Job Description
JOB TITLE:
Receptionist and Supporter Services Advisor
DEPARTMENT: Supporter Services
DIRECTORATE: Development
RESPONSIBLE TO: Head of Supporter Services & Membership
PARTICIPATING JOB HOLDER(S):
APPROVED BY:
JOB HOLDER(S):
HEAD OF DEPARTMENT OR DIRECTOR: Laura Cobain
JOB DESCRIPTION REFERENCE NUMBER:
GRADE ALLOCATED:
JOB EVALUATION REVIEW HISTORY AND EXPLANATORY NOTES:
Main Purpose
To be the first point of contact for, and to ensure the smooth entry of visitors to ZSL in an efficient,
professional and friendly manner. This role sits within the Supporter Services department, and
therefore the jobholder will be an administrative support to the wider team, offering excellent
customer service when dealing with visitor/supporter queries and working collaboratively with the
rest of the team to achieve KPIs and targets as set by the Head of Supporter Services and
Membership.
The job holder must be professional and approachable, and look presentable at all times as the job
holder is representing ZSL at all levels and may be greeting anyone from a general visitor to
members of the ZSL Council.
Duties include:
Reception:
1. Greet all visitors to the ZSL Main Office, record their visit in the Visitor’s Book, issue visitor ID
passes, and contact the host to inform them of their arrival, following procedures as defined by
the Security Manager and Head of Facilities Management
2. Respond to main office alarms and take on the role of fire warden for the reception area of the
building
3. Monitor the condition of the main office meeting rooms and foyer (including display cabinets),
ensuring that any cleaning and maintenance issues are raised and reported to the Facilities
department
4. Updating and managing the internal telephone directory.
5. Prepare and distribute the departmental “What’s On” sheets
Along with carrying out reception duties, the member of staff is also expected to undertake the
following tasks to support the wider Supporter Services team:
Supporter Services Advisor:
1. Respond to all customer contact covering both ZSL London and Whipsnade via email, social
media etc. in line with performance standards set. Communicate effectively with all
customers and provide a high level of service across a broad range of customers which will
include visitors, members, schools etc.
2. Understand, promote and sell a broad range of ZSL products and services including
membership, fellowship and patrons, experiences, donations and regular gifts, adoptions,
education bookings, ticket sales, events, admissions, and online ticket queries
3. Work to the agreed Key Performance Indicators (including sales/conversion targets) and
Service Level Agreements as set by the Supporter Services Assistant Manager and Head of
Supporter Services & Membership
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4. Maintain excellent working relationships between all internal stakeholders including Retail &
Admissions, Fellowship, Marketing and Communications, Education, Development and
Business Development
5. Uphold the reputation of the Supporter Services department so that it is regarded as a
centre of excellence by offering visitors/customers the best possible customer service
6. Resolve customer complaints appropriately within guidelines and resolve to a level that
encourages loyalty from our supporters
7. Provide feedback to the relevant departments where issues have been raised in response to
customer feedback and escalate outstanding issues to the relevant Supporter Services
Assistant Manager
8. Accurately record supporter activities on the relevant database including developing and
building the knowledge base
9. Develop a sound knowledge of Patron Edge, Raisers Edge, Artifax, Smart TPS and other
related computer systems which will allow the job holder to carry out transactions/sales
where necessary
10. Maintain a working knowledge of Bankers Automated Clearing Systems (BACS) direct debit
processes, and HM Revenue & Customs (HMRC) Gift Aid processes
11. Undertake a number of administrative tasks to support the work of the wider team e.g.
reporting, processing sales/bookings, data entry, direct debit payment processing etc.
12. Assist with compiling participants lists for ZSL Experiences e.g. Keeper for a Day, Lookout
Lodge, BedBUGs etc.
13. Undertake any other responsibilities, tasks or activities as reasonably required
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Person Specification
Knowledge and Experience
Vocational and Technical Skills:
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Educated to A level standard or equivalent.
Good working knowledge of Raisers Edge or similar customer relationship management
system within a charity or commercial environment.
A qualification in customer service would be desirable.
Understanding of not for profit sector would be desirable.
Excellent numerical and written skills are required ensuring all customers receive the
same level of service.
Experience:
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A minimum of two years’ experience in a customer/visitor-facing role.
Extensive experience of working against objectives and meeting targets.
Highly organised with the ability to work under pressure.
Excellent problem solving and inter-personal skills.
Interpersonal Skills:
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Excellent interpersonal and communication skills are essential.
Excellent customer care skills across multiple media e.g. face to face, e-mail social media
etc.
Responsibility
Human Resource Management:
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No direct line management responsibility.
Physical Resource Management:
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The role will work with a range of computerised systems including Patron Edge, Raisers
Edge, Artifax, Smart TPS.
The role holder has access to confidential information on membership, bank details
(direct debits), credit card details and personal data.
The post holder will be familiar with alarm systems, access control and may be privileged to
information on VIP’s visits etc.
The role has financial responsibility for sales of tickets, memberships, experiences, and
similar promotions and products, school bookings etc. By their actions they can increase
income (or lose it by poor response).
Communication:
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Strong communication skills are central to this role, and is mainly oral (face to face), or
via email.
Good rapport and negotiation skills.
Ability to deal with difficult customers.
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Ability to respond to all contact with tact and diplomacy and remain aware at all times
that they are representing ZSL and that their actions can influence the visitors’
perception of ZSL.
As the job will be shared between 2 part time members of staff, communication is
extremely important and there must be a period of handover (verbal or written)
between the staff at the end of their shifts.
Liaison:
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Liaison with colleagues across ZSL at all levels.
Constant interaction with external contacts, who will be existing or potential customers
e.g. ZSL Fellows, Patrons, Council members etc. or important contacts to ZSL staff e.g.
PR, Development, Directors etc.
Mental Demands
Judgement and Decision Making:
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The job holder is required to use initiative and judgement within clear instructions for the
job but additional initiative is required.
The post holder will be juggling a number of activities and will be making decisions with
regard to deadlines and priorities.
Choices for responses and decisions will be made from a range of laid-down policies and
products.
Decide the appropriate action to be taken in response to complaints, including the use
of refunds, and return tickets as appropriate.
Original Thought and Problem Solving:
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The role encourages imaginative thinking in creating new opportunities to support the
marketing, retail, education, membership and fundraising strategies.
Other ZSL colleagues inside and outside department would be involved.
The role requires the holder to consider any system or process changes that would
enhance the experience for the customer, visitor and ZSL operations.
The final decision to implement new initiatives rests with the manager or Directors.
Concentration:
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Need to be alert and ready to greet and receive visitors at all times.
Need to be able to work under pressure and maintain concentration at all times.
Accuracy in recording and inputting data is essential and careful thought when
responding to customers emails is imperative. In circumstances where the job holder
may be faced with distractions e.g. visitors, errors will lead to customer complaints and
will impact on ZSL’s reputation.
Flexibility:
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The job holder may be handling several different tasks at any one point in the day and
must be able to switch between them at unforeseeable intervals.
Working Conditions
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Normal working conditions apply. We have a non-smoking working environment.
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