Job Title: Visitor Centre Lead

Role Overview: 

We are seeking a seasoned and proactive individual to assume the position of Visitor Centre Lead at our Visitor Centre. This role entails not only providing exceptional customer service but also overseeing the day-to-day operations of the centre in the absence of the manager. While reporting to the manager, the Visitor Centre Lead will take on responsibility for managing staff, ensuring operational efficiency, and maintaining a high standard of service delivery.

Key Responsibilities:

1. Leadership and Operational Management:

• Assume leadership responsibilities in the absence of the manager, overseeing the day-to-day operations of the Visitor Centre.
• Provide guidance and direction to customer service agents, delegating tasks and responsibilities as needed to maintain operational efficiency.
• Address any operational issues or challenges that arise, implementing solutions to ensure smooth functioning of the centre.
• Assistance with financial procedures as required, setting up purchase orders, follow up on payment requests etc.
• Assist in PR and marketing as directed by manager
• Recording visitor numbers and reports when required

2. Customer Service Excellence:

• Lead by example in providing exceptional customer service, serving as a role model for customer service agents.
• Handle escalated customer inquiries or complaints, resolving issues promptly and effectively to ensure customer satisfaction.
• Implement strategies to enhance the visitor experience and maintain a welcoming and informative atmosphere within the centre.
• Record customer feedback as required and collate reports.

3. Staff Management and Training:

• Supervise customer service agents, including scheduling and training.
• Conduct regular meetings with staff to communicate expectations, provide feedback, and foster a positive and productive work environment.
• Facilitate training sessions to ensure that customer service agents are equipped with the necessary knowledge and skills to excel in their roles.

4. Operational Efficiency and Administration:

• Ensure that all operational procedures are followed efficiently, including tour bookings, cash handling, and administrative tasks.
• Ensure the visitor centre facility is prepared/set up according to event/function sheets.
• Plan and monitor the day to day running of the Visitor Centre and ensure all have full knowledge of the event calendar
• Monitor inventory levels and coordinate with relevant departments to replenish supplies as needed.
• To assist management in the control of costs throughout all areas of the Visitor Centre.
• Assist with administrative tasks such as payroll processing, scheduling, and record-keeping.

5. Health and Safety Compliance:

• Uphold health and safety standards within the centre, conducting regular inspections and addressing any safety concerns promptly.
• Ensure that customer service agents are trained on safety protocols and emergency procedures, promoting a safe environment for visitors and staff.
• Collaborate with relevant stakeholders to implement and maintain effective safety measures throughout the centre.

6. Qualifications and Skills:

• Level 8 in Marketing, Communications, Business or related disciples
• Previous experience in a leadership or supervisory role, preferably in a customer service-oriented environment.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written, with a customer-centric mindset.
• Demonstrated ability to handle customer inquiries or complaints effectively and professionally.
• Proficiency in organizational and problem-solving skills, with a proactive approach to addressing challenges.
• Knowledge of health and safety regulations and protocols.
• Weekend work is an integral part of this role, particularly on peak, off peak – Mid week ,holidays, and evenings as required.

Location: Oweninny Windfarm Visitor Centre

Scale & hours: €21.50, 28 hours per week.

CVs with application letter to be returned to AWCA@mayonortheast.com

The closing date is 05/09/25