Engagement Team Leader

Purpose of the role

At ZSL, we’re on an ambitious journey guided by our ZSL 200 strategy, a bold, future-focused plan launched to mark our 200th anniversary. This milestone celebrates two centuries of science-driven conservation, and sets the course for the next era of restoring wildlife and inspiring change. We’re looking for a passionate, people-focused Team Leader to help bring this vision to life and drive lasting impact for wildlife and people alike.

In this high-impact role, you’ll take ownership of the live visitor journey, from the first welcome to the final farewell, ensuring every guest leaves with a deeper connection to nature and a greater passion for protecting it. Your leadership will help deliver unforgettable experiences that inspire action for wildlife.

This role follows a work pattern from Tuesday to Saturday each week.

Key Responsibilities: 

• Programme Delivery and Content Creation: Collaborate with the Visitor Engagement Manager to design and deliver a vibrant daily programme of animal talks, interactive events, and seasonal experiences.
• Team Leadership and Motivation: Lead, manage, and motivate a dynamic team of Engagement Officers, seasonal staff, and Visitor Welcome Volunteers. Fostering a positive and supportive team culture focused on collaboration, enthusiasm, and delivering an exceptional visitor experience.
• Quality, Safety, and Service Excellence: Maintain high standards of visitor safety and service by ensuring team members follow ZSL protocols and operational procedures.
• Mission-Driven Visitor Engagement: Champion ZSL’s vision to restore wildlife by ensuring each visitor interaction reflects our commitment to conservation and sustainability. Contributing to a visitor journey that is memorable, mission-led, and encourages a deeper connection with nature.

About You

• Enthusiastic about wildlife conservation, education, and the role of zoos in inspiring action.
• Proven experience delivering engaging presentations to large, diverse audiences. 
• Confident in managing teams of staff and volunteers in a fast-paced, visitor-focused environment.
• Strong background in working with children and young people in both formal and informal settings.
• Demonstrated commitment to delivering outstanding customer service and visitor engagement.
• Skilled in translating complex conservation and science topics into accessible, engaging content.
• Strong interpersonal and communication skills, with the ability to build positive relationships across teams.

An enhanced DBS is required for this position. This role is subject to standard pre-employment checks, including the candidate's right to work in the UK. 

We strongly encourage applications from all backgrounds and celebrate the value of having a team of employees with diverse skills, experiences, and heritage. We are committed to ensuring our teams can bring their authentic selves to work without fear of discrimination. ZSL has active equality networks for our staff with lived experience and those who provide active allyship in Race and Culture, Team Pride, Disability Network, and Menopause Network, complemented by our strategic EDI Steering Group.