Team Leader – Events Operations National Theatre 40 hours per week Reports to Events Operations Manager and Head of Events Operations £ 32,450 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 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 in our events spaces, 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’s to 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 and guests of the NT. As a team leader you will support the management team to run the daily operations and take over small events and internal meetings. 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. Your main working location will be within the events spaces; however you will support other departments such as The Understudy, Summer Activation, Restaurants & Bars as needed. Roles & Responsibility Organizing the setting up and packing down a range of events according to the function sheet across the theatre building on Southbank and occasional offsite venues Briefing and directing a team of CSA staff in ensuring standards are being maintained in a range of roles including: Bartending Waiting Meet and greet Cloakroom Ensuring CSA staff are working in accordance with Food Safety Standards Allergen Policies and Health and safety in the workplace Independently delivering drop-off style events across the building Maintaining equipment standards by ensuring all storage spaces are kept organized and any faults are reported immediately Possessing excellent knowledge of the current menu and bar products with the ability to advise guests on products. Ensuring CSA team are up to date with menu specifications for each event Able to deliver events according to function sheets with management support Act as first point of contact with clients to ensure a professional and efficient service High level of professionalism when interacting with VIP guests Ensuring all checklists are completed to a high standard by CSAs Attending training sessions when required Working with management to train and develop CSA team Maintaining a friendly and professional approach to all guests of the NT Being punctual, presentable and in correct uniform for work To undertake any other duties that are reasonably required by management Contributing to the National Theatre’s target to achieve Net Zero as an organization by 2030 Working in accordance with the National Theatre’s values by making a positive impact, bringing your passion, collaborating to create, empowering each other and acting with confidence Supervising a team, creating a positive environment where the team feel welcomed and supported • Dealing with customer feedback and queries Working with different NT Food & Drinks outlets when needed Complying with Food Handling, Hygiene standards and H&S regulations Managing the till and stock Personal specification Experience working in a similar role in a high-volume venue Previous experience leading frontline teams within a similar environment Previous experience within the Events operations industry Knowledge of standard setups Basic knowledge of wines, spirits and cocktails Good communication skills with a focus on great Customer Service Team player and can-do attitude Flexible – you will be required to work evenings, weekends, and bank holidays Ability to work under pressure whilst maintaining a positive attitude Benefits Access to ongoing training and development opportunities through GROW program Free staff meals when on shift Access to the Green Room, NT’s own private staff bar Perks at Work – savings and discounts for everyday shopping and experiences 24/7 Employee Assistance Program Long Service Rewards and recognition 15% off all outlets with the National Theatre, with a 25% discount in the Bookshop Kerb Card - 20% discount on drinks and 50% discount on food at Seven Dials Market Complimentary tickets to shows at the National Theatre (subject to availability) O2 – last minute ticket offers for O2s show in our VIP box (subject to availability.) Onsite parking – parking is available at a discounted rate of £4 per day, free for motorcycle users