Sunday, August 7, 2022

Head of Education & Customer Liaison

Bedford Estates

Job Description

Job Title: Head of Education & Customer Liaison Reporting to: Managing Director – Woburn Safari Park Key Contacts: All Head of Sections

All Staff Members Personnel Advisor

Job Level: C

Job Profile: Customer Service Attention to detail

Communication Task Management

Teamwork Problem Analysis

Decision Making Commercial Awareness

Purpose of Position:

The post of Head of Education & Customer Liaison, is crucial in ensuring that Woburn Safari Park educates, entertains and ensures that all visitors to the park leave with a relevant educational message and recognise that Woburn is making a real contribution to conservation.

The post-holder will seek out opportunities to develop the current educational offering of the park from primary, secondary and higher education groups. In addition, the post-holder will explore, with all Head of Departments throughout the park, opportunities to expand our educational messages for all visitors.

The post-holder will act as the Customer Liaison person for any complaints, investigating with the specific Head of Department and sending a response to the customer.

To APPLY https://www.woburn.co.uk/careers/vacancy/?Category=Education&Advert=q2RWKEQxXBE3pux6%2Fj0mJQ%3D%3D

Education

· Develop a new written education strategy and an active education programme including an evaluation tool for curriculum-linked sessions aimed at preschool, key stage 1-4 and FE/HE sessions for colleges and universities.

· Develop, deliver and evaluate educational programmes for individuals and groups with behavioural, emotional and special educational needs.

· In collaboration with all Animal Head of Sections & the Animal Research and Zoo License Officer, assist with the park’s public talks and displays programme, with particular emphasis on its educational and conservation content.

· To communicate and actively promote the park’s policy with regards to education, conservation, research and animal welfare, both within the park and to external bodies and organisations.

· Engage with education and learning professionals, not solely within the Zoo community, to extend learning opportunities and activities at the park.

· In collaboration with the Animal Head of Sections & the Animal Research and Zoo License Officer, to develop the current portfolios of workshops both in holiday and during term-time that delivers; Animal Welfare, Education, Research, & Sustainability that are all key deliverables for the park under its Zoo Licence.

· To take part in any education and conservation activities held at the zoo including fund raising campaigns and other associated events and functions.

· Prepare and manage the budgets and sales plans for the areas of responsibility.

· To produce, review and maintain departmental protocols and risk assessments in line with the parks safe working practices and under the approval of the park’s Health & Safety Manager.

Customer Service

· Act as a supportive mentor to front of house colleagues, encouraging excellent service, but acting firmly when standards are not met; provide daily coaching and mentoring to reinforce behaviours and values of Woburn Safari Park and ongoing constructive feedback.

· To undertake the role of Leisure Duty Manager twice weekly.

· Complaint and Resolution Management.

· Incident Management.

· Health & Safety including evacuation strategy in coordination with all Head of Departments.

· Be a visible presence during the parks opening hours.

· Provide 1st line response to all customer and emergency incidents, requesting HOD support as per post-holders assessment, resolving the issues encountered and reporting these via incident forms with all non- resolved issues escalated to the Managing Director.

Personnel

· Ensure all staff complete the relevant induction processes and are systematically reviewed/given constructive feedback during their probationary period to ensure that procedures and the required standards of performance are made clear and adhered to.

· Ensure that staff adopt and adhere to the current Woburn Dress Code in order to promote a positive and professional image at all times.

· Ensure all staff are regularly monitored and appraised, and that a formal appraisal takes place annually.

· Ensure all administration relating to personnel matters are completed, accurate and timely records are maintained.

GDPR

· Support and encourage staff to comply with data privacy policies & ensure staff take part in data protection awareness training.

· Alert Managing Director when required to the need for Privacy Impact Assessments (PIAs).

· Undertake PIAs and mitigate risks, co-ordinating with the Data Protection Co-ordinator when required.

· Identify staff access requirements to personal data and pass the information to IT.

· Update personal data handling procedures for staff in relation to processing activities.

· Identify staff undertaking marketing activities and ensure appropriate procedures are in place.

· Ensure retention schedules (governing the length of time documents are stored) are adhered to regardless of whether the personal data sits in email, the business filing structure or third party software. Alter procedures that put personal data at risk.

· Data Subject Rights - ensure processes are in place to:

- Rectify/update personal data according to data subject requests;

- Identify and meet the requirements of subject access requests directed by Personnel and the Data Protection Co-ordinator;

- Ensure only individuals who have consented for marketing receive marketing communications and that preferences are updated and consent status documented.

General

· Attend and contribute to all relevant meetings across the park and Estate as and when required.

· Promote the park’s best interests at all times by the exemplary manner in which you perform your duties.

· Comply with any reasonable request by the Managing Director.

I understand and agree to the duties and responsibilities as outlined in this job description.

Employees Signature …………………………… Date ……………..

Person Specification

Position:	Head of Education & Customer Services
Location:	Woburn Safari Park
Reports to:	Managing Director – Woburn Safari Park

	Essential	Desirable	Personnel Use Only
Qualifications Required:	· Bachelor’s degree in education or related field	· Master’s degree in related field · Teacher training certificate · Animal management qualification
Experience Required:	· Two years minimum experience in a formal or informal education setting · Significant line management experience · Minimum two years’ experience with educational programme development, curriculum development and implementation, best practice instructional techniques and supervision · Preferred teaching philosophy aligned with interdisciplinary teaching, outdoor/environmental education, inquiry-based learning, and child development · Design & delivery of training · Demonstrable experience of interaction with the public · Ability to deal with difficult situations and customers · Ability to influence others · Working with schools and colleges	· Working in a leisure environment · Working with volunteers
Skills/Technical Knowledge:	· Ability to motivate staff including children · Microsoft IT systems including Excel, Word, PowerPoint	· Awareness of Zoo guidelines and procedures regarding research
Personal Attributes & Particular Competences to be demonstrated:	· Decision making · Communication · Customer Service · Attention to Detail · Problem Analysis · Task management · Commercial Awareness · Teamwork
Any other requirements:	· Interest in conservation · Interested in animal welfare · Full current driver’s license and willingness to drive safari vehicles off- road as required

· Willing to undergo a full enhanced DBS check

· Flexible approach to working hours (any 5 days from 7)

PLEASE CONSIDER A DONATION FOR POSTING OUT YOUR VACANCY.

It will be greatly appreciated as I am semi retired and have had no regular income for over two years.

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