Job opportunities

Assistant Zoo Manager

The Assistant Zoo Manager based at Hobbledown Heath, Hounslow is responsible for overseeing the daily operations of theAnimal Team and ensuring consistently high standards of animal welfare and husbandry.This is a hands-on role that involves working outdoors alongside keepers and animals, with designated time allocated for administrative tasks.

In the absence of the Group Zoo Operations Manager, the Assistant Zoo Manager acts as the primary point of contact for all animal-related matters. They are expected to lead byexample, ensuring that the Animal Team is well-prepared each day, fully briefed, and appropriately trained for their assigned areas, sections, or units.

The Assistant Zoo Manager will uphold and drive high standards across all aspects ofanimal care, guest service, and site cleanliness. They will motivate the team to maintainthese standards consistently and ensure that all protocols and procedures are followedcorrectly. They will maintain clear communication with the Group Zoo Operations Manager, General Manager and the shift Duty Managers regarding daily zoo operations.

A strong working knowledge of relevant regulations and standards is essential, includingthe SSSMZP, Zoo Licensing Act, and the BALAI Directive. Familiarity with BIAZA and NFANaccreditation standards is also required. The Assistant Zoo Manager will maintainexceptional levels of biosecurity and cleanliness and will ensure that all team members adhere to their training.

 

They will also promote and maintain high standards of record-keeping, includingmanaging digital audits and updating the Daily Specimen Report (DSR). Responsibility forkeeping ZIMS records up to date will also fall under this role.

 

Additionally, the Assistant Zoo Manager will oversee the recruitment and training of volunteers and work experience participants.

This role includes responsibility for delivering specific training, such as section and equipment training, operational management, COSHH, and animal husbandry and welfare practices.

Main Responsibilities

Operations

· Responsible for general day to day running and ensuring the animal team adhere to

complete their daily health and safety audits and checklists.

· Lead the team to deliver a fantastic and safe visitor experience.

· Contribute to positive visitor feedback by leading by example.

· Work safely to protect themselves, the team around them and our guests and animals.

· Ensure the respective area is clean, tidy, and well presented at all times.

· Report any operational issues that are safety, guest service critical or commercial impact

through the correct channels, i.e. to the Duty Manager or line manager promptly.

· Ensuring the conditions of the animals are suitable and reporting any problems to the Line

Manager and other relevant departments required to support the work needed.

· Observing the behaviour, health and security of animals and reporting any problems to

the Line Manager.

· Manage the daily duties of the department by organising the workload for the team,

volunteers, and daily schedules of schools and animal experiences.

· The ability to take the lead in an animal escape or emergency.

· Adhere to all Safe Systems of Work and Species-Specific Operation Protocols (SOP’s) for

animals and set the example for the team.

· Adhere to the Disease Surveillance Protocol of the park and ensure records and routine

tests are up to date.

· Assist the Zoo Manager in ensuring that team are following the SSOW for Biosecurity and

Zoonotic Disease Control.

 

Ad hoc Training & Systems

 

· As an assistant manager there may be technical or specific training relevant to the

department, ensure any training for team is documented and recorded adequately and

passed to line manager to record on Bamboo or held on file.

· Ensure new team members are buddied up accordingly and any training is recorded, i.e.,

Animal section training, and Standard Operating Procedures.

· Sound knowledge will/may be required on Safesmart and Fuse Metrix. If issues are

experienced, can quick fix or raise issues through the correct channels to minimise

disruption to guest experience or team efficiency.

· Take lead on practical animal husbandry team training and supporting animal team.

· Assist Zoo operations Manager in the creation of training documents for the team.

 

 Customer Service

· Leads by exceptional example on all guest facing activities.

· Confident in challenging and supporting peers to deliver a safer and better experience for

our guests/team.

· Confident in dealing with guest conflict and guest resolution.

· Ensures good communication and the same levels of service provided to guests to internal

customers.

· Deal with team and guest enquiries, feedback, and complaints in a timely manner and

report to line manager

· Deliver educational and interactive public talks, workshops, and experiences, including

our popular Junior Zookeeper for a Day.

Marketing 

Ensure all departmental guest communications contain all the correct updated marketing material, i.e., posters, walkthrough opening times. ·

 Provides regular feedback to line managers from guest/team feedback on the day. ·

 Follows social media guidelines on social platforms. ·

 Is aware and can brief teams on specific events/product offering.

