Contact Centre Supervisor: Lead Guest Services & Ticketing

Wimbledon; Wimbledon; On-site; GBP 32,000 - 45,000; Full time

Job summary

The Wimbledon Championships' Contact Centre Supervisor will lead a team of Guest Service Agents, ensuring world-class customer service for our Guests. You will manage workflows, collaborate with the Ticketing Managers, and act as the escalation point for Ticketing queries during The Championships and year-round.

This fixed-term role is full-time, based in our office in Wimbledon, with extended hours during peak times (8am–8pm).

Qualifications

• Experience supervising a small team and handling peak periods.
• Strong problem-solving and communication skills.
• Commitment to guest-focused service and values.
• Proficient with CRM systems and standard office software.

Responsibilities

• Lead and mentor a team of Guest Service Agents to provide high-quality customer support.
• Oversee daily operations and workload distribution for Guest Service Agents.
• Collaborate with Ticketing Managers for alignment and communication regarding Guest inquiries and issues.
• Serve as main escalation point for Guest concerns and resolve issues to maintain satisfaction.
• Stay updated with team information, ticketing procedures and policies.
• Foster a positive, motivated team environment with open communication.
• Ensure all Guest service cases are resolved within SLA and KPI.
• Handle inquiries from Guests via inbound calls and Zendesk emails.
• Learn and develop use of the ticketing system and online journey.
• Data management with integrity, accuracy and compliance.
• Ensure guest contact is professional; maintain high quality communication.
• Manage three year-round Guest Service Agents.
• Oversee support processes for all Guests.
• Compile and analyze data to measure performance and assist planning.
• Lead on Guest Experience and department reporting used across the business.
• Collaborate with Temporary Supervisor during The Championships to support peak times.

Skills

Problem solving

Team supervision

Team leadership

Active listening

Communication skills

CRM systems

MS Office

Resilience

Organizational skills

Customer focus

Values alignment

Tools

CRM systems

Microsoft Office

Job description

The Wimbledon Championships' Contact Centre Supervisor will lead a team of Guest Service Agents, ensuring world-class customer service for our Guests. You will manage workflows, collaborate with the Ticketing Managers, and act as the escalation point for Ticketing queries during The Championships and year-round.

This fixed-term role is full-time, based in our office in Wimbledon, with extended hours during peak times (8am–8pm).