Job Description

Job Advert


The Visitor Experience Assistant is responsible for ensuring our visitors receive the highest standard of customer service before, during and after their visit to Godstone Farm. Collating customer feedback, responding to customer enquiries via all communication channels, and supporting the Visitor Experience Supervisor with the day to day running of the office operation of the farm, are just some of the responsibilities. Working in a small team, this role is predominately in the office, however, will be required to provide operational assistance across all areas of the farm.

Fixed Term Contract

Visitor Experience Assistant (Fixed Term Contract) Key Responsibilities:

Act as a role model and lead by example to ensure the highest level of service delivery to both internal and external customers. Develop professional relationships with visitors acting on any feedback given to ensure lessons are learned and prevent re-occurrence of complaints. Find and act on opportunities to go the extra mile for customers. Take responsibility for bookings of schools, groups and birthday parties and ensure a seamless process. Alert the Visitor Experience Supervisor or Visitor Experience Manager of any concerns or to highlight particularly busy or quiet periods that may need attention. Answer the phone promptly and politely and ensure during busy times assistance is sought so no calls go unanswered. Check voicemails regularly and revert back to customers and staff within the same working day. Answer all emails in a timely fashion and handle any escalations from the Office team or General team. Respond to queries, comments and direct messages raised through the farm's social media channels as appropriate. Assist with the processing of any new annual pass or loyalty schemes. Collect the daily incoming post and distribute accordingly, ensure all outgoing post and parcels are sent out in a timely manner. Create temporary signage when necessary and ensure all Godstone Farm brand guidelines are adhered to. Regularly update temporary signage so it is always well presented. Maintain regular communication with other operational areas of the farm throughout the day. Ensure team members have the resources they need to provide the best level of service to our customers. E.g. change, till rolls, working radios. Be available and on hand to support other areas of the farm operationally, this may involve covering for lunch breaks or stepping into a role to cover absence. Cashing up daily takings and reporting to the management team. Review website content regularly so that customers can always seek the most up to date information and find what they need. React to business priorities or changes by communication via the farm's Social Media channels, taking ownership of content and scheduling posts during period when the Office Assistant is absent. Maintain excellent systems knowledge of tills and ticketing systems. Ensure all communication, both verbal and written is within Godstone Farm brand guidelines and set an example to other members of the team.


Key Requirements

A confident, outgoing personality with the ability to talk confidently and professionally to customers in person, over the phone and via email. Excellent IT Literacy with a good knowledge of MS Office Programmes, the ability to "troubleshoot" basic issues would be highly advantageous. A high standard of written communication is essential. Previous experience in a customer service is essential with a keen willingness to learn and develop.


The Perks

28 days holiday (pro-rata) We contribute to your pension FREE tickets to Godstone Farm to share with your friends and family Training Opportunities - we are open to providing training opportunities relevant to your role that will grow your skills and support your success. Career Progression - we invest in our staff and aim to promote from within.


About Godstone Farm


Godstone Farm is a unique visitor attraction that welcomes around 250,000 visitors each year. This is an exciting time to join our business with investment in our facilities and the opportunity to influence our future growth plans.


We look for people who are committed to delivering excellent customer service. We encourage everyone to contribute new ideas and are constantly working towards improving our visitor experience.


Godstone Farm is a close team and offers a welcoming, supportive environment. All our roles have a huge amount of variety, and no day is the same - from working with animals, to entertaining children and catering for our visitors. We offer a fun and friendly working atmosphere, social events, the opportunity to develop your skills and the chance to get involved in different activities.


If you are passionate about what you do, enjoy working with like-minded people and have the ability to make a difference, then you're joining the right team.



Location: Godstone Farm, Farm Limited, Tilburstow Hill Rd, Godstone RH9 8LX



Job type: Fixed Term Contract.

This is a Full-Time position required to work 5 days per week, including weekends, bank holidays and evening work. This is a fixed term contract, starting as soon as possible and finishing 30th April 2026. The job holder is required to be flexible with their working hours in line with the demands of the business.


We are committed to ensuring work / life balance and provide a rota in advance.