 Financial 

Be aware of team wage/labour budgets for the day to ensure agreed daily budgets are adhered to and/or decreased/increased to meet operational demands.

· Looks after equipment/stock/buildings in their care and reports any issues with missing/faulty equipment/stock. In line with training provided.

 · Ensure teams are actively upselling at every opportunity. Ensure portion control is maintained.

 

People

· Ensure compliance in terms of working times, break times and working duties in relation to young workers and also the Working Time Regulation.

· Responsible for training of team in their care and recording training accordingly. Ensure team are not working on equipment they are not trained to work with.

· Report any poor performance to line manager and support in corrective training/performance management.

 · Drive and lead a positive working environment for the team.

· Conduct daily briefings for team to ensure teams are engaged and aware of the daily requirements.

 · Acknowledge positive visitor feedback and ensure team recognition.

· Ensure all team members look smart, well presented and following the uniform standards.

· Ensuring the team members are routinely recording data and communicating using DSR’s, ZIMS and daily diaries.

 · Ensure daily tasks are prioritised and allocated fairly to team that meet the welfare of the animals.

· Recruit and interview volunteers and work experience.

· Create and implement the training of volunteers and work experience.

 

 Health & Safety

 · Responsible for complying with the company policy regarding Health & Safety.

 · Ensure job role is performed safely in line with the standard operating procedures and any specific safety controls.

· Ensure animal enclosures and surrounding areas are safe for animals, guests and team I.E Heat lamps, enclosure security and stand off barriers.

· Will open, close, secure departments responsible for according to site specific requirements.

 · Can identify where gas, electric, water isolation points are.

· In the event of an evacuation, or emergency, can safely lead evacuation of team and surrounding guests and ensure any equipment is safe, i.e., Gas, electrics, fire suppression systems, gate locks, activities closed safely.

 · Ensure hygiene standards are adhered to in specific work areas. Areas are clean and well maintained.

· Report any Health & Safety issues, potential hazards, accidents or near misses to your Line Manager, Duty Manager or member of the Management team immediately and on internal QR code system.

 · Ensure any first aid is dealt with and recorded accordingly.

· Adheres to COSHH for department and can train team on chemicals for department.

· Maintaining, and following our Disease Surveillance Plan and Prophylactics Programme ensuring the correct biosecurity measures are in place when needed.

 

Animal Team

· To ensure the highest standards of animal welfare is always being adhered to.

 · Adhering to all requirements from The Zoo Licensing Act 1981.

 · Following all requirements and guidelines from BIAZA, NFAN and BALAI.

 · To be capable in the safe handling and restraint of a variety of animals.

 · Maintaining exhibits and carry out weekly checks in line with our Zoo Licensing.

· Maintaining back of house areas and carry out weekly checks in line with our Zoo Licensing.

· Responsible for ordering animal feed and equipment and maintains communication with accounts regarding new suppliers and sending over invoices.

 · Maintaining records and inputting relevant information into ZIMS.

· Maintain and develop knowledge of species-specific enrichment and training protocols.

· Demonstrate professionalism towards sensitive and confidential information regarding animals.

 · Take lead with the movement of animals and training of animals.

· Committed to professional self-development, through participation in specific training opportunities aimed and supporting and developing the post.

· The ability to confidently liaise with our team of off-site vets and carry out veterinary procedures under the vet’s direction.

· Implement changes related to animal husbandry and welfare, with the support of the zoo  manager.

· implement changes related to team and guest welfare, with the support of the Group Zoo Operations Manager.

· Takes lead in the creation and reviewing of diet sheets, with the support of the Group Zoo Operations Manager and site veterinarian. · Assist the group zoo operations manager with inspections such as NFAN and Zoo Inspections.

· Perform other related duties as assigned.

The job holder will perform any other reasonable tasks as requested by the Group Zoo Operations Manager and the General Manager.

Requirements for the role

- Atleast 2 years paid experience working in a zoo, farm park or similar 

- Minumum Level 3 in animal care or equivelant 

- Availability to work weekends and bank holidays when required. 

-Experience in customer service

-previous experience in leadership is desireable