Website Forestry England - Whinlatter

Job description

  • Work within a dedicated team to deliver a high-quality visitor experience.
  • Provide information to visitors about recreational facilities, other businesses on site and the wider work of Forestry England.
  • Deliver all aspects of visitor welcome including onsite information provision, updating websites, social media and delivering events.
  • Contribute to all aspects of the retail offer including ordering, merchandising, sales and retail computing.
  • Assist with marketing and promotion of Forestry England membership.

Key Work Areas

  • Visitor welcome – Provide the first point of contact with customers and deliver a high level of customer care by welcoming visitors, providing accurate information to facilitate their visit and ensure an excellent visitor experience.
  • Retail sales – serve at the counter; monitor stock levels, place orders with suppliers, keep systems and data up to date, keep display areas attractive and well stocked. Undertake cash handling duties, including operating tills and fulfilling start/end of day cashing-up procedures.
  • Marketing and promotion of events, marketing campaigns and the work of Forestry England through social media, websites and on site.
  • Membership – promote the benefits of Forestry England membership, undertake sales of Membership on site and complete necessary paperwork.
  • Communicate regularly with on-site franchises, delivery partners and event organisers to keep all parties up to date with events and site information and ensure customers are kept fully informed.
  • Champion the vision and ethos of the organisation by contributing to the planning and delivery of exciting, fun and inspirational events on and off site.
  • Work with the whole recreation team to develop interpretation and engagement with the story of Whinlatter Forest, the work that takes place in the forest and the people that make it happen.
  • Deal professionally with complaints, incidents and accidents, following agreed procedures. Provide First Aid.
  • Interact, work with and supervise volunteers and support their day to day work programme ensuring they provide visitors with the expected level of welcome and service.
  • Take responsibility for managing bookings for Tramper hire, provide training to Tramper users and complete necessary paperwork associated with this.

This is an annualised hours contract, working an average of 2.5 days / 18.5 hours per week. The working pattern for this role currently includes every weekend.

About us

Whinlatter Forest, situated to the northwest of Keswick in the Lake District National Park, is one of the most visited outdoor attractions in the Lake District, with approximately 225,000 visitors per year.  Whinlatter is England’s only mountain forest, with strengths in wildlife and adventure. Our offer focuses on cycling, walking, running and orienteering trails to enjoy landscape, wildlife and adventure.

Whinlatter has a Go Ape high ropes course & Segway Safaris, Cyclewise bike hire and retail facility and shop are also on site. Our on site alpacas provide a unique experience for many of our visitors.

The Red and Blue mountain bike trails and numerous waymarked walking trails giving access to the higher fells make up most of the managed infrastructure on site. There is a developing running offer at Whinlatter with waymarked trails varying in distance from 2km to 10km and half marathon.

Whinlatter is a family destination with the Wildplay Trail, Gruffalo Orienteering and other seasonal family activities take place as well as Christmas Tree sales. It is an Active Forest site with an Active Forests Coordinator developing events and activities programme within the forest to increase physical activity levels in nearby communities.

In 2023 opened our new WOW Trail; a new accessible trail and viewpoint providing a spectacular vista of the Lake District World Heritage Site. Trail interpretation will tell the story of Forestry England and the work that we do as well as providing opportunities to observe woodland wildlife and experience forest bathing.

Recreation operations also include supporting the land management team with the management of outlying woodlands across North & West Cumbria which hosts formal recreation provision at Dodd wood and Ennerdale, as well as informal recreation activity in the other Western Valleys. We work closely with partners in these areas, including the Lake District National Park Authority and the National Trust.

To apply for this job please visit