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- Tasks: Lead a passionate team to deliver exceptional customer support across various channels.
- Company: Join the vibrant Cineworld & Picturehouse family, where cinema magic happens!
- Benefits: Enjoy unlimited cinema tickets, a bonus scheme, and comprehensive healthcare benefits.
- Other info: Flexible working hours with opportunities for professional growth in a dynamic environment.
- Why this job: Be part of a close-knit team creating unforgettable experiences for movie lovers.
- Qualifications: Experience in customer service leadership and strong communication skills are essential.
The predicted salary is between 12 - 18 ÂŁ per hour.
Our Customer Care Team plays a vital role in supporting Picturehouse guests across our 26 cinemas, handling enquiries, feedback, and membership support with warmth and expertise. Based above the iconic Ritzy Picturehouse in Brixton, you’ll be part of a collaborative, close‑knit team that delivers a personalised service to every customer. As Customer Care Team Leader, you’ll ensure the smooth running of the department day‑to‑day, supporting team members, maintaining service standards, and creating an environment where great conversations and excellent service thrive. This is a hands‑on leadership role where you’ll guide the team through busy periods, problem‑solve, and champion best practice to help us keep creating the Picturehouse experience our customers love.
Location: Brixton, SW2 1JG
Working Hours: The working hours for this role are 10:00-18:00 and will include weekend working on a rota basis. This position can be either full‑time (40 hours over 5 days) or part‑time (24 hours over 3 days).
Contract: This is a 6‑month fixed term contract
Pay Rate: ÂŁ15.30 per hour
What will you be doing?
- You will lead the team in delivering friendly, efficient and personalised support across email, phone, the Accessibility Line and the Membership hotline.
- You’ll oversee daily operations, including opening and closing the department, managing break schedules, and responding to any building or operational issues.
- You will investigate complaints and escalations, liaising with cinemas and departments to reach timely and thorough resolutions.
- You’ll coach, mentor and support team members – providing feedback, sharing updates and helping everyone work toward their objectives.
- You will ensure compliance with GDPR, PCI and Health & Safety standards, while keeping internal information and reference materials accurate and up to date.
About you
You have experience either supervising or leading a team in a customer‑focused role or working within a call centre environment. You have excellent written and verbal communication skills and proficiency with administration and IT systems. You’re confident with handling a variety of complaints and adaptable and resourceful when generating solutions. You will be a great fit if our values resonate with you: We Create, We Perform, We Inspire.
Our Benefits
- Discretionary annual bonus
- Unlimited free cinema tickets for you and a guest, including complimentary popcorn and drinks every visit
- Market‑leading parental leave with up to 18 weeks’ paid leave per child for the primary carer
- Free on‑site gym access, plus discounted gym memberships and a cycle‑to‑work scheme
- Pension scheme with generous company‑matched contributions
- Early access to salary payments for greater financial flexibility
- Comprehensive healthcare benefits including 24/7 access to a Virtual GP for you and your immediate family, a healthcare cash plan, BUPA dental care, and eye care vouchers, among others.
Inclusion & Belonging
At Regal Cineworld, we believe our strength comes from our people. We are committed to fostering a workplace where everyone feels valued, respected, and able to bring their authentic selves to work. Our commitment to belonging extends across all aspects of identity, including gender, ethnicity, age, disability, sexual orientation, religion, and background. We take pride in creating an environment where differences are celebrated and everyone has equal opportunities to succeed. Our hiring process is designed to be fair and accessible, welcoming applicants from all walks of life. If you need any accommodations during the hiring process or in the workplace to support your needs, please contact the Talent team.
Customer Care Team Leader - Picturehouse in Brixton employer: Cineworld Cinemas Ltd
Contact Detail:
Cineworld Cinemas Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Leader - Picturehouse in Brixton
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Picturehouse's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of their movie magic.
✨Tip Number 2
Practice your communication skills! As a Customer Care Team Leader, you'll need to handle enquiries and complaints with warmth. Role-play common scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Show off your leadership style! Be ready to discuss how you've supported and mentored team members in the past. Share specific examples of how you’ve tackled challenges and created a positive environment for your team.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your enthusiasm for the role and keep you top of mind.
We think you need these skills to ace Customer Care Team Leader - Picturehouse in Brixton
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let your enthusiasm for customer service shine through! Share specific examples of how you've gone above and beyond to help customers in the past. We love seeing candidates who genuinely care about creating great experiences.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills that match the job description. Use keywords from the listing, like 'team leadership' and 'problem-solving', to show us you’re the perfect fit for our Customer Care Team.
Keep It Clear and Concise: We appreciate a well-structured application! Keep your writing clear and to the point. Avoid jargon and make sure your key points stand out. This helps us quickly see why you’d be a great addition to our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Cineworld Cinemas Ltd
✨Know the Picturehouse Experience
Before your interview, dive into what makes Picturehouse special. Familiarise yourself with their values: We Create, We Perform, We Inspire. Be ready to discuss how you can embody these values in your role as a Customer Care Team Leader.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or handled customer complaints. Highlight your problem-solving skills and how you’ve maintained service standards in busy environments. This will demonstrate your capability to guide the team effectively.
✨Practice Your Communication
Since this role involves a lot of communication, practice articulating your thoughts clearly and confidently. You might want to role-play common customer scenarios with a friend to showcase your ability to handle enquiries and feedback with warmth and expertise.
✨Understand Compliance Standards
Brush up on GDPR, PCI, and Health & Safety standards relevant to customer care. Being knowledgeable about these regulations will show that you take compliance seriously and are prepared to maintain high standards within the team.