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The Visitor Experience Assistant is responsible for ensuring our visitors receive the highest standard of customer service before, during and after their visit to Godstone Farm. Collating customer feedback, responding to customer enquiries via all communication channels, and supporting the Visitor Experience Supervisor with the day to day running of the office operation of the farm, are just some of the responsibilities. Working in a small team, this role is predominately in the office, however, will be required to provide operational assistance across all areas of the farm.

• Act as a role model and lead by example to ensure the highest level of service delivery to both internal and external customers.
• Develop professional relationships with visitors acting on any feedback given to ensure lessons are learned and prevent re-occurrence of complaints.
• Find and act on opportunities to go the extra mile for customers.
• Take responsibility for bookings of schools, groups and birthday parties and ensure a seamless process. Alert the Visitor Experience Supervisor or Visitor Experience Manager of any concerns or to highlight particularly busy or quiet periods that may need attention.
• Answer the phone promptly and politely and ensure during busy times assistance is sought so no calls go unanswered. Check voicemails regularly and revert back to customers and staff within the same working day.
• Answer all emails in a timely fashion and handle any escalations from the Office team or General team.
• Respond to queries, comments and direct messages raised through the farm’s social media channels as appropriate.
• Assist with the processing of any new annual pass or loyalty schemes.
• Collect the daily incoming post and distribute accordingly, ensure all outgoing post and parcels are sent out in a timely manner.
• Create temporary signage when necessary and ensure all Godstone Farm brand guidelines are adhered to. Regularly update temporary signage so it is always well presented.
• Maintain regular communication with other operational areas of the farm throughout the day. Ensure team members have the resources they need to provide the best level of service to our customers. E.g. change, till rolls, working radios.
• Be available and on hand to support other areas of the farm operationally, this may involve covering for lunch breaks or stepping into a role to cover absence.
• Cashing up daily takings and reporting to the management team.
• Review website content regularly so that customers can always seek the most up to date information and find what they need.
• React to business priorities or changes by communication via the farm’s Social Media channels, taking ownership of content and scheduling posts during period when the Office Assistant is absent.
• Maintain excellent systems knowledge of tills and ticketing systems.
• Ensure all communication, both verbal and written is within Godstone Farm brand guidelines and set an example to other members of the team