Job Purpose
To support the delivery of an excellent visitor and commercial experience across Jersey Zoo's Gift Shop, Admissions and Membership operations.
This is a customer-facing role with a particular focus on strengthening retail capability within the Commercial team. The postholder will bring strong retail skills and experience, contributing to sales, merchandising, stock management and the overall presentation and performance of the Gift Shop.
The role will also work flexibly across Admissions and Membership, providing a welcoming, knowledgeable and efficient service to visitors and members and supporting the smooth day-to-day operation of the Visitor Centre.
The postholder will contribute to income generation, visitor satisfaction and member engagement while representing Durrell's values and conservation mission.
Key Responsibilities
Retail & Commercial Performance
• Deliver a consistently high standard of customer service within the Jersey Zoo Gift Shop.
• Actively contribute to retail sales and the achievement of commercial objectives.
• Use strong retail awareness to identify opportunities to improve displays, merchandising and the customer journey.
• Maintain attractive, well-stocked and commercially effective displays throughout the trading day.
• Monitor stock levels and proactively replenish products.
• Assist with deliveries, stock checks, stock rotation and other stock management processes.
• Develop strong product knowledge and confidently assist visitors with purchasing decisions.
• Operate tills and process cash and card transactions accurately.
• Support online order fulfilment and other retail activity as required.
• Maintain a clean, organised and well-presented retail environment.
• Take initiative during quieter periods to identify and complete tasks that improve the shop and visitor experience.
Admissions & Visitor Experience
• Provide a warm, friendly and professional welcome to visitors arriving at Jersey Zoo.
• Process admissions accurately using relevant till and booking systems.
• Provide clear and accurate information about Jersey Zoo, including facilities, events, experiences and other visitor opportunities.
• Respond to visitor enquiries confidently and know where to obtain reliable information when unsure.
• Handle telephone and email enquiries professionally and efficiently.
• Support the effective management of visitor flow and respond proactively during busy periods.
• Assist with bookings, experiences and other Visitor Centre administration as required.
• Promote a positive visitor experience from arrival through to departure.
Membership & Supporter Experience
• Support the dedicated Membership Desk and provide a high standard of service to existing and prospective members.
• Process new memberships and membership renewals accurately.
• Respond to membership enquiries and explain membership benefits clearly and confidently.
• Help members understand the value and impact of their support for Durrell.
• Work collaboratively with Supporter Care and Fundraising colleagues and adapt to improvements in membership processes and systems.
• Support the introduction and use of new membership initiatives and technology as required.
Operational & Team Responsibilities
• Work flexibly across the Gift Shop, Admissions and Membership according to operational requirements.
• Assist with opening and closing procedures.
• Follow cash-handling, banking, security and reconciliation procedures accurately.
• Take responsibility for assigned daily and weekly operational tasks.
• Monitor relevant internal communications and remain informed about operational updates affecting visitors.
• Work collaboratively with colleagues and provide support across the Commercial operation during busy periods.
• Identify issues, communicate them appropriately and contribute positively to finding solutions.
• Follow all relevant health & safety, security and operational procedures.
• Undertake any other reasonable duties consistent with the responsibilities of the role.
Knowledge, Skill and Ability
Essential
• Previous retail experience in a customer-facing environment.
• Strong customer service skills and a genuine commitment to providing an excellent visitor experience.
• Good commercial awareness and an understanding of how presentation, merchandising and customer engagement can support sales.
• Confidence in merchandising, replenishment and maintaining high retail standards.
• Strong communication and interpersonal skills.
• A positive, approachable and professional manner.
• Ability to take initiative and identify what needs to be done without always requiring direction.
• Ability to remain calm, organised and professional in a busy visitor environment.
• Reliable and able to work both independently and collaboratively as part of a team.
• Comfortable using tills and other computer-based systems, or able to learn new systems confidently.
• Flexible approach to working across Retail, Admissions and Membership.
Desirable
• Experience within a visitor attraction or similar customer-facing environment.
• Experience using EPOS, booking or CRM systems.
• Experience with stock management, deliveries or online retail orders.
• Experience supporting memberships, loyalty schemes or other customer relationship programmes.
• An interest in wildlife conservation and Durrell's mission.
Behaviours and Values
• Put visitors, members and supporters at the heart of their work.
• Take pride in delivering high standards.
• Demonstrate initiative and personal responsibility.
• Be team-spirited, inclusive and supportive of colleagues.
• Communicate openly and professionally.
• Act with integrity and accountability.
• Be adaptable and willing to support different areas of the Commercial operation.
• Represent Durrell positively and demonstrate an understanding of how commercial activity supports Durrell's conservation mission.
Introduction to Durrell
Durrell Wildlife Conservation Trust is an international charity working to save species from extinction. Headquartered in Jersey in the Channel Islands, Durrell focuses on the most threatened species in the most threatened places.
Established by author and conservationist, Gerald Durrell, in 1959, Durrell delivers its conservation mission through our three integrated core areas of operation:
· JERSEY ZOO: A centre of excellence in animal husbandry, research, training and education.
· CONSERVAT ION KNOWLEDGE: Training future conservation practitioners and monitoring and evaluating conservation science which underpins all Durrell activities.
· FIELD PR OGRAMMES: Conservation action where it is needed most.
With a track record of 60 years, Durrell leads some of the world’s longest running and most successful species and habitat recovery programmes. The quality of our work is equally as important as how we deliver it. Our values, underpin how we approach our work and the work environment we create.
