At a Glance
- Tasks: Lead the Technical Services team to ensure top-notch visitor experiences at our iconic studio.
- Company: Join Warner Bros, a leader in entertainment with a culture of creativity and support.
- Benefits: Enjoy competitive pay, career growth opportunities, and a vibrant work environment.
- Other info: Full-time role with varied shifts, including weekends and evenings, in a fast-paced environment.
- Why this job: Be part of a dynamic team that shapes unforgettable experiences for visitors.
- Qualifications: Management experience in technical services, strong communication, and problem-solving skills required.
The predicted salary is between 40000 - 50000 £ per year.
Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next. From brilliant creatives to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Our studios are considered one of the foremost motion picture and television production and post-production facilities in the world. Whether it's hosting an unforgettable studio tour, creating an optimal workspace, or equipping talent to tell the best stories, these teams lay the foundation for the memorable experiences we provide.
Your New Role
We have an exciting new position leading our Technical Services team here at Warner Bros. Our Technical Services department maintains all show related aspects of the Studio Tour including (but not limited to) lighting, sound, video, sets, props, show control and associated hardware and software. By working closely with the original filmmakers and a select pool of suppliers and third-party contractors, Technical Services ensures the Studio Tour operates to the highest standards and follows industry best practice to deliver a consistent, safe, world class visitor experience.
As Technical Services Manager you will lead our high performing technical services department, ensuring that all AVL infrastructure and installations are operated and maintained to the highest standard and with exceptional levels of Health & Safety. You'll work with key strategic partners, suppliers, internal stakeholders and the Show Experience team in the planning and delivery of Features and Show Experience projects, whilst maintaining day to day operational excellence. You will forward plan to ensure that the quality of presentation in terms of operational readiness and relevance are maintained over time, whilst anticipating and responding to changing customer needs and future trends.
- Manage, train, and develop the Technical Services team, ensuring high performance, compliance, and consistently high service standards.
- Drive technical excellence by maintaining show systems, protecting assets, and delivering planned preventative maintenance to maximise reliability and lifespan.
- Oversee resource planning and rota management to ensure the department is fully staffed and operationally efficient.
- Lead cross-functional collaboration to ensure effective forward planning and delivery of all technical installations and show operations.
- Act as Duty Manager and Duty Technician (Tech Zero) to manage day-to-day operations and technical delivery across the Studio Tour.
- Manage departmental budget, reporting (including downtime and P&L), and supplier relationships, ensuring strong cost control and SLA performance.
Previous Management experience leading a Technical Services team within the tourism, leisure or heritage industry, ideally within fast moving Visitor Attractions or Live Events delivering consistently high customer service standards.
Technical and maintenance expertise across AV installations/Exhibits including electronics, interactives and animatronics with familiarity with networked show control systems and associated hardware.
Project management and supplier management experience with strong communication skills and key stakeholder relationship expertise.
Proven ability to lead and manage multi-skilled technical teams within a fast-paced operational environment.
Strong working knowledge of facilities management and work order systems, with effective problem-solving and decision-making skills.
Excellent communication, organisation, and IT skills, with the ability to prioritise workload, adapt to change, and collaborate effectively across teams.
Qualifications and certifications including IPAF, PASMA, IOSH, NBOSH (advantageous).
Working pattern and duty management:
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. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members.
As an ambassador for the business, the Technical Manager will support and deputise for the Head of Show Experience, in working with third parties and attending meetings in their absence.
Championing Inclusion at WBD
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.
Manager, Customer Technical Services in Luton employer: Warner Bros. Discovery
At Warner Bros. Discovery, we pride ourselves on being an exceptional employer, offering a vibrant work culture that celebrates creativity and innovation. Our Technical Services team plays a crucial role in delivering world-class visitor experiences at our renowned studio, with ample opportunities for professional growth and development. With thoughtfully curated benefits and a commitment to inclusivity, we empower our employees to thrive in a dynamic environment where their contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Technical Services in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Warner Bros. Discovery. 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 Warner Bros. Discovery 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 Manager, Customer Technical Services in Luton
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 Warner Bros. Discovery:Your cover letter is your chance to shine! Tell us why you want to work at Warner Bros. Discovery 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 Warner Bros. Discovery!
How to prepare for a job interview at Warner Bros. Discovery
✨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.
