Visitor Services Officer

Job summary

As a Visitor Support Officer working every weekend, you will contribute to achieving an exceptional visitor experience, providing outstanding service so that visitors leave with lasting memories. Working across our visitor welcome/visitor centre, you will also work with the wider team to maintain our visitor facilities, making sure our visitors have a smooth, inclusive and enjoyable experience. You will help cultivate a supportive and positive work environment that encourages teamwork, productivity and individual growth. You will take opportunities to promote Forestry England’s work including events, membership, legacy giving and volunteering.

Job description

Key responsibilities & accountabilities

As part of our visitor service team, working weekends, you will operate our visitor welcome area, handle credit card sales, and proactively selling Forestry England memberships.

• Give information and deal with enquiries from customers inclusively, positive and friendly

• Regularly inspect car parks, walking, running and cycling routes, and other recreational facilities including play areas

• Take pride in managing litter, to create a safe and enjoyable environment

• Help maintain clean and welcoming public areas for our visitors to enjoy

• Be willing to train in first aid and help when needed, contributing to safe and effective visitor support services

• Work closely with staff and volunteers, ensuring a supportive and collaborative atmosphere

• Follow Forestry England’s procedures for risk assessments, and customer service, being consistent and efficient

• Oversee parking infrastructure, addressing any issues quickly to ensure a hassle-free experience for visitors

• Carrying out minor repairs and maintenance such as play area safety surfacing

• Helping with stock management

And any other tasks, reasonably requested by your line manager.

Person specification

Skills, knowledge & experience

Essential professional and technical experience

• Experience in delivering excellent customer service both in-person and using a variety of digital platforms

• Proven ability to work as part of a team

• Practical understanding or a willingness to learn about health & safety best practices and a commitment to a positive health and safety culture in an outdoor environment

• Competent IT user with experience in MS Office suite of applications

Desirable professional and technical expertise

• Basic DIY experience including the ability to carry out minor maintenance tasks on visitor buildings, signage, trails

• Experience of operating electronic admissions or retail till systems

• Experience of managing stock

• A working knowledge of risk assessments and safe working in an outdoor setting

• Experience of working at a visitor attraction in the heritage and/or environment sector

Qualifications

Essential

• Full UK driving license

• A GCSE in Maths and English or functional skills equivalent/equivalent Engineering subject

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together
• Communicating and Influencing
• Delivering at Pace

Benefits

Alongside your salary of £26,959, Forestry Commission contributes £7,810 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.

How to apply…

You will be asked to write a 200 word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form.

This is a Temporary Appointment for [until 31st July 2028] with the possibility of extension or permanency but no guarantee.

The duties of this post require the applicant to have a full current driving licence that enables them to drive in the UK. However, the Forestry Commission is willing to consider any proposals put forward by applicants that would allow them to do the job by any other means.

This role is Part time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

The Behaviours being assessed at interview are –

• Managing a quality service
• Working together
• Communicating and influencing
• Delivering at pace

Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.

If you require any reasonable adjustments, please email [email removed].

If you're planning to use AI to support your application, please ensure you've read our guidelines here first.

Read more about our application process and working with us on the Forestry England website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo an enhanced (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

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