Contact Centre Manager in London

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.

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

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.