Official Specifications
Role Overview & Mandate
Executive Summary
Overview: Do you enjoy chatting to and helping people? Are you passionate about wildlife conservation and...
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Overview:
Commitment for role:
Main tasks volunteer will be asked to undertake:
Skills and experience volunteer will gain:
Relevant training may include:
Support and resources provided:
Work Place Conditions:
*This role will be subject to change and adjustments as operational requirements change. Any major changes will be communicated to the volunteer team by email in advance*
To Apply:
We encourage applications from all and we can discuss any access requirements you may have if invited to attend an interview and/or trial session.
The closing date for applications is: Midnight (23:59) Wednesday 17th May 2023
We are planning to run volunteer recruitment sessions after this date in the last week of May 2023. Please indicate in the selection questions any dates you would be unavailable to attend a session during this period.
Do you enjoy chatting to and helping people?
Are you passionate about wildlife conservation and animals?
Are you passionate about wildlife conservation and animals?
Our Visitor Welcome Volunteers ensure all our visitors have the best possible experience at London Zoo. From welcoming visitors as they arrive at the Zoo, helping them find their way around, to answering questions about our animals - Visitor Welcome Volunteers support our visitors throughout their visit.
You don’t need to be an animal expert to undertake this role. We'd love to hear from people from all backgrounds but you must enjoy chatting to people and be interested in the natural world and wildlife conservation.
Role Profile:
You don’t need to be an animal expert to undertake this role. We'd love to hear from people from all backgrounds but you must enjoy chatting to people and be interested in the natural world and wildlife conservation.
Purpose of role:
To support all zoo visitors to have an informed, fulfilling, and safe day out. This role will support with orientation, provide useful visitor information, and engage visitors at key points around the Zoo. This role is all about adding value and tailoring a visitor’s experience, making sure they know about the highlights that are relevant for them.
Commitment for role:
This is a year-round role. We are looking for volunteers who can undertake one shift per fortnight, although more will be welcome! Volunteers pick their slots using an online rota system month-by-month.
ZSL Contact/Supervisor:
- On the day: Engagement Team Leaders / Duty Management Team
- General support: Volunteer Management Team
Main tasks volunteer will be asked to undertake:
This role will be stationed in key engagement points in the Zoo, including animal walk-throughs, to provide guidance and support to all visitors, including school groups. Tasks include:
- Providing excellent customer service to visitors - offering a warm welcome, keeping them informed about what’s on, directing them to areas of interest in the Zoo and answering questions.
- Engaging with visitors at key locations around the Zoo, sharing your knowledge and enthusiasm about ZSL London Zoo e.g., exhibits and locations, restaurant and food outlets, gift shop etc.
- Delivering small scale engagement activities for visitors including Engagement Tables and supporting Engagement Officers to run activities for seasonal events e.g., arts and crafts.
- Supporting school groups to get the most out of their visit.
- Working alongside staff as the face of ZSL to assist visitors with their day out, ensuring they feel engaged and have a great day.
- Supporting visitors to enjoy interacting with our animals whilst staying safe, especially within our animal walk-throughs.
- Attending daily briefing team meetings on volunteering days to stay up-to-speed with visitor information.
Anticipated skills and experience that the volunteer will bring:
- Positive, cheerful people who enjoy chatting with different people.
- People who understand what great customer service entails and deliver it consistently.
- Good knowledge of the Zoo alongside the willingness and ability to listen, absorb and keep up to date with new information.
- Great sense of direction and a good degree of physical fitness as this is largely a standing role.
- Proactive in noticing and responding appropriately to visitors or colleagues who may need assistance.
- Self-starters who will go and find the answer for a visitor.
- Able to use initiative, be reactive, flexible, and positive about any changes on the day.
- Good problem-solver who can turn negative situations around.
- Friendly, outgoing people who are articulate, confident and at ease approaching visitors and operating in a team.
- An interest in animals and conservation.
- Reliability, commitment, and regular attendance.
- Ability to demonstrate ZSL’s values – inspiring, innovative, impactful, collaborative, ethical.
NB. Volunteers must be aged over 18 years.
Skills and experience volunteer will gain:
- The chance to meet new people and volunteer in a team of friendly, like-minded people.
- An opportunity to be involved in an international conservation charity and volunteer alongside wildlife enthusiasts as well as learn about wildlife and conservation.
- Training and an opportunity to learn new skills, especially in team-working, face-to-face communication, and customer service.
- A chance to volunteer in a beautiful natural environment, alongside our amazing animals.
Relevant training may include:
Induction to the role will include:
- Volunteer induction
- 4 duty trial days
- Shadowing experienced volunteers/staff
- Zoo orientation activities
- Health and Safety briefing
- Safeguarding training
Beyond this, we will offer Engagement training and a regular programme of appropriate refresher training and learning opportunities. There will also be opportunities to attend Zoo management/ZSL updates.
Support and resources provided:
- Centralised ZSL Volunteer Management Team for general enquiries, support and problem-solving
- Named ZSL contact/supervisor to provide support and guidance in this role.
- ZSL fleece and polo shirt; ZSL outdoor coats are available to use.
- Volunteer ID pass
- Regular Staff and Volunteer e-newsletter
- Access to Volunteer Mess Room on site with complimentary tea and coffee
- Access to discounted Staff and Volunteer catering options
- Opportunities to attend optional ZSL volunteer recognition and thank you activities
- Discounts on ZSL products, experiences, and activities
- Travel and lunch expenses will be reimbursed up to £15 per day on their duty or training day
Work Place Conditions:
This role is based outside for much of the day in all-weather conditions and involves lengthy periods of standing so a good level of fitness is required.
*This role will be subject to change and adjustments as operational requirements change. Any major changes will be communicated to the volunteer team by email in advance*
Applicants will need to upload their CV and answer the screening questions (detailing your relevant experience, interest and availability) and can do this by clicking the "Apply for this role online" button above.
We encourage applications from all and we can discuss any access requirements you may have if invited to attend an interview and/or trial session.
The closing date for applications is: Midnight (23:59) Wednesday 17th May 2023
We are planning to run volunteer recruitment sessions after this date in the last week of May 2023. Please indicate in the selection questions any dates you would be unavailable to attend a session during this period.
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