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Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Visitor Experience Programme Lead
| Dyddiad hysbysebu: | 03 Mehefin 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Gorffennaf 2024 |
| Lleoliad: | West Midlands, UK |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
We are Forestry England. We are the country’s largest land manager, caring for the nation’s forests for people, nature and the economy.
The nation’s forests are managed via six Forest Districts: North England, Yorkshire, Central England, West England, East England, South England, plus Westonbirt Arboretum with the administrative ‘National Office’ being based on the outskirts of Bristol.
There are over 1000 people working in a broad range of roles delivering diverse business functions including world leading sustainable forestry and land management, timber harvesting, property management and development, recreation and events management, and the management of 27 visitor centres. Forestry England has in the region of 300 million visits per annum and significant engagement with customers across a wide range of activities.
Reporting to the Head of Recreation & Visitor Experience and you will be responsible for securing high quality outcomes and contributing to significant business improvement by growing net profit through evolving current and negotiating new, commercial visitor experiences, supporting teams across the business to grow visitor numbers and ensuring outstanding customer service is achieved.
About the role:
This is an exciting opportunity to lead on recreation performance and quality for the largest provider of outdoor recreation in England. You will play a key role in growing the commercial and social impact of Forestry England’s recreation business by providing strategic leadership for visitor experience, customer service and commercial performance.
Our recreation and visitor experience business has an essential role to play in fulfilling the aims of Forestry England, including delivering health and wellbeing for all through connection with nature in our nation’s forests. Forestry England’s recreation business generates approximately £29m in revenue from our national network of forest centres, events and activities and through recreation business partners such as Forest Holidays, Camping in the Forest, Adventure Forest Ltd (Go Ape! high ropes courses).
You will form part of the national leadership team for recreation which is part of Forestry England’s national Operations team. Success in this role will require energetic leadership which develops the “one team” culture across a wide range of activities and is inclusive of national and forest-based staff. The role involves advocacy of the development of Forestry England’s recreation offer. It requires high levels of visitor experience proficiency so that you can provide technical advice and support to delivery teams including the tendering, negotiation and development of new high-profile facilities, stakeholder development, and business improvement through customer service leadership.
The post holder will report to Bridgette Hall, Head of Recreation & Visitor Experience for Forestry England; and Hayley Skipper, Director of Operations - Commercial Visitor Development who provides strategic leadership for Recreation business growth, setting direction and vision will be the post's Confirming Officer. While the post can be located at any Forestry England office with good transport and IT connections, the post holder will need to travel around England as required.
Purpose of the Job:
As the role holder you will take insight led decisions to set and embed the standards for visitor and customer service and delivery across Forestry England’s recreation business. You will support and motivate teams throughout Forestry England to achieve these standards. Alongside significant stakeholder collaboration, you will lead cross-functional programmes that drive business growth and efficiency. You will manage key internal and external stakeholder relationships, tender, negotiate and secure new and improved recreation business relationships with commercial partners to bring memorable experiences and new activities to all of our customers.
Key work areas of the role include:
Leadership:
Champion the Forestry England Leadership behaviours by mentoring and supporting regional recreation colleagues. You will work with the Institute of Customer Service, Visitor Attraction Quality Assurance Scheme and others, to set the standards that our customers can expect, driving change through benchmarking and improvement programmes.
Use your experience to create a Forestry England Customer Service Strategy and support the development of customer service training packages that meet the needs of staff and volunteers across Forestry England and exemplify our approach to delivering exemplary customer experiences for all.
Business Improvement and Innovation:
You will take the lead on tendering, negotiation and delivery of new and existing commercial recreation business opportunities at an England level. You will lead the roll-out of partner-led customer offers and manage their on-going business relationship with Forestry England.
You will provide recreation input and leadership into the Forestry England corporate partnerships programme, the Digital and Marketing functions and ensure that the needs of our customers are fully represented in infrastructure projects.
Gathering and using customer insight and bench marking from internal and external sources will be the foundation upon which you develop this customer focused approach.
Provide Guidance, Manage Key relationships, National Agreements:
Work proactively with colleagues to ensure that key parts of the business are equipped with the tools and guidance to undertake local tendering of relevant business opportunities including cafe tenancies, cycle hire and mobile refreshment outlets.
