Visitor Operations Manager

The role will lead on facility and management of the visitor service areas delivering a high standard of presentation and care for our visitors. You will be accountable for the day-to-day management, health and safety and maintenance of key recreational facilities, including the welcome building, play and trails. You will lead the recreation team in achieving best practice compliance.

You will also help to drive forward the Forestry England sustainability initiative to become a net zero site

You will help to strengthen the health and safety culture as Forestry England strives to fulfil our corporate value of 'Look Out & Look After'.

You will work in tandem with our Visitor Services manager, ensuring the business is covered 364 days of the year in the form of duty management including weekends and bank holidays based down at the Welcome Building. Working days are flexible but must be willing to cover duty manager 2 full weekends per month

You will also work closely with the Visitor Attraction Manager, Events Manager and civil engineering team to create a positive, collaborative and inclusive environment for staff, volunteers, stakeholders and visitors.,

• Provide leadership and day to day management to the visitor services team which would normally include the recreation supervisors, recreation assistants and volunteers


• Support staff in reaching and maintaining the required standards of performance, including delivery of agreed objectives and the demonstration of effective behaviours.


• Assist inducting new starters and following the probation process with a focus on Health & Safety and sustainability


• Work closely with the Visitor Attraction Manager, Visitor Services Manager and Events Manager and site business partners to create a 'one-team culture'.


• Use effective delegation to distribute work to achieve the sites objectives and to help build a strong and resilient team.


• Develop a strong safety culture within the site team and ensure everyone's behaviours match Forestry England's values, attitudes and commitment to health and safety.


• Help staff to understand and comply with legislation, policy and promote best practice by following relevant PPG's and by undertaking regular audits. Complete and sign-off mandatory PPG and local tasks in Forester Web.


• Act as a duty manager which requires working regular weekends (2 per month), holidays and other peak periods. You will be required to share the duty management role with our Visitor Services Manager covering 364 days a year.


• Act as a shared budget manager for the cost centre and work with the VS Manager to monitor expenditure and income against agreed budgets.


• Promote membership so visitors support the work of Friends of Westonbirt Arboretum (FOWA) and Forestry England


• Support the preparation of the visitor attraction annual business plan.


• Use Eco-online to record accidents and near misses linked to the recreational facilities. When requested lead on the investigation, identify recommendations and lessons learnt.


• Procure goods, services and work to ensure value for money and conduct in a fair, open and transparent manner. Act as Contract Manager taking responsibility for the day to day management of the performance and administration of contracts and for the relationship with the contractor (i.e. PCM, risk assessment, monitoring diary, RAG safety, site safety rules).


• Support event delivery working with the Events Manager


• Provide cover for the Visitor Services Manager during periods of leave or absence.


• Twice yearly meet with the other Forestry England forest centre manager's to discuss shared issues and opportunities.


Specific

• Undertake management checks and review risk assessment, method statements and other health and safety documentation to ensure compliance with health and safety standards


• Acting as the local building manager work with the Building Surveyor to ensure up to date estate and asset improvement plans are prepared, the requirements of ISO14001 are met and statutory duties are maintained (i.e. PAT testing, legionella, asbestos). Apply relevant Building Management Policy and Practice Guidance (PPG).


• Monitoring, recording and management of carbon emissions. To include sharing and implementation of best practice to achieve Forestry England net zero targets.


• Look at innovative ways to improve and implement new sustainable options to improve visitor experience and accessibility including our travel plan and ANPR camera system, barrier entry


• Write and take ownership of the Welcoming building facilities and emergency plan for recreation team Test the team's readiness through regular mock scenarios and drills.


• Lone working champion for the Arboretum


• Support the work of the civil engineering team at Westonbirt, including actively communicating with the recreation and wider team to co-ordinate works, We'll assess you against these behaviours during the selection process:


• Leadership


• Making Effective Decisions


• Communicating and Influencing, As part of the application process you will be asked to complete:


• A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.


• A Personal Statement (500 words) explaining how you consider your personal skills, qualities and experience are suitable for the role, with particular reference to the essential experience specification.


Applicants will be expected to demonstrate the essential experience requirements within the application responses.

Failure to fully complete both sections (CV and Personal Statement) will mean the panel only have limited information on which to assess your application against the criteria in the person specification. The panel will look for applications that demonstrate the best fit for the role by considering the evidence you have provided against the criteria set out in the job description and responsibilities.

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

We aim to sift week commencing Monday 24th June with the interviews being held in person at Westonbirt week commencing 1st July, these dates may be subject to change.

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 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

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 circumstances 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.

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.

The duties of this post require the applicant to have a full current driving licence that enables them to drive in the UK. However, the Forestry Commission is willing to consider any proposals put forward by applicants that would allow them to do the job by any other means., 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.,
• 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
  
  To be successful in this position the post holder must be able to demonstrate significant recent experience of:


• Experience working within a public facing role.


• Experience in Building, facilities or maintenance management.


• Awareness of Health and Safety management in a visitor attraction or building environment including experience in the management of risk assessments, method statements and other health and safety documentation.


• A passion for sustainability and evidence of working towards solutions and making positive change either in your work or personal life for the benefit of the planet.


• Delivering strong customer service.


• Competent user of MS office including Excel.


• Full driving license .


Desirable:

• Candidates to process IOSH Managing safely qualification.


• Candidates to process a qualification in sustainability or similar, such as a carbon literacy training.


• Experience in delivering sustainable projects.


• Experience in monitoring quality standards and carrying out inspections and quality checks.


• Understand of CDM regulations.


• Experience of working in environmentally sensitive locations or habitats, heritage sites or public locations.


• Experience of working in a Facilities management discipline / Visitor attraction / maintenance professions.


Even if you feel you don't have all the essential/desirable skills but have the passion and experience we would still like to encourage you to apply if you feel this role is for you., Where a role has been identified as one which falls under the scope of the Public Sector English Language Requirements, within Part 7 of the Immigration Act 2016, it is essential that applicants should have the ability to converse at ease with members of the public and provide advice in accurate spoken English. Applicants will be assessed in the selection process in accordance with the requirements., Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Alongside your salary of £29,863, Forestry Commission contributes £8,063 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 with an average employer contribution of 27%


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