DESCRIPTION

The Visitor Experience team works across the cultural programme at Somerset House including commercial and live events, exhibitions, performance, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.
Somerset House Trust is seeking Ice Supervisors to join the Visitor Experience Team with specific responsibility for the team of Ice Marshals during SKATE - hailed as one of the capital’s favourite winter experiences at Somerset House.
The role requires you to have experience of managing at team based on an ice rink. You will expect the highest of standards from your team and will be an accomplished ice skater.
You will have experience in customer complaint handling, dealing with staff performance issues on and off the ice. You will supervise a team in a fast-paced environment on the ice and in skate hire.
You will expect the highest of standards from your team and you must be an experienced and confident practising ice skater. Each applicant will be required to complete a Skate test as part of the recruitment process to ensure that you meet the required standards of skating ability.
Please note in order to be successful in this role you must provide your own ice skates. NB: Speed skates are not permitted.
Contract Type: Fixed-term Casual Worker, 27.10.25 – 16.01.26 (except for Christmas Day).
Working hours: Hours of work are variable to support the operational delivery of SKATE. Shifts will be rostered between the hours of 7:30-23:30 and will be allocated dependent on final rostering requirements. Examples of shift types are: 7:45-15:30, 8:45-15:30, 9:15-15:30, 10:15-15:30, 15:00-22:15 and 15:00-23:15.
Successful applicants will also need to attend compulsory training sessions on 3 November (10:00-18:00), 4 November (10:00-18:00), as well as on 5 November (16:00-22:00).

WELCOME AND KNOWLEDGE

• Provide a warm and friendly welcome to all our visitors during the SKATE season.
• Proactively seek out opportunities to talk and engage with visitors, sharing your own sense of enthusiasm, passion and fun with our visitors.
• Share your knowledge about Somerset House, its programme and history, providing an enjoyable experience for all our visitors.
• Strive to make the visitor experience world class.
• Manage the team of Ice Marshals, ensuring the highest of standards of professionalism at all times.
• Ensure excellent customer care and assistance is consistently provided on and off the ice and recommending changes or improvements to the Duty Manager(s) as required.
• Strive to resolve issues quickly before they escalate, using a range of communication styles to suit our different visitors. Assist visitors with disabilities to support their access needs.
• Share knowledge with colleagues and teach new members of the team procedures, expectations and best practice.
• Any other duties consistent with the role and as requested by members of the SKATE or Visitor Experience Management teams.

SKILLS, KNOWLEDGE AND EXPERTISE FOR SKATE ICE SUPERVISORS:

• Applicants must be a highly experience and confident skaters with minimum 2 years’ experience.
• Experience leading a team to deliver an outstanding visitor experience.
• Experience in staff supervision/management in a customer facing environment e.g., at an ice rink or sports centre.
• Excellent proven customer service skills.
• Highly motivated with the ability to work both using your own initiative and as a team player.
• Strong organisational, time management and prioritisation abilities, working effectively under pressure, with the flexibility to adapt quickly to remands.
• Can stay calm under pressure and solve problems quickly and efficiently.
• Have experience working as part of a team in a supportive and cooperative manner.
• Be available to work flexibly including working in the evenings and at weekends.
• Desirable - First aid qualified.
• You must provide your own skates. NB: Speed skates are not permitted.

ABOUT SOMERSET HOUSE TRUST

Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.
Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all, and we value everyone’s unique skills. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity, and inclusion in our workplace. We are committed to equal opportunity and encourage applications from all qualified individuals. We do not discriminate on the basis of age, disability, gender identity, race, religion, sexual orientation, or socioeconomic background.
Where candidates are equally qualified, we will seek to prioritise diversity to help us increase representation across the creative economy and the Trust.
We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process. This reinforces our commitment to focusing on the skills and qualifications of all applications from the start.
We’re committed to creating an inclusive recruitment process. Please let us know if there’s anything we can do to help you perform at your best. We’re open to adjusting our process to accommodate your needs please email people.team@somersethouse.org.uk.
The Trust reserves the right to close a job before its application deadline.
Please only apply if you have the right to work in the UK; the Trust cannot currently offer sponsorships.

Please refer the Job description for details