EVERYMAN – CUSTOMER SERVICE TEAM LEADER
I’M GONNA MAKE YOU AN OFFER YOU CAN’T REFUSE.
Lights. Camera. ACTION!
Do you want to be part of the revolution that’s redefining cinema? Are you an experienced Customer Service Team Leader/Manager looking to join one of the UK's fastest-growing independent cinema businesses? Then….. YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT. To lead our new Membership Support Centre based in Islington, London. As part of Everyman’s ongoing evolution, we will be creating an internal Customer Service function – this is where you come in. As our Customer Service Team Leader, your skills and experience will be pivotal to the smooth transition from our current 3rd party provider, to our new, dedicated internal function. Our new function will handle all membership queries and renewals for our 60k+ members. You’ll be responsible for ensuring the team of Customer Service Advisors are delivering exceptional levels of service across a variety of contact channels. You’ll also act as a point of escalation within the team. As our Customer Service Team Leader, your day-to-day will consist of; Ensuring your team consistently deliver an excellent standard of customer service at all times. Leading by example and taking a proactive and positive approach to ensure customer satisfaction. Dealing with escalated queries and ensuring timely resolution. Ensuring team have the appropriate knowledge and training to assist with all types of queries. Updating support documentation to assist changes in the business. Take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised and creative solutions. Creating and sharing regular reports on performance, feedback and issues for the business to improve all aspects of the Everyman experience. Lead the team and measure KPIs including quality, productivity, first contact resolution and customer satisfaction. Work closely with the digital team on key projects that improve the member experience and reduce contacts. Process payment queries and assistance. HERE’S LOOKING AT YOU. To be our Customer Service Team Leader you’ll need; 2 years’ experience leading a high volume, service-focused Customer Service team, ideally within the hospitality, retail, entertainment, or leisure sectors. A natural focus for delivering exceptional guest care. A huge personality and the ability to motivate and inspire a team. Resilience under pressure and the ability to tackle challenges head-on. Excellent communication skills with both internal and external stakeholders. A natural ability to interact with customers through telephone, email & socials. Be self-motivated and pro-active. Experience in working with large data-sets through MS office applications. GO AHEAD. MAKE MY DAY. As our next Customer Service Team Leader, you will receive; £32,000 - £35,000 per annum, depending on experience. Unlimited complimentary cinema tickets for you and your buddies. 50% Everyman discount on all food & drink (unfortunately no reduction on calories). Wagestream membership - access to your wages when you need it! 24/7/365 Employee Assistance Programme by Hospitality Action, the industry's charity. Financial, Legal, Family, Health & Wellbeing tools and resources. Retail discounts with Wagestream. Cycle to Work Scheme. Epic staff events, team socials, and amazing incentives! Above all else, a very good reason to get out of bed in the morning! YOU TALKIN’ TO ME? Interested? Then apply today to begin your career with Everyman! INDHP
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Do you want to be part of the revolution that’s redefining cinema? Are you an experienced Customer Service Team Leader/Manager looking to join one of the UK's fastest-growing independent cinema businesses? Then….. YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT. To lead our new Membership Support Centre based in Islington, London. As part of Everyman’s ongoing evolution, we will be creating an internal Customer Service function – this is where you come in. As our Customer Service Team Leader, your skills and experience will be pivotal to the smooth transition from our current 3rd party provider, to our new, dedicated internal function. Our new function will handle all membership queries and renewals for our 60k+ members. You’ll be responsible for ensuring the team of Customer Service Advisors are delivering exceptional levels of service across a variety of contact channels. You’ll also act as a point of escalation within the team. As our Customer Service Team Leader, your day-to-day will consist of; Ensuring your team consistently deliver an excellent standard of customer service at all times. Leading by example and taking a proactive and positive approach to ensure customer satisfaction. Dealing with escalated queries and ensuring timely resolution. Ensuring team have the appropriate knowledge and training to assist with all types of queries. Updating support documentation to assist changes in the business. Take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised and creative solutions. Creating and sharing regular reports on performance, feedback and issues for the business to improve all aspects of the Everyman experience. Lead the team and measure KPIs including quality, productivity, first contact resolution and customer satisfaction. Work closely with the digital team on key projects that improve the member experience and reduce contacts. Process payment queries and assistance. HERE’S LOOKING AT YOU. To be our Customer Service Team Leader you’ll need; 2 years’ experience leading a high volume, service-focused Customer Service team, ideally within the hospitality, retail, entertainment, or leisure sectors. A natural focus for delivering exceptional guest care. A huge personality and the ability to motivate and inspire a team. Resilience under pressure and the ability to tackle challenges head-on. Excellent communication skills with both internal and external stakeholders. A natural ability to interact with customers through telephone, email & socials. Be self-motivated and pro-active. Experience in working with large data-sets through MS office applications. GO AHEAD. MAKE MY DAY. As our next Customer Service Team Leader, you will receive; £32,000 - £35,000 per annum, depending on experience. Unlimited complimentary cinema tickets for you and your buddies. 50% Everyman discount on all food & drink (unfortunately no reduction on calories). Wagestream membership - access to your wages when you need it! 24/7/365 Employee Assistance Programme by Hospitality Action, the industry's charity. Financial, Legal, Family, Health & Wellbeing tools and resources. Retail discounts with Wagestream. Cycle to Work Scheme. Epic staff events, team socials, and amazing incentives! Above all else, a very good reason to get out of bed in the morning! YOU TALKIN’ TO ME? Interested? Then apply today to begin your career with Everyman! INDHP
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