Let’s talk about HOYTS:
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. When it comes entertainment, we set the gold standard.
Our team is underpinned by our FIERCE Values which drives our high performance and success. In return, we offer the HOYTS Experience More EVP - our commitment to making HOYTS a place where great people do their best work, feel recognised, and grow.
The Role:
We're looking for a Guest Experience Assistant Team Lead to help lead and support a team of guest experience agents delivering outstanding service across Zendesk, phone, email and more. Reporting to the Guest Experience Team Lead, you'll play a key role in driving exceptional customer experiences - from pre-sale enquiries through to post-purchase support - while working cross-functionally with departments across the business, including our cinemas nationwide.
What you’ll do:
- Review, delegate and resolve guest complaints and enquiries (HOYTS Rewards, Gift Shop, Corporate Solutions) via email, phone and social media - promptly and courteously
- Follow up on outstanding enquiries and maintain accurate logs and reports
- Spot 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 so guest contacts are handled efficiently and knowledgeably
- Help manage rosters in line with budget and business needs
- Step in on escalated enquiries and complaints
- Contribute to projects that drive service excellence and efficiency across the business
- Help maintain and improve our Zendesk knowledge base and workflows
What you’ll bring:
- 3+ years' experience in a customer service role
- 1+ years in team management or a senior staff capacity
- Strong people leadership skills - you know how to engage and motivate a team
- A genuine 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 (highly regarded)
- Intermediate spreadsheet skills and a basic understanding of consumer law is a bonus
- A proactive, solutions-focused mindset - you're not afraid to challenge the status quo
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.
Benefits & Culture:
Besides the incredible social events and networking opportunities, people love working at HOYTS because it’s fun and lively with an unbeatable culture. Most importantly you’ll be part of a hardworking and supportive team. But wait, there’s more:
- 50c movie tickets and more amazing corporate discounts across retail, healthcare, and banking
- Flexible working structure to accommodate for work-life balance
- Sleep in or finish early on your birthday
- Wellbeing & safety support - Sonder access for you and your family!
- Learn from the best! Career progression and training opportunities
- Join an amazing and close knit team
- Work with a company who strives for a sustainable future
Think you’re up for it:
If you would like to join a cohesive and creative team who are passionate about what they do and have a whole lot of fun along the way, then press APPLY NOW or scan the QR code below! While we look at your application, get to know us through our social media channels.
