Job Description

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).

Key Responsibilities for SKATE Ice Supervisors:

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.

Safety and Security

Ensure that SKATE at Somerset House is safe and secure for our visitors and staff, particularly on the ice and during skate hire. Maintain a good and up to date knowledge of Somerset House fire, safety and evacuation procedures and support the evacuation of the ice rink in the event of an emergency. Work in conjunction with the SKATE Security Team to ensure the safety of all our visitors both on and off the ice. Anticipate and resolve safety issues that may affect a visitor before they arise and report any issues to the Duty Manager. Report all incidents and accidents on site to the Duty Manager. Liaise with the Ice Medic to ensure all incidents and accidents on the ice are dealt with effectively and safely. Liaise with the Security Supervisor on access into the site, should ambulances need to arrive for medical assistance. Be vigilant around the site identifying potential safety and security issues and alerting the Duty Manager. Liaise with the Ice Technician in matters relating to ice maintenance, ensuring support from the Ice Marshals as required. Support the SKATE Duty Manager to ensure that the rink runs to schedule and is adequately staffed.

Presentation

Ensure your areas of work are well maintained and well presented. Ensure the team of Ice Marshals are well presented whilst on duty. Make certain your personal presentation meets the standards as laid out by the Duty Manager. You may be required to wear event-branded attire to support the vision of the cultural programme.

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.

Benefits of role

Mental Health & Wellbeing

Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed

Pension

5% employer pension contributions as long as criteria is met

Discounts, offers and free stuff!

Enjoy spending time on the rink with 2 complimentary tickets to the iconic SKATE at Somerset House.

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 avoiddiscriminationin 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.

Somerset House Trust operates a hybrid working model which does not allow employees from working outside the United Kingdom