Customer Service Assistant Manager

Your New Role

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 provides the first point of contact for enquiries within visitor experience and retail, both in store and online. As Customer Services Assistant Manager you will lead the team and manage all aspects of the customer feedback programme across all UK Tour & Retail locations, ensuring the highest level of service to drive forward visitor excellence and constantly exceed expectations.

You'll analyse and benchmark performance for the Customer Service and wider Tours & Retail teams, managing and motivating the teams to deliver first rate service through staff incentive and engagement programmes. You will support the senior management team, stepping up as necessary and will work with key commercial partners, stakeholders and support teams to inform and support the wider Visitor Experience strategy.

Your Role Accountabilities

• Lead and develop the Customer Services Team to deliver a consistently high quality visitor experience
• Ensure effective resourcing across Customer and Visitor Services, supporting wider Contact Centre operations including weekends
• Analyse and communicate visitor feedback and performance KPIs to senior stakeholders and commercial partners
• Drive service excellence through engagement initiatives, incentive schemes, and Mystery Shop performance
• Identify and implement operational improvements across Tour & Retail, championing the visitor journey and experience recovery strategy
• Promote a strong health & safety culture, managing escalations, incident follow up, and undertake Duty Manager responsibilities
• Build team capability through coaching, training, and collaboration with L&D, while advancing inclusion, accessibility, and CRM/operational resilience

Qualifications & Experience

• Proven track record at a management level within a customer services or equivalent environment ideally within Visitor Attractions or Retail
• Excellent written and verbal communication skills
• Proven people management skills
• Working as part of a team and flexible approach
• Well organised and focused, able to prioritise workload and manage change
• IT literate and good knowledge of reservations/ticketing systems/Customer Relationship Systems
• Understanding of Health & Safety regulations
• Administration qualifications would be an advantage

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. 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.

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.