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- Tasks: Lead the Contact Centre team to deliver world-class guest experiences at The O2.
- Company: Join AEG, one of the world's most iconic entertainment venues.
- Benefits: Flexible working hours, free shows, and a supportive team culture.
- Why this job: Shape unforgettable moments for millions while developing your customer service skills.
- Qualifications: Experience in customer-focused roles and strong leadership abilities.
- Other info: Inclusive workplace that values diverse perspectives and encourages new ideas.
The predicted salary is between 36000 - 60000 £ per year.
Are you looking to develop your customer service skills at one of the world's most iconic venues? Want to work for an employer named in The Sunday Times Best Places to Work? Join the Guest Experience team and help shape unforgettable moments for millions of visitors. At The O2, we're all about delivering exceptional experiences — every guest, every time. As our Contact Centre Manager, you'll lead the team that sits at the heart of it all, making sure every question, call and message gets the world‑class service The O2 is known for.
What You'll Do
- 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.
What We're Looking For
- 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.
Why Join Us?
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.
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 offer flexible start and end times and 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 employer: The O2
Contact Detail:
The O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Get to know the company inside out! Research The O2, its values, and what makes it tick. This way, when you chat with them, you can show off your knowledge and passion for delivering those unforgettable guest experiences.
✨Tip Number 2
Practice your communication skills! Since you'll be leading a team and dealing with guests, being able to express yourself clearly and confidently is key. Try role-playing common scenarios with a friend to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the interview process and what it’s really like to work at The O2. Plus, it shows your genuine interest!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and ready to dive into the world of exceptional guest service.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for delivering exceptional guest experiences shine through. We want to see how you can bring energy and creativity to the role, so share any relevant experiences that highlight your customer service skills.
Tailor Your Application: Make sure to customise your application to reflect the specific requirements of the Contact Centre Manager role. Mention your familiarity with systems like Zendesk and how you've thrived in fast-paced environments before. This shows us you understand what we're looking for!
Highlight Your Leadership Skills: As a potential leader in our team, it's important to showcase your ability to coach and develop others. Share examples of how you've motivated teams in the past and how you plan to elevate the Contact Centre team at The O2.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at The O2
✨Know Your Stuff
Before the interview, make sure you’re familiar with The O2 and its commitment to exceptional guest experiences. Research their values and think about how your experience aligns with their mission. 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 a team in the past. Highlight specific situations where you’ve improved performance or resolved conflicts effectively.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer complaints. Think of scenarios from your previous roles where you turned a negative experience into a positive one. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready that show your interest in the role and the company culture. You might ask about the team dynamics, how success is measured in the contact centre, or what challenges they currently face. This not only shows your enthusiasm but also helps you gauge if it’s the right fit for you.
