Guest Experience Assistant Team Lead

HOYTS Group; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Movie tickets discounts

Flexible working structure

Birthday time off

Job summary

HOYTS Group in Sydney is seeking a Guest Experience Assistant Team Lead to support the Guest Experience Team across Zendesk, phone and email, guiding day-to-day priorities and escalating as needed.

The role focuses on delivering outstanding guest experiences, coaching team members, analyzing feedback, and collaborating cross-functionally, with opportunities to contribute to process improvements and service excellence.

Qualifications

• 3+ years' experience in customer service, guest experience or contact centre environment.

Responsibilities

• Review, delegate and resolve guest complaints and enquiries via email, phone and social media.
• Follow up on outstanding enquiries and maintain logs and reports.
• Provide day-to-day support and guidance to Guest Experience team members.
• Assist with coaching, knowledge sharing and upskilling across the team.
• Support the team with escalated enquiries and complaints.
• Coordinate workloads and priorities to ensure efficient guest contact handling.

Skills

Customer service

Team coaching

Data interpretation

Communication

Zendesk

Tools

Zendesk

Job description

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.

We're looking for a Guest Experience Assistant Team Lead to provide day-to-day support to our Guest Experience Team in delivering outstanding service across Zendesk, phone, email and more.

The Role:

Reporting to the Guest Experience Team Lead, you'll be a point of support within the team, helping coordinate day-to-day priorities, providing guidance to team members and stepping in on escalated matters when required. While you'll help coach and support others, this role does not have sole responsibility for team leadership or performance management. You'll play an important role in delivering 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.

This is a hands-on role for someone who enjoys being part of a team, has strong customer service experience and is ready to take on additional responsibility without being solely responsible for the leadership or performance of the team.

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
• Provide day-to-day support and guidance to Guest Experience team members when required
• Assist the Guest Experience Team Lead with coaching, knowledge sharing and upskilling across the team
• Support the team with more complex or escalated enquiries and complaints
• Help coordinate workloads and priorities to ensure guest contacts are handled efficiently and knowledgeably
• Identify trends in guest feedback and recommend process improvements
• Assist with roster coordination in line with budget and business needs
• Contribute to projects that drive service excellence and efficiency across the business
• Help maintain and improve our Zendesk knowledge base and workflows
• Work collaboratively with teams across HOYTS to resolve guest issues and improve the overall guest experience

What you’ll bring:

• 3+ years' experience in a customer service, guest experience or contact centre environment
• Strong customer service skills with the confidence to support and guide others
• A genuine interest in understanding and improving the guest experience through data and feedback
• 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 ability to work collaboratively and step up when additional support or direction is needed

Employment & Award:

This position is covered by the Clerks – Private Sector Award 2020, at the applicable Principal Customer Contact Level rate. Any weekend or public holiday work will be paid at the relevant penalty rate in accordance with the Award.

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