Administration and Customer Services Manager - Devon
Administration and Customer Services Manager
Contract: Full time, permanent
Location: Wildwood Devon, Escot Park, Ottery St Mary, EX11 1LU
Reports to: Devon Park Manager
Responsible for: Two substantive staff & fluctuating numbers of seasonal staff
Grade: 3
Job Purpose
This role is the point of contact for all financial and customer administration for the park and supervision of the Visitor Services department.
Key Responsibilities
• Produce weekly and monthly finance reports
• Oversee weekly banking and statistics
• Manage emails, purchase ordering system, and back of offices EPOS for both the gift shop and café
• Prepare rotas, time sheets and payroll registers
• Manage bookings for visitor experiences and events
• Manage the park gift shop, including ordering, stock levels, gift aid, and membership conversion
• Lead and motivate the visitor services team to deliver excellent customer service and ensuring appropriate levels of training
• Coordinate and run organisational events, planning down to the finest detail and working closely with the wider team to ensure their success
• Prepare documents for processing for the finance team in Kent
• Assist with HR administration
The Working Week
Your working week will be varied and busy, structured by clear processes to meet both weekly and monthly deadlines. On-site attendance is essential in order to provide effective support to all departments as needed and to collaborate effectively with the various teams.
Core working hours are 09:00 until 17:00 with an unpaid half an hour for lunch. This post is 37.5 hours per week over 5 days. The job may involve overtime, including some evening, weekend and bank holiday working as part of your normal duties.
This job involves undertaking duties which include the following health, safety and wellbeing considerations:
• Regular use of Display Screen Equipment (DSE)
• Lone working
• Pressure to meet key deadlines
Mandatory Training for this role includes:
• Manual Handling
• Equality & Diversity
• Safeguarding Awareness
• GDPR / Data Protection Awareness
• Fire Safety Awareness
• Ladder Safety
• Cyber Security
• First Aid
• Fire Warden & Extinguishers
• Customer Service
• Animal Escape
Skills, Knowledge, Qualifications & Experience
All Wildwood staff are passionate, committed, and resourceful. To succeed in this specific role, you will be self-motivated, creative, and a great team player.
Essential
• Well-rounded knowledge of MS Excel
• Ability to manage multiple tasks simultaneously, following established processes
• Excellent attention to detail
• Strong customer service skills, including handling customer complaints and challenging situations in a professional manner
• Positive and proactive attitude
• Confidence to carry out tasks independently, whilst also having the ability to work productively and successfully with a team
• GSCE C or above in Maths and English (alternative equivalent qualifications will be considered)
• Demonstrate a genuine love of British wildlife and belief in Wildwood’s Mission; to protect, conserve, and rewild British wildlife.
Desirable
• Experience in bookkeeping and administration
• Experience in managing a team of staff
• Previous experience in running events
Why work for Wildwood
Wildwood is a native species conservation charity established in 2002 to push the boundaries of innovative conservation and rewilding. We work with nature to fight the biodiversity crisis, to halt the extinction of species and to create resilient habitats in which nature thrives. We focus on nature-based solutions to return native species and recreating truly wild spaces.
Wildwood has a proud culture of respecting and valuing all colleagues. Our people are integral to our success; their expertise enables us to achieve our ambitions, their professionalism creates strong collaborations, and their integrity upholds our organisational values.
Employment Package
• Annual salary of £31,000
• Annual leave allowance of 30 days a year, including statutory holidays
• Workplace pension
• Inclusive and family-friendly working policies
• Training & development opportunities
• Selection of staff benefits including discounts
• Free or reduced price entry to BIAZA accredited zoos and aquariums