Customer Service Team Lead

Job Description

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.
Within the Contact Centre our Customer Services team provide the first point of contact for enquiries within visitor experience and retail, both in-store and online. As Customer Services Team Lead you will be responsible for the smooth, efficient and safe running of this Team.
You'll lead the team in ensuring that customer and visitor experience from first point of contact to the last exceeds expectations and encourages repeat visits. You'll support case volume, reporting and record maintenance and ensuring core KPIs are met. The role will support internal staff engagement programmes and will deputise for senior management where appropriate.
Your Role Accountabilities...
• 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 & Experiences...
• 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 pattern:
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.
#T&R
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.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-wpnp3n-216-73-216-42-42 in your application.