Guest Relations - Assistant
Location: West Midlands Safari Park
Hours: 37.5 hours per week, 5 days out of 7.
Duration: Permanent
About the Role
As a Guest Relations Assistant, you will be at the heart of our mission to provide unforgettable experiences for all our guests. This is a key customer service role, focused on ensuring every post visit interaction is handled with care, empathy, and professionalism. Your primary responsibility will be to manage guest feedback received across various platforms – from emails and telephone calls to social media comments and review sites. You’ll take the lead in investigating and responding to guest complaints and queries, ensuring timely and thoughtful resolutions that reflect our values. In addition to managing individual cases, you'll play a crucial role in collecting and analysing feedback and guest sentiment to identify key themes and trends. These insights will help inform continuous improvement across the park, supporting our commitment to raising standards and enhancing guest satisfaction at every level.
About You
You’re a confident and experienced customer service professional, ideally with a background in hospitality, leisure, or tourism. You understand that every guest interaction—whether by phone or in writing—shapes how our brand is perceived. You’ll be skilled in handling sensitive complaints with diplomacy and care, and able to craft clear, compassionate, and brand-aligned responses across various communication channels so strong written English and an excellent telephone manner are essential. You will also have a keen eye for detail and the ability to interpret guest feedback and analytics to identify improvement opportunities. With excellent organisation and time management, you’ll be able to balance reactive communications with proactive service enhancements.
You may have experience supporting and leading other customer service roles, or be ready to take on a new opportunity.
Ready to make a difference in every guest journey?
Apply now and help shape memorable experiences at West Midland Safari Park.
Benefits
As well as benefiting from working in a unique and beautiful setting, you’ll also receive a range of additional perks to employment including:
- WMSP Annual Pass which gives you and your family and friends free admission and theme park wristbands, and free entry to our sister site Drayton Manor Park also Water World Stoke On Trent
- 20% Discount in our retail and catering outlets and off park special events.
- 24 Hour access to an online doctor and access to online prescriptions.
- Counselling access.
- Online retailer discount portal.
What we are
West Midlands Safari Park is an award-winning visitor attraction, located in Worcestershire in the heart of England. It is home to some of the world’s most beautiful and critically endangered species, with a four-mile safari drive-through, walk-through Discovery Trail, African Village and Lemur Woods, as well beautiful walking trails, allowing guests to experience up close encounters with hundreds of exotic animals. Guests can also choose from a wide range of catering and retail outlets, as well as enjoying a large amusement area with over 25 rides and attractions providing the ideal venue for family days out.
In 2021, the Park introduced Safari Lodges – luxury accommodation allowing guests to stay overnight for the first time. Guests can wake up to incredible sights of elephants, giraffe, rhino and red panda, or sleep just a ‘whisker’ away from lions, tigers and cheetahs.
In addition, the park is home to three incredible venues – Spring Grove House, Treetops Pavillion and Cellarz, which play host to weddings, corporate events and social celebrations.
What we do
Our mission is to bring people together to create unique wildlife experiences that exhilarate, educate and leave memories to last a lifetime.
Our 200-acre site allows us to do just that, whether you’re a day guest, wedding guest or overnight guest! We create experiences unlike no other, attracting visitors from across the Midlands and beyond.
Our brand and our team members live by our core values. We’re passionate and work with a sense of togetherness, always striving to be progressive, with preservation at the heart of everything we do, all while creating unforgettable experiences.
Through these principles we aspire to achieve our vision: to be the number one UK wildlife attraction through the creation of immersive animal habitats and unique visitor experiences.
