Job Description

Full time (37.5 hours per week)

Permanent

26,956 per annum



Are you passionate about delivering exceptional guest experiences? Do you have a talent for leadership and a drive to inspire positive change?

We're looking for a Team Leader to join our Guest Engagement Team! If you are a proactive leader with a passion for guest engagement and a commitment to excellence, we want to hear from you!

As a Team Leader, you will manage and motivate our Guest Engagement team, ensuring they deliver a consistent, world-class experience for all of our guests. You will play a crucial role in ensuring a smooth visitor journey across all areas of our site, championing the Eden mission, and inspiring positive change.

Key Responsibilities:

Lead and Develop: Guide the Guest Engagement Team, fostering a positive, motivated, and confident team environment. Support their welfare, development, and performance to ensure they thrive in their diverse roles. Collaborate: Work closely with the Guest Services and Engagement Managers, Duty Managers, and other Team Managers to create a seamless visitor experience from arrival to departure. Operational Excellence: Oversee the daily operations of the Steward and Facilitators team, ensuring exceptional customer service and engagement. Health and Safety: Maintain a strong understanding of health and safety protocols, ensuring the wellbeing and safety of guests and colleagues. Recruitment and Training: Support recruitment, induction, and training programs, and manage administrative tasks such as payroll and scheduling.

You will work in a dynamic environment where no two days are the same, in a vibrant and ever-changing setting. You will be part of a team that inspires positive change and champions service excellence and a guest-first approach.

Apply now to become a part of our dedicated team and help us create unforgettable experiences for all of our guests.

Closing date for applications:

Friday 16th May



JOB DESCRIPTION

Job Title:

Guest Engagement Team Leader

Department:

Operations, Services and Engagement



Job Family Definition

Roles within the Operations, Services and Engagement job family focus upon the Eden experience, providing world class services, activities, engagement and events, which engage, inspire and entertain, thus enhancing individuals understanding, experience, skills and enjoyment.



Role Purpose

To manage and motivate the Guest Engagement team ensuring that the team effectively delivers a consistent, world class experience for our guests whilst ensuring a smooth visitor journey across all areas of the site. To encourage and ensure that the team are engaging with our guests across site to communicate and champion the Eden story at all times. To train and mentor the Steward and facilitators team, whilst constantly adapting to the various learning styles and needs of the team and the guest. Ensuring one-team working together to deliver a consistent, world-class experience for all our guests that inspires positive change.



Key Responsibilities

Lead the Guest Engagement Team and support their welfare, development and performance ensuring that they are a positive, motivated, confident team who feel set up to succeed and enjoy the diverse role they fulfil. Reporting directly to the Guest Services and Engagement Managers, you will also work closely with the Duty Managers and other Team Managers to ensure that everybody supports each other seamlessly to create the best possible visitor experience from arrival to departure. You will lead the delivery of the diverse daily operational aspects of the Steward and Facilitators team. Team leadership both front and back of house, an exemplar of customer service, staff involvement and engagement continually identifying and developing opportunities to develop the guest experience. Strong leadership and motivational skills with a can do attitude always adapting to the diverse skills and experience of the team. Confident understanding and positive attitude towards health and safety and the demands of the various roles of the team and their working conditions. To maintain relevant and update operational systems and procedures. To always consider the wellbeing and safety of guests and colleagues by working closely with the daily operational teams to prevent and solve guests' problems and actively championing service excellence. To support the Guest Services and Engagement Managers with recruitment, induction and training programs. To carry out administrative tasks including payroll and scheduling, ensuring that the team delivery is within agreed payroll budgets.

Demands of the Role

Education & qualifications

Experience of leading a team and maintaining controls and systems within a multi skilled environment. Qualified to A level or equivalent or relevant NVQ level 3 or 4 qualification or National Diploma/Certificate

Knowledge & skills

At least 1 year's proven experience required to coach and lead others. The ability to plan, manage, organise and report on both your own work and the work of other team members. Highly organized, proactive and flexible in approach to your work. ICT literate with a very good working knowledge of Microsoft Office applications.

Decision- making

Make day to day decisions and aware that the impact of judgments and decision-making will be obvious in order to ensure that the daily operational delivery is seamless. This will require an adaptive and flexible approach. Reporting to Line Manager regularly with any complex, escalating business critical decisions to Line Managers or Duty Manager where relevant.

Resourcefulness

Self-motivated with the ability to work on your own. Ability to adapt to and tackle challenges head on with a positive, can-do attitude. Reactive problem solving is routine. The ability to work with other teams to plan and schedule delivery on site in the most organised and streamlined way possible, often to extremely tight deadlines. Reviewing and improving upon existing procedures, challenging the status quo and being proactive in seeking new ways of working.

People & asset management

Strong character, team player, completer-finisher and a 'can do' attitude. This role shares responsibility for the leadership of a team of up to 45 members. Shared responsibility of tools and equipment and personnel data within the department. Financial responsibility of managing staffing levels to budgetary requirements.

Communication & visitor experience

Provide an experienced level of leadership, support and feedback to the Steward Team by positively championing and promoting the Eden story and its operation with exemplary communication skills. Reporting effectively into the Guest Services and Engagement Managers as relevant with updates on the team.

Operational environment

This role involves working in a variety of climatic environments across site as well as office time. You will need to be self-motivated to manage the day to day whilst leading the team. In order to meet operational site needs you will be required to work weekends and some evenings.