At a Glance
- Tasks: Lead a team of Ushers and volunteers to create an unforgettable visitor experience.
- Company: Join the iconic Royal Ballet and Opera, a cultural gem in Covent Garden.
- Benefits: Earn £16.55 per hour with flexible shifts and a vibrant work environment.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Be part of a world-class arts organisation and inspire others with exceptional service.
- Qualifications: Experience in customer service management and excellent communication skills required.
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. 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
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.
Responsibilities
- Supervise and lead a team of Ushers and volunteers for each shift.
- Provide guidance and development to team members and ensure high standards of customer service.
- Lead a designated area of responsibility and support the Front of House Manager for the main auditorium.
- Take ownership of events in other Royal Opera House spaces as required.
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).
Equality, Diversity and 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.
Application
Click here for more information and to apply
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.
Job details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industries: Performing Arts
Visitor Experience Team Leader in City of London employer: ROYAL BALLET AND OPERA
The Royal Ballet and Opera is an exceptional employer, offering a vibrant work culture steeped in the rich heritage of Covent Garden, London. With a commitment to diversity and inclusion, employees benefit from ongoing development opportunities while contributing to world-class performances that engage over a million visitors annually. Join us to lead a passionate team dedicated to delivering unforgettable experiences in the heart of British cultural life.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Team Leader in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ROYAL BALLET AND OPERA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ROYAL BALLET AND OPERA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Visitor Experience Team Leader in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ROYAL BALLET AND OPERA:Your cover letter is your chance to shine! Tell us why you want to work at ROYAL BALLET AND OPERA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ROYAL BALLET AND OPERA!
How to prepare for a job interview at ROYAL BALLET AND OPERA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
