Visitor Experience Team Leader

Royal Collection Trust; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent cultural institution is seeking enthusiastic Team Leaders for various departments, including Ticket and Sales, Retail, and Visitor Services. The roles involve leading teams to deliver exceptional service to visitors, overseeing daily operations, and ensuring the highest standards in customer experience. Candidates should have supervisory experience and excel in teamwork and communication. The position offers an hourly rate of £15.91, complimentary lunch, training, and additional benefits like discounts at shops.

Benefits

Hourly rate of £15.91

Complimentary lunch during shift

Full training provided

Discount at Royal Collection Trust shops

Complimentary tickets to Royal Collection Trust sites

Qualifications

• Experience working in a supervisory capacity.
• Passionate about delivering outstanding customer service.
• Ability to thrive in team-oriented environments.

Responsibilities

• Lead and support a team in delivering an exceptional ticket sales service.
• Oversee daily operations of retail outlets and ensure sales targets are met.
• Manage daily operations of visitor services and uphold highest standards.

Skills

Customer service skills

Team leadership

Effective communication

Job description

About the role

Every summer Buckingham Palace opens its doors to the public from July to early October, offering a unique opportunity for visitors from around the world to experience this iconic Royal residence.

By joining our team, you will help to create memorable moments for thousands of visitors. We have three roles available, each will allow you to showcase your customer service skills, while enjoying a rewarding summer job that directly supports Royal Collection Trust's charitable objectives.

Ticket and Sales Team Leader

You’ll lead a team who are the first point of contact for visitors, ensuring the delivery of an exceptional ticket sales and information service via our in‑person counters and central contact centre.

Key responsibilities:

• Lead and support a team of Ticketing Sales and Information Assistants, ensuring they have everything they need to maintain service excellence and meet sales targets.
• Oversee the accurate processing of ticket sales via phone, online, and onsite channels, monitoring performance and acting as a point of escalation.
• Ensure your team is well‑trained and equipped to handle visitor queries and maximise gift aid opportunities.

Retail Team Leader

You’ll oversee the daily operations of our retail outlets, supporting the team to meet sales targets and deliver a seamless shopping experience for thousands of customers.

Key responsibilities:

• Lead and motivate a team of Retail Assistants, ensuring they meet sales targets and provide top‑tier customer service.
• Oversee stock control and visual merchandising, maintaining the high standards expected in all retail areas.
• Participate in and deliver training sessions, offering continuous coaching to team members.

Visitor Services Team Leader

Leading our team of Visitor Services Assistants (Wardens), you’ll ensure every visitor has an exceptional experience from the first hello to final farewell and everything in between.

Key responsibilities:

• Manage daily operations, assist with special events, and ensure the highest standards of visitor care are upheld.
• Take charge of daily briefings and operational oversight, ensuring the smooth flow of the visitor route as well as the safety and security of visitors and the site.
• Act as an escalation point for visitor concerns or issues.

About you

Essential Criteria for all roles: We are looking for individuals who are passionate about delivering outstanding customer service, thrive in team‑oriented environments, and excel in clear and effective communication. All of our roles require experience working in a supervisory capacity.

For a detailed list of the specific skills required for each position, please refer to the Candidate Information Pack attached to this advert.

Benefits

What we offer in return:

• An hourly rate of £15.91 per hour
• Complimentary lunch during your shift
• Full training provided ahead of the public opening, integrated into your contract period
• The opportunity to join a large, friendly, and sociable team
• Benefits including complimentary tickets to Royal Collection Trust sites and a 20% discount at Royal Collection Trust shops.

Further information

Find out more in our candidate information pack attached to this advert or on our website.

Vacancy Closing Date

25/01/2026, 23:55.