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Picturehouse Cinemas LimitedCustomer Care Team Leader, Brixton, LondonPicturehouse's Customer Care Department is in the offices above the Ritzy Cinema. We have a team of people who between them provide a telephone booking service for all Picturehouse cinemas and for several external clients from 9.00am to 8.30pm seven days a week. Membership sales, renewals and administration is central to the Customer Care Department and the team deliver these functions through incoming call, outgoing calls, email responses, social media engagement and occasional marketing calling.We’re now looking for two enthusiastic and experienced Customer Care Team Leaders to?join?the team in our established Customer Care Department for Picturehouse Cinemas.VacancyThe successful candidates will have previous Customer Service Experience in a fast-paced customer service environment, ideally with previous work dealing with high volume customer enquiries and experience in dealing with both written and telephone customer complaints. Experience working in a leadership position in a high -volume and fast-moving department or customer support environment, including leading and developing teams.The key to this role is providing a first-class service at every turn, keeping in mind both the business and customers’ needs.Emphasis within this role is on providing a helpful, friendly and personalised responses to all email messages, whether queries or complaints while maintaining the human side of customer service; we pride ourselves on an individual, non-scripted way of working.Candidates must be highly articulate with excellent communication skills – especially written - as well as possessing the ability to be very resilient and perform well under pressure.This is a full-time position and ?11.42 per hour is paid for the role.Employees have the opportunity of increasing their hourly rate with a bonus scheme.OfficeThe Customer Care Team Leader is based at The Customer Care Department, The Ritzy, Brixton Oval, Coldharbour Lane, London SW2 1JG.JOB DESCRIPTION FOLLOWSThe perks we offer include:Unlimited Picturehouse free tickets Two guest tickets a weekUnlimited free tickets at CineworldFree hot drinks & draught soft drinksPicturehouse Food and Drink discountsCineworld Food and Drink discountsSick PayPension and Healthcare benefitsStaff FoodCycle SchemeEye TestsChildcare VouchersApplicationTo apply for this position please send your CV and covering letter to daniel.m@picturehouses.co.uk with “Customer Care Team Leader” in the subject line.Customer Care Team LeaderJob DescriptionKEY ACCOUNTABILITIES:· Provide a first point of call for all escalated customer complaints, ensuring a professional impression of Picturehouse at all times.· Provide support to the management team and ad-hoc duty manage the department when needed.· Be proactive in assisting and interacting with visitors. Responding to customer complaints resolving matters as required escalating when necessary.· Resolving queries, providing and promoting high levels of customer service at all times. Provide a friendly and efficient service to customers. Provide a Specialist Sales Service through the accessible booking line.· Monitoring social media activity and providing out of hours cover as required.· Working to set Key Performance Indicators (KPI’s) to meet and aim to exceed performance standards of the department.KEY SKILLS:Knowledge of ticketing practices and experience of computerised ticketing system(s)Genuine passion for customer experience and the ability to inspire, motivate and develop team members to achieve customer excellencePositive “can do” attitude with the ability to adapt and be versatileAttention to detail and accuracyTeam player who enjoys working in a high achieving environmentA commitment to delivering the bestExperience working in a leadership position in a high -volume and fast-moving department or customer support environment, including leading and developing mitment to Equality & DiversityMAIN ACTIVITIES:Use of Vista Call Centre and Vista Loyalty Ticketing system. (System’s subject to change)Ensuring that the department is run in accordance with PCI compliance and that the health & safety of staff is never compromised.Ensure that all customer emails are replied to as soon as possible and answered within the company target of 48 hours.Opening and closing the department in accordance with the department procedures; dealing with any emergency and planned building issues appropriately and reporting issues as necessary.Maintain awareness of where problems (complaints) or successes (compliments) are being generated feedback and take corrective actions as required.Be knowledgeable on Picturehouse activities and brief the relevant information to staff.Ensure that the information kept in directories and reference files are accurate, available, up to date and easy to navigate.Responsible for assigning and managing breaks according to business needs.Assisting the management team to ensure that staff are complying with data protection guidelines and working best to practice.Provide cover as directed by the roster and for ad-hoc scenarios that may arise.Manage telephones and taking calls when required, ensuring that the phones calls are always answered promptly and within set KPI’s.Monitoring emails and ticket confirmations, insuring that all customers are responded to and are provided with adequate information and in accordance with Equality Act.Write and send correspondence to individual visitors on customer service issues within set KPI’s.Assist the management team by developing team members, mentoring them and being familiar with their objectives and provide constructive feedback following escalations.Regularly updating and briefing the team with any changes to policies or processes.Be knowledgeable of the latest staff handbook and the companies HR policies.Monitoring emails and ticket confirmations, insuring that all customers are responded to and are provided with adequate information and in accordance with Equality Act.Conduct back to work interviews with staff members and update the staff files in the absence of the Assistant Customer Service Manager.Assist the management team in developing and maintaining effective team work within departments of Picturehouse.Continuously seek ways to improve personal, team and business performance.Ensure that you comply with all Health and Safety regulations and safe working practice as required by current legislation and the Company’s Health and Safety Policy and practices.Ensure that all relevant information is communicated speedily and accurately in a way that ensures that the information is received and easily understoodEnsure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.Undertake any other relevant duties or reasonable request as requested by any member of the management team.Understand the importance of Equality & Diversity in the work place.Undertaking any other duties which may be reasonably requested of you by the management team for the effective functioning of the cinema.Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment. ................
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