Guest Experience Supervisor

o2; Camden Town; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading entertainment venue in London seeks a Guest Experience Supervisor to lead the customer service team during events. You will support the Guest Relations Assistants, manage team briefings, and ensure a top-notch experience for all guests. Ideal candidates will have strong supervisory skills and a passion for outstanding service, with flexibility for evening and weekend shifts.

Qualifications

• Experience supervising a customer service team.
• Passion for delivering exceptional service.
• Ability to stay calm in pressured situations.

Responsibilities

• Support and motivate Guest Relations Assistants.
• Handle last-minute staff changes.
• Be the first point of contact for guest issues.

Skills

Experience in a busy customer service role

Confidence supervising and motivating a team

Strong problem-solving and communication skills

Job description

We are looking for a Guest Experience Supervisor to help make every show unforgettable. You will be leading our customer service team on event nights, keeping everything running smoothly and making sure our guests have the best time possible.

Responsibilities:

• Supporting and motivating our Guest Relations Assistants so they're ready and excited for every event.
• Running team briefings to share key event info and inspire your team to deliver amazing service.
• Handling last-minute staff changes and making sure everyone is in the right place at the right time.
• Being the first point of contact for guest issues, working with other teams like security, ticketing and venue management to find quick solutions.
• Supporting staff with any challenges that arise during their shift.
• Helping us deliver inclusive experiences for all guests, building on The O2's Platinum Attitude is Everything status.
• Carrying out checks across the arena to keep it safe, clean and welcoming.
• Taking charge during any emergencies to make sure guests are safe.
• Writing clear, accurate reports after each event and sharing updates with the right teams.

Requirements:

• Experience in a busy customer service role.
• Confidence supervising and motivating a team.
• A passion for delivering Best-In-Class service and care to every guest.
• The ability to stay calm, patient and positive in pressured or challenging situations.
• Strong problem-solving and communication skills, especially when dealing with complaints.
• Experience writing clear reports.

We are 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 perspectives. We support and bring out the best in each other.

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.

We know that diverse teams make the strongest teams. That's why we actively encourage people from all backgrounds, experiences and perspectives to apply. If this role excites you but you're wondering whether you meet every single requirement - don't hold back. If you've got most of what we're looking for and you're passionate about what we do, we'd love to hear from you.

This is a shift-based role working evenings and weekends at The O2, Peninsula Square, London SE10 0DX. You give your availability and choose shifts you can work one month in advance.