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Scottish Seabird Centre

Visitor Experience & Events Manager

Application Deadline: Tuesday 01st October 2019
Visitor Experience and Events Manager

Job title: Visitor Experience and Events Manager

Location: Scottish Seabird Centre, The Harbour, North Berwick

Reports to: Head of Operations

Term: Full time – permanent

Working pattern: 5 days out of 7, including some evening, weekend and bank holidays.

The Scottish Seabird Centre is a conservation and education charity whose purpose is “Inspiring and educating people about the Scottish marine environment, motivating them to care for it, and supporting conservation projects”. Based in North Berwick, we overlook the marine environment in the Firth of Forth and have approximately 270,000 visits a year and over 5,000 members.
We have three key pillars to our work:
Conservation we develop, practically undertake and promote models of conservation best practice and citizen science.
Education we deliver education programmes, science resources and events and use innovative ways to provide information on the marine environment.
Communities we work in partnership with diverse communities including enhancing the experience for visitors to North Berwick.
Our charitable work is supported by our not-for-profit Trading Company Scottish Seabird Centre Limited and our 5-star visitor attraction which provides a valuable resource for members and visitors.

Purpose of role
To manage and lead the successful day to day delivery of our discovery experience, including contributing to the future development of exhibits, interactives and technical support in the Centre. To lead the development of our events and/or temporary exhibition programme that increases member and visitor numbers in a way that supports the delivery of the charity’s objectives. The manager and their team are responsible for maintaining a high quality, educational, inspiring and entertaining experience for all visitors, within agreed budgets.

Principal duties
1. Responsible for the effective management and development of the member and visitor experience, especially in the discovery areas of the Centre.

2. Develop a professional and knowledgeable team; ensuring that members and visitors have the best experience from a range of high-quality, static and interactive displays, live and recorded camera feeds and a range of formal and informal interactive presentations.

3. Develop and deliver a programme of events and/or temporary exhibits to raise the profile of issues that the Charity is passionate about, in a way that engages, inspires and informs an increasing number and range of people of all ages, abilities and backgrounds.

4. Work with our Fundraising and Finance Managers to ensure that appropriately funded programmes are in place to keep our discovery experience, events and exhibition programmes refreshed and topical. Support the preparation of funding applications, claims and evaluation.

5. Work with our Marketing and Communications Manager to ensure that events and exhibitions are aligned with the charity’s overall key messages, appropriately themed and effectively promoted to members, partners and visitors.

6. Effectively manage the discovery experience team through recruitment, induction, performance management and training and development to ensure we have a highly motivated workforce and compliance with the charity’s human resource policies and procedures.

7. Form part of the Duty Manager team, on a rota basis, taking responsibility for the efficient day-to-day operation of the Centre, supporting all teams, and ensuring a consistently high-quality service to all visitors.

8. Plan and implement staff and volunteer rotas in the discovery area, including the analysis and projection of optimum levels of staffing.

9. Ensure that annual budget (income and expenditure) targets are met or exceeded focusing on, admission income, upselling charity memberships and wildlife experience boat trips. Comply with the finance processing and reporting procedures of the organisation.

10. Ensure all Health and Safety policy and procedures for the discovery experience, events and exhibitions and for off-site equipment and island-based maintenance are met, as required by Health and Safety at Work Act 1974 and the charity’s own policies.

11. Ensure that all discovery experience equipment on and off-site (including interactives, screens, lighting, sound systems and island-based cameras) is regularly maintained and fully operational.

12. Work with the Marketing and Communications Team to ensure that appropriate wildlife highlights from the discovery experience, events and exhibitions are communicated through our social media channels and wildlife blogs.

13. Support the Senior Management Team in the delivery of the charity’s objectives, the not-for-profit Trading Company performance, and to provide an excellent customer experience within the Centre.

14. Undertake other duties commensurate with the grade as required by the Chief Executive and/or Head of Operations.

Essential skills and experience
• Knowledge, experience and passion for marine and coastal wildlife and habitats, as well as a general understanding of nature, conservation and the environment. Degree level education or equivalent experience in an appropriate subject is required.
• Ability to give engaging, knowledgeable, entertaining and educational presentations to small and large groups on the wildlife and conservation issues that we focus on and to train other team members to deliver the same.
• Proven excellent team building, leadership, customer service and business management skills, combined with experience within the service industry.
• Experience of identifying, organising and managing small to medium size events.
• The ability to work well on your own initiative and as part of a team.
Excellent communication, team working and customer care skills.

Desirable skills and experience
• A minimum of 2 years’ experience working in a tourism or customer-facing work environment.
• Experience in preparing and successfully delivering income and expenditure budgets.
• Experience in designing, planning and delivering exhibitions.
• Experience of recruiting, developing and working with volunteers.
• An understanding of operating and fault resolution of audio-visual equipment, PC based camera systems and an understanding of electrical safety would be advantageous.

Salary & hours:
• £27,000 per annum.
• 37.5 (shift pattern of 5 days over 7 days). Some evening, weekend and bank holiday working will be required. Time off in lieu will be awarded in accordance with our policy.

• Pension available.
• 20% discount in the Scottish Seabird Centre’s Gift Shop and Café.
• 10% discount on the Scottish Seabird Centre boat trips.
• Free entry to the discovery area, for you and family members (restrictions on numbers apply).
• Free access to a range of Scottish visitor attractions with an Association of Scottish Visitor Attractions card.
• Free access/ special offers for a range of East Lothian attractions with an East Lothian Tourism Attraction Group card.

To apply: by covering letter and a tailored CV that demonstrates how your skills and experience relate to the role profile to by 1 October 2019.

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