Visitor Experience Team Leader

Royal Academy Of Dance; City of Westminster; On-site; GBP 60,000 - 80,000; Part time

Job summary

A prominent cultural organization in Covent Garden is seeking a Team Leader to supervise Ushers and volunteers. This role emphasizes exceptional customer service and team support, requiring strong leadership and communication skills. Ideal candidates will have previous management experience in customer service and the ability to create an inclusive experience for all visitors. Competitive hourly wage and a minimum of 12 hours per week, with a focus on mentoring a diverse team.

Qualifications

• Previous experience of managing or supervising a customer service team.
• Proven ability to inspire and motivate.
• Excellent verbal and written communication skills.

Responsibilities

• Lead a team of Ushers and volunteers for each shift.
• Support the Front of House Manager by leading a designated area.
• Take ownership of events in other RBO spaces.

Skills

Customer service management

Team leadership

Excellent communication skills

Numeracy and cash handling

Problem-solving skills

Tools

Microsoft Excel

Job description

Overview

Permanent position • £16.55 per hour • Contracted 12 hours (minimum 3 x 4-hour shifts) per week • Based in: Covent Garden, London

The Royal Ballet and Opera continues to lead the way in opera, ballet, music and dance both live on stage and through multiple digital platforms, from live streaming to worldwide cinema screenings. Our Covent Garden theatre has been at the heart of London and British cultural life for three centuries. We are home to two world-class Companies: The Royal Ballet and The Royal Opera.

We welcome audiences to ballet and opera performances and events in excess of 1 million per year. The Visitor Experience team ensures that everyone visiting and interacting with the organisation is warmly welcomed and receives the best possible service.

Role Overview

We are seeking to recruit an experienced Team Leader who will supervise and lead a team of Ushers and volunteers for each shift ensuring the team are fully supported in their roles. They will role model exceptional customer service and ensure the team provides an excellent visitor experience to all who walk through our doors. The Team Leader will support the Front of House Manager for the main auditorium by leading a designated area of responsibility and also take ownership of events in some of the other RBO spaces.

This role will suit an individual who is proactive, has an excellent grounding in customer service and the desire to mentor and support a diverse team. Our ideal candidate will have:

Responsibilities

• Lead a team of Ushers and volunteers for each shift; ensure the team is fully supported in their roles and role model exceptional customer service.
• Support the Front of House Manager for the main auditorium by leading a designated area of responsibility.
• Take ownership of events in some of the other RBO spaces.

Qualifications

• Previous experience of managing or supervising a customer service team, in a similar environment, with a proven ability to inspire and motivate. (Relevant work experience with transferable skills will be considered)
• Proven experience of delivering an inclusive, excellent and adaptable customer service to colleagues and visitors.
• Excellent communication skills, written and verbal, with the ability to clearly communicate with people at all levels, such as staff briefings.
• Excellent numeracy, stock management, reconciliation and cash handling skills.
• Excellent problem-solving skills resulting in a positive outcome.
• Proven administration skills including the use of Microsoft Office (specifically Excel).

Diversity & Inclusion

The Royal Ballet and Opera is committed to creating a diverse and inclusive environment in which everyone can thrive. We particularly welcome applications from those who are from a global majority background and/or those who are disabled, as they are under-represented within our organisation. As a Disability Confident Employer, we guarantee to interview all disabled applicants who meet the essential minimum criteria for our vacancies.

How to Apply

Click here for more information and to apply

Application Details

Closing date for applications: 8am, Friday 3rd October 2025.

Interviews will be held w/c 13th October 2025.

Applicants must have work authorisation for the UK. No agencies please.