Customer Service Assistant Manager in Watford

Welcome to Warner Bros. Discovery, the stuff dreams are made of.

Who We Are

When we say, the stuff dreams are made of, we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. 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. They inform, engage, and transport audiences to new worlds. The key to that lies with our Studio Operations group, which includes areas like soundstage/backlot set rentals, events, design, culinary, construction, landscaping and much more. 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

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 organized and focused, able to prioritize workload and manage change.
• IT literate and good knowledge of reservations/ticketing systems/Customer Relation Systems.
• Understanding of Health and 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. Because we never stand still, 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.

How We Get Things Done

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

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.