We are currently on the lookout for a team leader to join the farm team. Full details of the job opportunity are below:

Job description

Job Position: Team Leader

Job Types: Full-time, Permanent

Salary: £25,688 per annum (equivalent to £13.00 per hour)

Expected hours: 38 per week over 4 days including 1 weekend day

This role would ideally suit experienced and capable Team Leaders who can demonstrate an ability organise and support the work of others, ensure that the team are working to agreed procedures and can build productive working relationships with all of their colleagues.

Purpose

To lead, co-ordinate and deliver the day-to-day visitor operations at The Ark Open Farm & work alongside the Farm Managers – ensuring an environment that is safe, engaging, well maintained and provides a first-class visitor experience.

To be the Team Leader for The Ark Open Farm, liaising closely with the Managers and the members of your team to ensure the site is consistently presented to the best standards. Manage standards, team members and any incidents and their impact on the visitor as and when they arise.

Responsibilities

• To be the first line leader for a group of colleagues that you will actively oversee, coordinate and support whilst at work.
• To be responsible for the small animal section on the farm; planning and managing daily and long-term care for rabbits, guinea pigs, reptiles and meerkats as agreed with the management team.
• Oversee the team on a daily basis including team job allocation and any issues that may arise within the team during daily operation.
• Act as Duty Manager, to oversee the routine daily operations of the site during opening hours and respond to incidents as appropriate (e.g. lost child, first aid, health and safety)
• Co-ordinate all day-to-day site activity which impacts on the visitor experience, with responsibility for the monitoring of site-wide presentation – reporting issues as and when required.
• Work closely with Managers & other colleagues to ensure the site and visitor facilities are safe, compliant, well maintained & fit for purpose.
• Assist with seasonal recruitment campaigns through to induction and training of new staff.
• Ensure compliance with the farm’s policies, procedures and guidelines, together with all relevant regulatory and statutory requirements.
• Develop and maintain a supportive and dynamic first-class service culture amongst the team, focusing on delivering a 5-star service experience to all visitors.
• Liaise with other colleagues, to ensure that visitor expectation is managed and exceeded and that key messages are consistent – regularly review all visitor information and propose and action improvements.
• First responder for both staff and visitors for incidents on site, such as first-aid, fire, and lost children.
• To act as a public facing representative of the farm in accordance with its core values.
• Ensure visitors receive a personal, knowledgeable and positive level of service on a daily basis, liaising where appropriate with the team and management across the site.
• Has a broad and deep knowledge of their professional area and an understanding of its importance to the farm, and its visitors.
• Support the managers and other Team Leaders in overseeing the daily operations of the site during opening hours and providing cover when a manager is not on site/duty.
• To provide input to management for decision making and planning processes.
• Perform other reasonable duties and/or projects as directed by your manager.
• To assist in developing processes & practices to ensure the farm exceeds standards including leading on development of visitor signage and general maintenance requests.
• Follow and build upon the farm’s animal care standards, setting an example and guiding less experienced team members, and raising any concerns to management.

Planning and organising

• Operate as a competent professional with minimum supervision and work independently on all routine aspects of the day-to-day operations and take key decisions relevant to ensuring a fun, safe and enjoyable experience for all visitors in the short to medium term. E.G Weather closures (following established protocols), path closures temp signage re-deployment of staff.
• May be responsible for a defined part of a project, small internal project or a new process.
• May be responsible for supervising the day-to-day work of a number of people within a team and providing guidance based on experience.
• Accountable for delivering assigned and defined tasks within broader work and projects. – e.g. Seasonal events
• Gather, interpret and disseminate or escalate relevant information on the Visitor Experience operation at the farm on a day-to-day basis.
• Maintain adequate stock levels of items required on a day-to-day basis – e.g. animal foods, heat bulbs, cleaning supplies etc.

Communication and Relationships

• Communication with team members to provide daily updates, plans, issues, changes etc. To share information, obtain feedback with team members.
• Liaise with managers to ensure information for visitors is correct in order to give the best possible visitor experience on a daily basis.
• Provide regular opportunities for team input and feedback on day to day and medium-term operations.
• Has a thorough understanding of their job and how own role relates to other roles.
• Due to experience gained may provide guidance to more junior or less experienced staff
• To act as a public facing representative of the farm in accordance with the its core values on an immediate and short term basis
• Inform visitors of changes to onsite operations/events/exhibits either positive or negative

Problem Solving and Decision Making

• Responsible for checking the quality and accuracy of own work and the work of team members and escalating when appropriate action is necessary.
• Can easily determine and deal with a short-term issue e.g. confidently solving appropriate customer issues, or whether work/issues should be escalated to a higher level.
• Accountable for delivering assigned tasks within broader work and projects, e.g. decision to open jumping pillow.
• To be creative in applying problem solving skills and demonstrate good judgement in bringing relevant workable solutions to the challenges of the operation of the farm.
• Ability to identify the key decision-making points and where appropriate take relevant action – on a short-term day to day basis:
• Visitor Operations – e.g. rides and play equipment
• Health & Safety – recording incidents and identifying issues of immediate concern
• Staffing Levels – e.g. daily rota and daily staff requirements
• Animal Care – e.g. identifying issues of immediate concern
• Demonstrates an analytical and methodical approach to problem solving and can deal with routine problems, e.g. staff no shows/shift issues, visitor complaints.
• Keeps up to date with changes in their area of expertise, rapidly absorbs new technical information and applies it effectively to provide guidance and resolve issues raised by less experienced colleagues.
• Freedom to make occupational decisions regarding the deployment of resources across the farm to achieve targets, e.g. sending staff home when quiet, sick etc, and bringing in additional resources – in the absence of Management

Knowledge and skills

• Good achievement at A Level (including English and Mathematics) or equivalent qualifications or experience.
• Valid driving licence.
• Qualification or experience, in a relevant subject e.g. customer service or animal care
• First Aid qualification or willingness to obtain
• Good understanding and ability to engage with visitors.
• Accurate numerical reasoning skills and attention to detail.
• Competent in Microsoft Office (Outlook, Word, Excel).
• Experience of using booking systems.

Experience

• Experience of leading in a customer service environment.
• Providing first-class customer care and service, including resolving customer queries.
• Experience of working in a similar visitor attraction environment.

Competencies

• Planning & Organising – Plan and manage your own and others’ work.
• Delivering Services & Experience – Develop a high-performance culture around the team.
• Team Working – Build team spirit and seek to work in conjunction with others.
• Developing Talent – Proactively develop people in the team.
• Communicating – Communicate constructively to build good relations with colleagues across the farm.
• Gathering Information – Gather and manage information relevant to the team’s operations.
• Embracing Change – Drive and support continuous improvements in the team.

Ready to apply?

Please send through your CV and cover letter detailing your relevant experience and why you would be a great addition to the team. The email address is office@thearkopenfarm.co.uk

Alternatively you can view and apply for this role on Indeed