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- Tasks: Lead the Contact Centre team to deliver outstanding guest experiences and achieve KPIs.
- Company: Join AEG, a vibrant and inclusive entertainment organisation at The O2.
- Benefits: Flexible working hours, free shows, and a supportive team culture.
- Why this job: Be part of an iconic venue and make every guest interaction memorable.
- Qualifications: Experience in customer service and strong leadership skills required.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Responsibilities
- Lead the day‑to‑day operations of The O2 Contact Centre, including the Accessible Booking Line and Zendesk inbox.
- Support, coach and develop the Contact Centre team through regular catch‑ups, ensuring KPIs are achieved, standards are high, and every interaction delivers a standout guest experience.
- Collaborate closely with teams across the venue – including Ticketing and our ticketing partner AXS – to make sure guests always receive accurate, up‑to‑date information.
- Keep all guidance, resources and responses fresh, relevant and accessible so enquiries can be resolved quickly and confidently.
- Ensure every Contact Centre touchpoint reflects our O2 Experience Principles:
- Make every moment count
- Bring the energy
- Make it seamless
- Beat every expectation
Qualifications
- Experience thriving in a busy, fast‑paced environment.
- A strong background in customer‑focused roles.
- Familiarity with Zendesk, Netcall or similar contact centre systems.
- A genuine passion for delivering incredible guest experiences and the ability to lead, motivate and elevate your team.
- Excellent administrative skills and sharp attention to detail.
- Confident communication and problem‑solving skills, with the ability to resolve guest issues politely, quickly and effectively.
Working at The O2 means being part of one of the world’s most iconic entertainment destinations. You’ll join a passionate team that brings energy, creativity and excitement to everything we do.
Interview Details
- When: Interviews will be held on 23rd and 24th February.
- Where: You’ll be based at The O2, Peninsula Square, London SE10 0DX. You need to be able to work 5 days out of 7 which includes working weekends.
- We offer flexible start times.
- We currently work onsite 4 days a week and 1 day remotely. We are open to flexible working conversations.
- We’ll give you a thorough induction on how we work at AEG.
- Our induction and onboarding programme is a great way to meet other new starters and to learn about our culture and values.
- We will give you training in our systems, policies, and procedures so that you’ll be set up for success.
- From the moment new employees join us, they’re welcomed with open arms and a plethora of exciting perks.
- Not only can they choose a free show and to climb The O2, but we also ensure that our employees are continuously engaged and rewarded throughout their journey with us.
About AEG
Want to find out why our employees love working at AEG? AEG is an inclusive organisation where we value everybody’s contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all perspectives. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always!
Our commitment to inclusion: We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware. We know that diverse teams make the strongest teams. That’s why we actively encourage people from all backgrounds, experiences and perspectives to apply. If this role excites you but you’re wondering whether you meet every single requirement - don’t hold back. If you’ve got most of what we’re looking for and you’re passionate about what we do, we’d love to hear from you. You might be exactly who we need, in this role or another. Because at AEG Europe, we believe that the best ideas come from the most inclusive teams - and we’re building a workplace where everyone can thrive.
Contact Centre Manager in City of London employer: o2
Contact Detail:
o2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager in City of London
✨Tip Number 1
Get to know the company culture before your interview. Check out AEG's values and how they align with your own. This will help you connect better during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering a standout guest experience, be ready to demonstrate how you can handle customer queries effectively. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your leadership skills! Think of examples where you've motivated a team or resolved conflicts. AEG values strong leaders, so make sure to highlight your ability to elevate your team during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the AEG family. Let’s get you that interview!
We think you need these skills to ace Contact Centre Manager in City of London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for delivering incredible guest experiences shine through. We want to see that you genuinely care about making every moment count and bringing the energy!
Tailor Your Application: Make sure to customise your application to highlight your experience in customer-focused roles and any familiarity with contact centre systems like Zendesk. We love seeing how your background aligns with our needs!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate sharp attention to detail, so make sure your communication is clear and effective. This will reflect your problem-solving skills right from the start!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at The O2. We can’t wait to hear from you!
How to prepare for a job interview at o2
✨Know Your Stuff
Before the interview, make sure you’re familiar with The O2 and its values. Research their customer service approach and think about how your experience aligns with their O2 Experience Principles. This will show that you’re genuinely interested in the role and the company.
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you’ll need to lead and motivate your team. Prepare examples of how you’ve successfully coached or developed team members in the past. Highlight specific situations where you’ve improved performance or resolved conflicts to demonstrate your leadership style.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle guest issues. Think of scenarios where you’ve had to resolve complaints or improve guest experiences. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready to ask. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture is the right fit for you.
