Customer Service Team Lead

Customer Services Team Lead - Warner Bros. Studio Tour London

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.

As Customer Services Team Lead you will lead the Customer Services team, the first point of contact for enquiries within visitor experience and retail, both in store and online. You will be responsible for the smooth, efficient and safe running of the team, ensuring that customer and visitor experience from first contact to the last exceeds expectations and encourages repeat visits.

Key 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 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 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.

Essential Skills Required

• 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 confidence 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 full time role (40 hours a week) requires working shifts across a seven day rota. Regular weekend and evening work is required, as well as bank, school holidays and late evenings in rotation with other team members. The role is fully onsite and may be subject to reasonable notice changes in working agreement.

Inclusion and Equal Opportunity

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. We are an equal opportunity employer and 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 the accessibility page for instructions to submit your request.