Contact Centre Manager

Do you want to wow our customers when they call or email our Contact Centre and ensure they have an amazing best in class experience?

We are looking for a Contact Centre Manager to join our incredible Guest Experience team at The O2.

In this role you will

• Manage the day-to-day operations of The O2 Contact Centre including Access Line & Zendesk inbox.
• Provide line management support to the Contact Centre team through regular meetings ensuring KPIs are met, standards are upheld and above all a best-in-class guest experience is delivered through all communication channels.
• Work closely with other departments including Ticketing and AXS our ticketing partner to provide accurate information to guests.
• Constantly review the information supplied to the Contact Centre to ensure it is accurate, relevant and accessible to ensure speedy resolutions to all guest enquiries.
• Ensure that the access line provides our guests with a best in class booking journey.
• Embody The O2 Experience Principles and promote them throughout your team’s day to day work: Make every moment count, bring the energy, make it seamless, and beat every expectation!

We are looking for someone who

• Is experienced working in a busy, fast-paced customer facing environment in a customer focussed role.
• Has experience working with Zendesk, or similar programs in contact centres and dealing with customer enquiries
• Has a genuine passion for the guest experience with the ability to inspire others
• Has experience of managing, motivating, and developing team members to achieve excellence.
• Is authentic in all their interactions; provides positive and constructive feedback to their team.
• Has strong administrative skills and a keen attention to detail.

A clear and confident communicator, both written and verbally, you’ll be a team player who is able to collaborate with a variety of people across The O2 to achieve our goals.

Solutions focussed; you’ll want to raise the bar in this role – we welcome new ideas from day one!

We’ll give you a thorough induction on how we work at AEG. Our induction and onboarding programme is a great way to meet other new starters and to learn about our culture and values. We will give you training in our systems, policies, and procedures so that you’ll be set up for success. From the moment new employees join us, they’re welcomed with open arms and a plethora of exciting perks. Not only can they choose a free show and to climb The O2, but we also ensure that our employees are continuously engaged and rewarded throughout their journey with us.

Where: You’ll be based at The O2, Peninsula Square, London SE10 0DX. We offer flexible start and end times and welcome flexible working conversations.

So why apply?
AEG is an inclusive organisation where we value everybody’s contribution. We empower and trust our people to do the right thing. We go the extra mile, for our customers and each other, every time. We are always open to new ideas and respect all opinions. We support and bring out the best in each other. We really value our people and inspire them to be the best in class, always!

You can find out about our Vision and Values here.

AEG have 8 Employee Network groups, who give our employees a greater voice in the steps the business takes to continuously improve our workplace.

Our benefits can be found here: AEG Benefits

Our commitment to inclusion
We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.