.
• Maintain stock levels, liaise with suppliers and oversee purchasing for the retail operation.
• Ensure visitor areas remain clean, welcoming and well-presented.
• Promote a positive team culture through coaching, training and supporting staff development.
• Support health and safety procedures, emergency evacuations and Council policies across the site.

We're looking for someone who:

• Has experience leading or supervising a customer-facing team.
• Delivers outstanding customer service with confidence and professionalism.
• Has excellent communication and organisational skills.
• Can manage competing priorities in a busy environment.
• Is commercially aware and enjoys driving retail sales.
• Is confident handling cash, bookings and administrative processes.
• Has strong problem-solving skills and can deal with customer complaints effectively.
• Is flexible, positive and enjoys working as part of a collaborative team.

Why join Belfast Zoo?

Working at Belfast Zoo means becoming part of a team dedicated to providing unforgettable visitor experiences while supporting one of Northern Ireland's most popular attractions.

You'll enjoy:

• Competitive hourly rate of £15.82 per hour
• A varied and rewarding leadership role
• Opportunities for training and professional development
• The chance to work in a unique and exciting environment
• The opportunity to make a real impact on visitor satisfaction and team performance

If you're an enthusiastic leader who enjoys delivering excellent customer experiences and inspiring others to do the same, we'd love to hear from you.

Apply today and help lead the team that welcomes thousands of visitors to Belfast Zoo every year.