Christmas Grotto Head Elf

Zoological Society of London (ZSL); Greater London; On-site; GBP 2,617,000 - 3,720,000; Part time

Benefits offered by this job

Pension

Flexible hours

Annual leave

Family-friendly policies

Life assurance

Employee assistance

Equality networks

Zoo tickets

Cycle2Work

Job summary

ZSL London Zoo is seeking a Head Elf to lead a team of Christmas Elves during the Magic of Christmas. Based mainly in Santa’s Grotto, you will manage operations, supervise staff, and ensure every guest experiences a warm, magical visit with Father Christmas.

You will coordinate day-to-day grotto activities, handle guest enquiries, and adapt schedules to running events. The role requires strong customer service, leadership, and a love of Christmas, with pre-employment checks and visa status

Qualifications

• Proven track record of delivering high-quality customer service.
• Experience leading teams in fast-paced environments, preferably live events.
• Ability to engage with visitors and manage expectations face-to-face.
• Experience coordinating event operations and schedules.
• Willingness to work outdoors in all weather conditions during festive season.
• Background in theatre/performing arts is a plus.

Responsibilities

• Lead and supervise a team of Christmas Elves to deliver exceptional customer service and festive cheer.
• Oversee the Grotto daily schedule and visitor flow to keep events on time.
• Resolve guest queries promptly and act as main contact for inquiries.
• Help deliver a magical, immersive experience across the zoo during the festive period.

Skills

Customer service

Team leadership

Public engagement

Event operations

Scheduling

Outdoor work

Job description

As Head Elf, you'll bring the magic of Christmas to life at ZSL London Zoo's Magic of Christmas event. Based primarily in Santa's Grotto, you'll lead a team of dedicated Christmas Elves, ensuring every guest enjoys a warm, welcoming, and memorable visit with Father Christmas.

You'll oversee the day-to-day operation of the Grotto, coordinating schedules, managing visitor flow, and ensuring activities run smoothly, on time, and without disruption. Acting as the main point of contact for guest enquiries, you'll confidently resolve issues and help maintain an exceptional visitor experience.

This role is all about spreading festive cheer and creating a fun, immersive atmosphere for children and families. Through strong leadership, enthusiasm, and excellent customer service, you'll play a key role in delivering the magic of Christmas across the zoo. A love of Christmas and Santa is essential!

This role is offered on an 8-week fixed-term contract. Working hours will average 12-18 hours per week initially, increasing to approximately 30 hours per week during the final two weeks, when the Grotto operates daily. As our zoos are open seven days a week, your schedule will follow a rota, which includes weekends and bank holidays. We aim to balance business needs with personal flexibility, so you’ll have advance notice of your shifts to help plan your time.

Key responsibilities:

• Bring the Magic to Life: Play a Christmas Elf at London Zoo, primarily based in Santa’s Grotto but also supporting across other festive event locations. As an Elf, you’ll ensure every visitor, big and small, has a truly magical experience.
• Lead and Supervise: Oversee a team of Christmas Elves, guiding them to deliver exceptional customer service and festive cheer throughout the event.
• Resolve Guest Queries: Take the lead in handling guest queries within the Grotto, ensuring any issues are resolved quickly and effectively.
• Keep the Magic on Schedule: Manage the Grotto’s daily schedule, ensuring everything runs smoothly, on time, and without delays

About You:

• A proven track record of delivering outstanding customer service, ensuring every visitor has a memorable experience.
• Experience of working with children or young people in either formal or informal settings, with the ability to create a fun and supportive atmosphere.
• Confident and comfortable engaging with the public in a busy, face-to-face environment.
• Previous experience of supporting and supervising a team.
• Enjoys working outdoors and is happy to do so in all weather conditions throughout the festive season.
• Flexible and adaptable in a fast-paced, ever-changing environment, with the judgement to know when to seek support from management.
• Experience or a background in theatre, acting or performance, with a passion for bringing stories and characters to life.

This role is subject to standard pre-employment checks, including confirmation of your right to work in the UK. Visa sponsorship is not available for this position.

ZSL recognises that conservation is one of the least diverse sectors, and we actively encourage applications from candidates who identify as part of underrepresented communities. We are committed to building a supportive and inclusive workplace where everyone can thrive and celebrate the value of having a team of employees with diverse skills, experiences, and heritage.

About Us:

We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.

What We Offer?

Alongside the opportunity to do purpose-driven work that helps create a world where wildlife thrives, you'll enjoy a range of benefits, including:

• Up to 12% contributory pension
• Flexible working options
• 25 days' annual leave plus UK bank holidays, increasing with service
• Enhanced family-friendly policies
• Life assurance from day one (for eligible employees)
• 24/7 Employee Assistance Programme and wellbeing support
• Access to our staff Equality Networks
• Complimentary London Zoo and Whipsnade Zoo tickets, plus retail discounts
• Cycle2Work scheme and interest-free season ticket loans (for eligible London-based employees)

You can find the full details of our benefits in the attached Benefits Guide.

We anonymise applications until interview stage to ensure a fair hiring process. It’s important to highlight your unique skills, experience, and knowledge. Over reliance on AI-generated content may miss key criteria outlined in the job description and reduce the effectiveness of your application.