Guest Relations Assistant

Posted Thursday 4 June 2026 at 00:00 | Expires Saturday 4 July 2026 at 23:59

Location: West Midlands Safari Park

Hours: 37.5 hours per week, 5 days out of 7.

Duration: Permanent

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.

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.

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.