Commercial Operations Administrator

We have an exciting new opportunity for a Commercial Operations Administrator to join
our team, working 35 hours per week over 5 days (Tuesday - Saturday).

This is a varied role where you will assist with the administration of supporter renewals,
applications and direct debits, animal adoptions and experiences, zoo ticketing and guest
feedback.,

• To support the Head of Commercial Operations and Commercial Managers in

commercial operations administrative functions including supporter renewals,
applications and direct debits, animal adoptions and experiences, zoo ticketing and
guest feedback

• To support the Head of Commercial Operations and Commercial Managers in the

delivery of departmental objectives in line with the five year and annual business
plans

Financial Dimensions :

• Adhere to departmental cash handling policy and procedure


Key Internal Contacts

• Retail, Admissions & Supporter Manager, Supervisors and Leads


• Guest Experience Manager and Lead


• Zoo Events Team


• Line Manager - Head of Commercial Operations


• Commercial Director


• Communications Team


• IT


• Department volunteers, Supporter administration


• Accurate and efficient processing of supporter applications and enquiries


• Ensure that all direct telephone, post and online supporter application details are

recorded accurately

• Ensure that all applications are processed within the agreed timescales


• Process supporter renewals, capturing requests and actions on the database


• Comply with Gift Aid and GDPR guidelines


Animal adoptions and experiences

• Processing online and manual adoption sales and sending packs as required


• Producing monthly lists of current adopters and updating adopter boards in the zoo

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• Manage the animal experience calendar


• Ensure that risk assessments are reviewed and updated


• Regularly checking that all internal and external information is correct and if any

changes are required, notifying the relevant teams in a timely manner

• Handling online and telephone financial transactions


• Support the commercial teams in continually improving and developing animal

adoptions and experiences

Zoo ticketing

• Creating ticket sessions and limits for day guests and any special events


• Creating plu's and price calendars for zoo tickets


Guest Feedback

• Reviewing and responding to guest feedback and queries, in writing or by

telephone, adhering to policy and procedure

• Undertake administrative tasks to a high standard including filing, recording and

reporting of guest feedback

• Distribution and recording of complimentary guest tickets


• Comply with GDPR guidelines


General

• Identify with and contribute to Marwell Wildlife's brand values, mission and

charitable objectives

• To be aware of all facilities, exhibits and special events that are ongoing or taking

place within Marwell Wildlife

• Adhere to health and safety policy and procedures, identify hazards and undertake

appropriate risk assessments as required

• To handle cash and other payments ensuring monies are dealt with as per cash

handling policy and procedure

• Identify with and contribute to Marwell Wildlife Brand Values, mission and

charitable objectives

• Provide support as required to carry out operation duties within the commercial

teams including car parking, hosting animal experiences, staffing Tropical House
and special events

• To undertake any other duty deemed reasonable as required by the Retail,

Admissions & Supporter Manager and Lead, Guest Experience Manager and Lead
or Head of Commercial Operations

The successful candidate must have excellent verbal and written communications skills
and be proficient in IT, in particular Microsoft Office applications. Previous administrative
experience is also essential for this role.,
• Previous administrative experience


• IT Skills - Comfortable with Microsoft Office applications


• Excellent verbal and written communication skills, able to write fluently and produce

a coherent and appropriate response

• Good numeracy and literacy skills


• Basic understanding of health and safety requirements, Complaint handling experience


• Cash handling experience


Attributes

• Good planning and organisational skills


• Able to undertake a range of physically active tasks, including, bending, sweeping,

climbing ladders, repetitive movements, some heavy lifting and working outside in
all weathers

• An understanding of how this role supports the delivery of our charitable outputs


• An understanding of the values and behaviour expected within this role
  
  Flexible approach to routines as due to the nature of the work, regular out of hours

and anti-social hours will be required

• Frequent weekend, evening and bank holiday work