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- Tasks: Lead a passionate team delivering exceptional customer support across various channels.
- Company: Join the vibrant Cineworld & Picturehouse family, where film magic happens!
- Benefits: Enjoy unlimited cinema tickets, a bonus scheme, and comprehensive healthcare benefits.
- Why this job: Be part of a close-knit team creating unforgettable experiences for cinema lovers.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Flexible working hours with opportunities for personal and professional growth.
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 London 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 London
✨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 ease. 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 motivated teams in the past. Share specific examples of how you’ve tackled challenges and created a positive environment for your colleagues.
✨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 leave a lasting impression and keep you on their radar.
We think you need these skills to ace Customer Care Team Leader - Picturehouse in London
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 reflect the role of Customer Care Team Leader. Highlight your leadership experience and any relevant skills that align with our values: We Create, We Perform, We Inspire. This will show us you’re a perfect fit for our team!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that are easy to read, so make sure your key points stand out!
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 gives you a chance to explore more about our company culture while you’re at it!
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 show that you're ready for the hands-on leadership aspect of the role.
✨Practice Your Communication
Since this role involves a lot of communication, practice articulating your thoughts clearly and confidently. You might want to rehearse common interview questions and answers, especially those related to customer care and team management, to ensure you come across as approachable and knowledgeable.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how success is measured in the role, or what challenges the department currently faces. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.