Assistant Manager, Customer Services

This is a Full Time Job

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 & Retails 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 & Retails 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.

#T&R

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.