Visitor Services Officer

Forestry Commission

Apply before 11:55 pm on Sunday 19th May 2024

 
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Details

Reference number

350761

Salary

£24,323
A Civil Service Pension with an average employer contribution of 27%

Job grade

Administrative Officer
Pay Band 6B

Contract type

Permanent

Business area

FC - Forestry England - High Lodge, Thetford Forest

Type of role

Administration / Corporate Support
Commercial

Working pattern

Full-time

Number of jobs available

1

Contents

High Lodge, Thetford Forest

Job summary

High Lodge Forest Center is a popular recreational site that attracts 500,000 visitors per annum and provides extensive play, walking and cycle trail networks including an all-ability Heritage Trail, BBQ facilities, open space for public recreation and forest regeneration programmes. High Lodge is a regular event hosting site including regular running events and the Forest Live concert series held every summer.

We are looking for someone to provide excellent customer service, in a 'front of house' role, with a focus on keeping facilities clean, visitor service administration, customer information, Memberships and parking.

Job description

• Carry out Duty Manager responsibilities, within a rota pattern, including weekends
• Assist with the coordinating of High Lodge Information Point, staffing and rotas, leaflet stocks, first aid stocks, all retail sales and delivering good customer service 
• Lead housekeeping staff and ensure standards are maintained 
• Data input in to SRO database
• Customer service
• Respond to inquiries and requests
• Operate ANPR parking system
• Actively sell Memberships
• Collect KPI data from ANPR system
• Ensure High Lodge Information Point is organised, clean and tidy
• Actively support the work of the High Lodge team
• Support review of High Lodge Information Point Procedures
• Take over the counter payments
• Assist with the lead of the Visitor Services Team, individuals and volunteers on all Information Point related activities such as Memberships and parking.
• Regular and consistent contact with business partners and stakeholders

Person specification

Person Specification

Essential - Candidates must be able to demonstrate the following:

  • Previous experience working in a customer facing role
  • Ability to carry out both manual tasks (such as toilet cleaning) and administrative tasks
  • Effective time management and organisational skills
  • Experience of working successfully in partnership with stakeholders
  • Competent IT user with experience of MS Office and familiarity with business email conduct

Behaviours

We'll assess you against these behaviours during the selection process:

  • Delivering at Pace
  • Making Effective Decisions
  • Managing a Quality Service
  • Working Together
Alongside your salary of £24,323, Forestry Commission contributes £6,567 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
• 25 days annual leave on entry, increasing to 30 days after 5 years’ service. This is in addition to 8 public
holidays
• Generous paid maternity and paternity leave which is notably more that the statutory minimum offered by many other employers

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Application Process

As part of the application process, you will be asked to complete a name-blind CV and 750 word personal statement. Further details about what this will entail are listed on the application form.

The CV will be split into three sections, and request:

  • Job History
  • Qualification Details
  • Previous Skills/Experience

Should a large number of applications be received, an initial sift may be conducted using the personal statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

We can conduct online interviews with the use of Microsoft Teams or equivalent online communication methods but preferred will be in person at High Lodge. Candidates may therefore require access to a computer and internet at interview stage.

Candidates will be further assessed on Experience, as well as Behaviours, at interview.

Sift and Interview dates to be confirmed.

Further Information

A reserve list may be held for a period of  12 months from which further appointments can be made.

Any move to Forestry Commission from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

This post includes regular weekend and bank holiday working.

The duties of this post require the applicant to have a full current driving licence that enables them to drive in the UK. However, Forestry England is willing to consider any proposals put forward by applicants that would allow them to do the job by any other means.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

New entrants are expected to join on the minimum of the pay band.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via FCERecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.



Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

  • Name : Megan Bradsworth
  • Email : megan.bradsworth@forestryengland.uk

Recruitment team

  • Email : fcerecruitment.grs@cabinetoffice.gov.uk

Further information

Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact FCE by email: englandhr.services@forestryengland.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

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