Team Leader | The Understudy - National Theatre

Levy; Greater London; On-site; GBP 28,000 - 34,000; Full time

Job summary

National Theatre Food & Drink is seeking a Team Leader – Understudy to oversee front-of-house operations in a busy, world-class hospitality environment at the National Theatre. You will lead Customer Service Advisors, maintain service standards, and coordinate daily operations for the Understudy venues.

Working within a high-profile venue, you will drive guest experience, supervise delivery of services, and support related departments to ensure seamless events and public-facing hospitality.

Qualifications

• Experience leading hospitality teams in a busy venue.
• Ability to coordinate operations across front-of-house teams.
• Strong customer service focus with leadership presence.

Responsibilities

• Drive World Class Hospitality at the National Theatre in an operations-based role.
• Lead and develop Customer Service Advisors to maintain high standards.
• Oversee stock orders, deliveries, and end-of-period stock checks.
• Provide visible front-of-house leadership and support other departments as needed.

Skills

Team leadership

Customer service

Operations coordination

Front of house

Job description

Team Leader – Understudy at National Theatre Food & Drink

40 hours per week – Full Time Contract

Reports to Duty Manager of The Understudy

£30,882 per annum

Overview

NT Food & Drink is a unique partnership between the NT, Levy UK&I and KERB Events. Together we are creating a world class hospitality destination embedded within the heart of the National Theatre’s (NT) operations, ensuring all public facing venues, as well as internal hospitality and commercial events, support the NT’s overall vision, values, and culture. The venue is made-up of three iconic theatres, housed in a brutalist architectural masterpiece, prominently poised on the banks of the River Thames, on the South Bank.

The Understudy department consists of the Understudy Pub, Kerb@Understudy Street Food Counter and Green Room Pub.

The Role

As a Team Leader, you will use your skills to maintain a high standard of quality work. This role is a floor-based role and you’ll be responsible for overseeing the delivery of operations, and the first point of contact for Customer Service Advisors (CSA) if they need assistance, as well as the wider building operations setup. You will manage CSA’sto provide highly visible leadership front of house, greeting and engaging with customers. You will lead, supervise, motivate and support to coordinate CSA’s, ensuring delivery of a world class hospitality experience to all patrons of the NT.

In return, you will have the chance to progress your career with a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate.

The home will be the Understudy, however you will support other departments such as Events, Theatre Bars & Cafes, Summer Activation and Blue Room as needed.

Roles & Responsibility

• Drive World Class Hospitality at the National Theatre in an operations-based role
• Drive drinks and food standards in our department ensuring teams are trained, informed and maintain high standards
• Placing orders for stock to maintain the correct stock levels and performing end of period stock counts
• Ensuring all deliveries are checked and stored promptly and correctly