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About the Role
This role involves leading and supporting a team of guest experience agents to deliver outstanding service across multiple channels, driving exceptional customer experiences from pre-sale inquiries to post-purchase support, and collaborating with departments nationwide.
Responsibilities
- Review, delegate, and resolve guest complaints and inquiries via email, phone, and social media promptly and courteously.
- Follow up on outstanding inquiries and maintain accurate logs and reports.
- Identify trends in guest feedback and recommend process improvements.
- Support the Guest Experience Team Lead in coaching and upskilling the team.
- Provide day-to-day direction for efficient and knowledgeable handling of guest contacts.
- Assist in managing rosters in line with budget and business needs.
- Handle escalated inquiries and complaints.
- Contribute to projects that enhance service excellence and efficiency.
- Maintain and improve the Zendesk knowledge base and workflows.
Requirements
- 3+ years of experience in a customer service role.
- 1+ years in team management or a senior staff capacity.
- Strong people leadership skills.
- A data-driven approach to understanding the guest experience.
- Experience generating and interpreting reports.
- Excellent written and verbal communication skills with sharp attention to detail.
- Experience with Zendesk or a similar platform is highly regarded.
- Intermediate spreadsheet skills are a bonus.
- A basic understanding of consumer law is a bonus.
- A proactive, solutions-focused mindset.
Skills
- Customer Service
- Team Leadership
- Data Analysis
- Reporting
- Communication
- Zendesk
- Spreadsheet Skills
- Problem Solving
Location
- Nationwide
Work Type
- Flexible working structure
Experience Level
- 3+ years in customer service
- 1+ years in team management or senior staff capacity
Benefits
- 50c movie tickets
- Corporate discounts across retail, healthcare, and banking
- Flexible working structure
- Time off on your birthday
- Wellbeing & safety support (Sonder access)
- Career progression and training opportunities
- Supportive team environment
About the Company
- HOYTS is a leading out-of-home entertainment company with over 110 years of experience.
- Our mission is to create the cinema of the future with concept creation, innovation, and quality at our core.
- We set the gold standard in entertainment.
- Our team is underpinned by our FIERCE Values.
- We offer the HOYTS Experience More EVP, making HOYTS a place where great people do their best work, feel recognised, and grow.
- We strive for a sustainable future.
Equal Opportunity
- The HOYTS Group is proud to be an equal opportunity employer.
- We celebrate diversity and welcome applications from people of all backgrounds.
- All hiring decisions are based on merit, qualifications, and business needs.