Visitor Services Host - Retail, Admissions and Zoo Town

Working at London Zoo is a truly unique opportunity where no two days are the same, and where your work directly helps support wildlife conservation. Our Visitor Services hosts play a key role in creating unforgettable moments for visitors by delivering outstanding customer service and enhancing their overall experience. You’ll gain wide‑range, hands‑on experience across the Zoo, working in a diverse set of fast‑paced visitor‑facing environments including Admissions – Main entrance gate, Car Park, Membership, and the Exit. Retail in the Gift shop and all pop‑up shops such as penguin beach and complete the penguin feed, as well as support with shop recovery, replenishment and delivery. Zoo Town – support with scanning tickets, facilitating play during a session, maintaining great cleanliness levels and help with recovering the play areas.

You could start your day scanning tickets at the main gate, support with the penguin feed at lunch time, helping with a 45‑minute play session in Zoo Town for the afternoon, and then helping with the shop delivery in the evening. This role is offered on a fixed‑term contract from March to September 2026. As our zoos are open seven days a week, you will work on a rota basis that includes weekends and bank holidays. We aim to balance operational needs with personal flexibility, so you’ll receive advance notice of your shifts to help you plan your time. You will also need to be available to work on Friday evenings between 5pm and 11pm during June and July to support our popular Zoo Nights events, including assisting at the marshmallow fire pits. The working day typically starts at 8.30am, with the latest standard finish being 9pm outside of Zoo Nights. Shift lengths vary, ranging from 6‑hour shifts to 7.5‑hour shifts.

Key Responsibilities

• Product & Zoo Knowledge: Develop and maintain an up‑to‑date understanding of all retail products, promotions, and zoo activities and be prepared to share this with our visitors.
• Customer Service Excellence: Deliver excellent customer service by warmly welcoming visitors, confidently answering questions, and promoting and selling admission tickets, car parking, group bookings, promotions, memberships, and experience products to help create a memorable visit.
• Product Management: Maintain product levels across all areas by replenishing locations, processing deliveries, and communicating stock problems.
• Department Targets: Play an active role in ensuring departmental sales targets are consistently met.
• Flexible Support: Provide flexible support by assisting with and operating across all areas that the Visitor Service team covers, including occasional pop‑up shops outside London Zoo.

About You

• Consistently demonstrates a positive, enthusiastic, and energetic approach to work.
• Communicates effectively with both visitors and colleagues.
• Applies cash‑handling procedures accurately and responsibly.
• Shows genuine interest in and support for animal conservation.
• Comfortable working outdoors for extended periods in all weather conditions.

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 under‑represented 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

• Purpose driven work – join an organisation where every role contributes to creating a world where wildlife thrives.
• Pension scheme – we offer a generous pension scheme with up to 12% contributory pension.
• Flexible working – talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you.
• Holidays – 25 days annual leave allowance, plus UK bank holidays (increasing with milestone anniversaries).
• Access to ZSL’s staff Equality Networks – Race & Culture, Team Pride, Disability, and Menopause, supporting an inclusive and welcoming workplace for those with lived experience.
• Wellbeing – access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme.