Festival City Ambassador Team Leader

Festival City Ambassador Team Leader
Location: Edinburgh City Centre
Rate of Pay: £18.34 per hour
Hours of Work: Full-time, including evenings and weekends as required during the festival season
Duration: 3 months
Start Date: ASAP
The Festival City Ambassador Team Leader will:

• Lead, motivate and support a team of Festival City Ambassadors, delivering daily briefings and ensuring excellent customer service.
• Welcome and engage with residents, businesses, visitors, artists and performers, creating a friendly and inclusive festival experience.
• Provide information on festivals, venues, transport, attractions and public facilities.
• Patrol the city centre, identifying and reporting issues through the appropriate channels.
• Handle complex enquiries, complaints and incidents escalated by the Ambassador team.
• Record interactions, incidents and visitor feedback, producing reports for senior officers where required.
• Work closely with Council teams, Police Scotland and other key stakeholders to ensure a coordinated approach throughout the festival season.
• Promote the city's values of respect, flexibility and integrity in all interactions.
• Ensure all working practices comply with Council policies, health and safety procedures, risk assessments and GDPR requirements.
• Support promotional and social media activities where appropriate.

• Previous experience leading a customer-facing team.
• Excellent communication and interpersonal skills.
• A confident, approachable and professional manner.
• Good IT skills, including Microsoft Office, Outlook and web-based systems.
• Strong knowledge of Edinburgh and enthusiasm for its festivals and culture.
• The ability to remain calm under pressure and confidently resolve complaints.
• A proactive, organised and adaptable approach to work.
• An understanding of GDPR and handling confidential information.