Visitor Services Officer

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 foundation of our organisation is our world-class sustainable management of the nation’s forests., • Deliver exceptional ‘front of house’ customer service to visitors at the welcome point and when out in the forest to provide a positive visitor experience.
• Provide advice and information to visitors.
• Undertake cash handling duties, including operating tills and fulfilling start/end of day cashing-up procedures.
• Operate and administer the vehicle entry system including data entry and input, production of basic reports and on the job training and mentoring of colleagues.
• Support administration for social media and web-based information.
Facilities Management:
• Facilities management, such as maintenance of facilities, to include: emptying bins, litter collection and cleaning of toilets (when necessary).
• Responding to emergency situations, such as fires, first aid response, together with other circumstances as required.
• Supporting special events such as seasonal events and Active Forests events.
• Identify where trees and vegetation may represent a danger to facility users, or generally cause a problem.
• Other activities, such as dealing with unexpected events, team meetings and administrative tasks.
• Undertake routine, recorded facility inspections of recreational facilities and buildings.
• Undertake grounds and site maintenance programme, using tools and machinery, where necessary.
Health & Safety:
• Coordinate the implementation of Emergency Procedures across the facility, providing first aid assistance and support to emergency services.
• Ensure risk assessments are completed in accordance with Forestry England’s policies and procedures.
• Ensure correct use of tools and wear necessary personal protective equipment.
And any other tasks, reasonably requested by your line manager., As part of the application process you will be asked to
+ Complete a CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years. The CV will be split into three parts: Job History, Full Qualification Details and previous skills/experience.
+ Complete a 750 word personal statement showing how you consider your personal skills, qualities and experience make you suitable for the role, with particular reference to the role responsibilities (see responsibilities section).
Applicants will be expected to demonstrate the essential role requirements within the application responses.
Failure to fully complete both sections (CV and Personal Statement) will mean the panel only have limited information on which to assess your application against the criteria in the person specification. The panel will look for applications that demonstrate the best fit with the role by considering the evidence you have provided against the criteria set out in the job description and responsibilities.
Should a large number of applications be received, an initial sift may be conducted using your CV. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Interviews will be face to face and at interview you will be assessed against your experience and the Behaviours listed in the advert.
We aim to complete the sift week commencing 2nd December 2024 and interview week commencing 9th December 2024, subject to change.
Further Information
The full time role is offered on a fixed term contract until 18 months after the start date, with the possibility of extension or permanency but there is no guarantee. A total of 37 hours per week will need to be covered. Applicants who wish to work less than 37 hours per week or an alternative working pattern are welcome to apply, however your preferred working pattern may not be available if the remaining hours cannot be filled, and you should discuss this with the vacancy holder before applying.
The 22.2 hours part time role is offered on a fixed term contract until 31.03.26 with the possibility of extension or permanency but there is no guarantee.
Offers of employment are made in the following order:
+ 1st: Merit
+ 2nd: Preference for contracted hours
The duties of this post require the applicant to have a full current driving licence that enables them to drive in the UK. However, the Forestry Commission is willing to consider any proposals put forward by applicants that would allow them to do the job by any other means.
A reserve list will be held for a period of 6 months from which further appointments can be made.
Any move to Forestry Commission from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Where a role has been identified as one which falls under the scope of the Public Sector English Language Requirements, within Part 7 of the Immigration Act 2016, it is essential that applicants should have the ability to converse at ease with members of the public and provide advice in accurate spoken English. Applicants will be assessed in the selection process in accordance with the requirements.
New entrants are expected to join on the minimum of the pay band.
Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via FCERecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Essential Professional and Technical experience
+ Flexibility to respond to changing situations, re-prioritising work and recognising that ‘no two days are the same’.
+ Willingness to work outdoors in all weathers.
+ Excellent interpersonal and customer service skills.
+ The ability to react calmly and effectively to emergency situations, and to be able to coordinate interaction with the emergency services.
+ Competent in the use of mobile phones.
+ IT literate especially in respect of the Microsoft Office suite, but also to have the ability to understand and use bespoke in-house computer applications.
+ Previous experience working in a customer-facing role and dealing with a wide variety of stakeholders and customers.
+ Excellent communication skills and proven ability to remain calm and work effectively in a pressurised environment, or if faced with challenging customers.
+ Able to operate tools and equipment as required to undertake basic maintenance on site.
Desirable
+ Experience of undertaking cash handling duties.
+ Experience of facilities maintenance., + Managing a Quality Service
+ Working Together
+ Delivering at Pace
+ Communicating and Influencing

1 x part time, 22.2 hours, working pattern: Friday, Saturday and Sunday.
1 x full time, 37 hours, working pattern: 5 day working week with the expectation of weekends.
Both roles are on a fixed term contract with the possibility of extension or permanency but no guarantee. Please indicate in your personal statement which contract you are applying for. Both roles also have the potential for annualised hours based on peak periods for staff cover on site., Alongside your salary of £24,323, Forestry Commission contributes £7,046 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ 25 days holiday a year, with an extra day’s holiday entitlement each year over the first 5 years up to a maximum of 30 days per year, plus bank holidays and 2.5 extra days leave. (all pro-rata).
+ 3 days paid volunteering leave every year (once you have passed probation).
+ STaR is our employee benefits scheme offering discounts on everyday supermarket shopping, as well as other things such as hotel stays clothes, mobile phones, other electrical items, medical and car insurance, holidays, gym discounts, household bills, Headspace wellbeing app.
+ Free parking at Forestry England sites and free entry to our National Arboretums at Westonbirt and Bedgebury.
+ A commitment to lifelong learning through career development. Forestry England will support your career development in a variety of ways, including continual professional development, support for individual learning plans and sponsored membership of professional bodies.