Provide support to district colleagues to resolve issues with key national stakeholders.
The nation’s forests are managed via six Forest Districts: North England, Yorkshire, Central England, West England, East England, South England, plus Westonbirt Arboretum with the administrative ‘National Office’ being based on the outskirts of Bristol.
There are over 1000 people working in a broad range of roles delivering diverse business functions including world leading sustainable forestry and land management, timber harvesting, property management and development, recreation and events management, and the management of 27 visitor centres. Forestry England has in the region of 300 million visits per annum and significant engagement with customers across a wide range of activities.
Reporting to the Head of Recreation & Visitor Experience and you will be responsible for securing high quality outcomes and contributing to significant business improvement by growing net profit through evolving current and negotiating new, commercial visitor experiences, supporting teams across the business to grow visitor numbers and ensuring outstanding customer service is achieved.
About the role:
This is an exciting opportunity to lead on recreation performance and quality for the largest provider of outdoor recreation in England. You will play a key role in growing the commercial and social impact of Forestry England’s recreation business by providing strategic leadership for visitor experience, customer service and commercial performance.
Our recreation and visitor experience business has an essential role to play in fulfilling the aims of Forestry England, including delivering health and wellbeing for all through connection with nature in our nation’s forests. Forestry England’s recreation business generates approximately £29m in revenue from our national network of forest centres, events and activities and through recreation business partners such as Forest Holidays, Camping in the Forest, Adventure Forest Ltd (Go Ape! high ropes courses).
You will form part of the national leadership team for recreation which is part of Forestry England’s national Operations team. Success in this role will require energetic leadership which develops the “one team” culture across a wide range of activities and is inclusive of national and forest-based staff. The role involves advocacy of the development of Forestry England’s recreation offer. It requires high levels of visitor experience proficiency so that you can provide technical advice and support to delivery teams including the tendering, negotiation and development of new high-profile facilities, stakeholder development, and business improvement through customer service leadership.
The post holder will report to Bridgette Hall, Head of Recreation & Visitor Experience for Forestry England; and Hayley Skipper, Director of Operations - Commercial Visitor Development who provides strategic leadership for Recreation business growth, setting direction and vision will be the post's Confirming Officer. While the post can be located at any Forestry England office with good transport and IT connections, the post holder will need to travel around England as required.
Purpose of the Job:
As the role holder you will take insight led decisions to set and embed the standards for visitor and customer service and delivery across Forestry England’s recreation business. You will support and motivate teams throughout Forestry England to achieve these standards. Alongside significant stakeholder collaboration, you will lead cross-functional programmes that drive business growth and efficiency. You will manage key internal and external stakeholder relationships, tender, negotiate and secure new and improved recreation business relationships with commercial partners to bring memorable experiences and new activities to all of our customers.
Key work areas of the role include:
Leadership:
Champion the Forestry England Leadership behaviours by mentoring and supporting regional recreation colleagues. You will work with the Institute of Customer Service, Visitor Attraction Quality Assurance Scheme and others, to set the standards that our customers can expect, driving change through benchmarking and improvement programmes.
Use your experience to create a Forestry England Customer Service Strategy and support the development of customer service training packages that meet the needs of staff and volunteers across Forestry England and exemplify our approach to delivering exemplary customer experiences for all.
Business Improvement and Innovation:
You will take the lead on tendering, negotiation and delivery of new and existing commercial recreation business opportunities at an England level. You will lead the roll-out of partner-led customer offers and manage their on-going business relationship with Forestry England.
You will provide recreation input and leadership into the Forestry England corporate partnerships programme, the Digital and Marketing functions and ensure that the needs of our customers are fully represented in infrastructure projects.
Gathering and using customer insight and bench marking from internal and external sources will be the foundation upon which you develop this customer focused approach.
Provide Guidance, Manage Key relationships, National Agreements:
Work proactively with colleagues to ensure that key parts of the business are equipped with the tools and guidance to undertake local tendering of relevant business opportunities including cafe tenancies, cycle hire and mobile refreshment outlets.
Provide support to district colleagues to resolve issues with key national stakeholders.