At a Glance
- Tasks: Lead a dynamic team to deliver exceptional visitor experiences at Warner Bros. Studio Tour.
- Company: Join the iconic Warner Bros. brand and be part of a world-class visitor engagement team.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for professional growth.
- Other info: Flexible working hours with opportunities for career advancement in a vibrant setting.
- Why this job: Make a real impact on visitor experiences while working in a fun, creative environment.
- Qualifications: Management experience in customer service, excellent communication skills, and a passion for teamwork.
The predicted salary is between 30000 - 40000 £ per year.
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.
Customer Service Assistant Manager employer: Job Search Place Limited
Warner Bros. Studio Tour London is an exceptional employer, offering a dynamic work environment where creativity and customer service excellence thrive. As a Customer Service Assistant Manager, you will lead a passionate team dedicated to delivering unforgettable visitor experiences, with ample opportunities for professional growth through coaching and training initiatives. The company fosters a culture of inclusion and flexibility, ensuring that every employee feels valued and empowered to contribute to the magic of the studio tour.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Assistant Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
