Engagement Team Leader

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.

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. Contributig to a visitor journey that is memorable, mission-led, and encourages a deeper connection with nature.

• 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.

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.  

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 do we offer?  

At ZSL, we are proud of our approach to employee benefits. Our benefits include: 

• Our vision and purpose - you’ll work alongside colleagues who are passionate about science-led conservation, knowing that you will help us to inspire, inform and empower people to stop wildlife going extinct  
• 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  Wellbeing – access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme  
• Life assurance – eligible employees will be enrolled in ZSL’s life assurance scheme from their first day 
• Complimentary tickets – annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops  
• Cycle2Work - our cycle to work scheme enables you to lease a bicycle  
• Season ticket loan - we offer an interest free loan for eligibly London-based employees to buy a season ticket for travel between home and work 
• Family friendly policies – we offer enhanced maternity, paternity, and adoption packages