Customer Service Team Lead in London

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 provide the first point of contact for enquiries within visitor experience and retail, both in‑store and online. As Customer Services Team Lead you will be responsible for the smooth, efficient and safe running of this Team.

You’ll lead the team in ensuring that customer and visitor experience from first point of contact to the last exceeds expectations and encourages repeat visits. You’ll support case volume, reporting and record maintenance and ensuring core KPIs are met. The role will support internal staff engagement programmes and will deputise for senior management where appropriate.

Your Role Accountabilities...

• Lead the team through example, ensuring operational readiness and adherence to highest standards of customer service. Motivate and lead, projecting positive attitudes.
• Work closely with Visitor Experience management team to develop and implement operational procedures to enhance visitor and customer experience.
• Coach, develop and manage team, deliver training and onboarding as appropriate.
• Support monitoring and reporting on visitor and customer feedback, including online reviews and feedback forums.
• Operate and support internal staff engagement initiatives and activities in line with core company principles.
• Champion the visitor, ensuring that the team consistently delivers levels of excellence in customer service, from the first contact point to the last, exciting visitors, exceeding their expectations, and encouraging repeat visits.
• Provide support across the wider Contact Centre, working closely with the Visitor Services Team Leads to ensure consistent service delivery, including weekend coverage as required.

Qualifications & Experiences...

• Proven track record working in a customer services or equivalent environment (2+ years) ideally within Visitor Attractions or Retail.
• Previous experience using a CRM or inventory management system.
• Previous supervisory experience.
• Strong attention to detail.
• Advanced verbal communication skills.
• Excellent written communication skills.
• Patient and approachable with the ability to manage a team with diverse skills and experience.
• Proven track record in problem solving and confident in making decisions.
• IT skills with a sound knowledge of Microsoft Office.
• Demonstrable track record of working to own initiative to test and review new ideas.
• Aware of health and safety regulations.

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.