Guest Experience Lead, Service & Support

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 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.