The Contact Centre at Warner Bros. Studio Tour London delivers world‑class visitor engagement, ensuring that our visitor experience across tours and retail, from the first contact point to the last, exceeds expectations and encourages repeat visits.
Responsibilities
- Lead the team through example, ensuring operational readiness and adherence to highest standards of customer service. Motivate and lead, projecting positive attitudes.
- Work closely with Visitor Experience management team to develop and implement operational procedures to enhance visitor and customer experience.
- Coach, develop and manage team, deliver training and onboarding as appropriate.
- Support monitoring and reporting on visitor and customer feedback, including online reviews and feedback forums.
- Operate and support internal staff engagement initiatives and activities in line with core company principles.
- Champion the visitor, ensuring that the team consistently delivers levels of excellence in customer service, from the first contact point to the last, exciting visitors, exceeding their expectations, and encouraging repeat visits.
- Provide support across the wider Contact Centre, working closely with the Visitor Services Team Leads to ensure consistent service delivery, including weekend coverage as required.
Qualifications
- Proven track record working in a customer services or equivalent environment (2+ years) ideally within Visitor Attractions or Retail.
- Previous experience using a CRM or inventory management system.
- Previous supervisory experience.
- Strong attention to detail.
- Advanced verbal communication skills.
- Excellent written communication skills.
- Patient and approachable with the ability to manage a team with diverse skills and experience.
- Proven track record in problem solving and confident in making decisions.
- IT skills with a sound knowledge of Microsoft Office.
- Demonstrable track record of working to own initiative to test and review new ideas.
- Awareness of health and safety regulations.
Working Hours and Location
This role is full time (40 hours a week), working shifts. Due to the varied nature of a visitor attraction, regular weekend and evening work will be required, across a seven‑day rota. Because we never stand still, a high level of flexibility is required to suit the needs of the business. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members.
Onsite Working – This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.
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