Customer Service Team Lead

Apply now Job no: 492809
Work type: Full time
Location: Sydney, NSW
Categories: Guest Experience

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 commit to delivering on our Employer Brand – BEST, by ensuring an engaging and supportive employee experience

The Job:

HOYTS are looking for a Customer Service Team Leader to lead and manage a group of guest experience agents. Reporting to the Executive Area Manager, this role is responsible for ensuring the team delivers an outstanding guest experience through a variety of channels including Zendesk, phone, email, live chat, and more! While no two days are the same, your duties will include:

  • Driving exception customer experiences across both our pre-sale customer service and our post-purchase customer support function
  • Proactive coaching of the customer service team
  • Managing the roster of customer service agents in line with budget and needs of the business
  • Reviewing, delegating and/or resolving complaints and inquiries in a timely, accurate and courteous manner.
  • Managing content for the customer service portal, Zendesk
  • Assisting the operations team with day-to-day management of the Vista ticketing system

Who we are looking for:

We are looking for someone who loves cinema as much as we do! At HOYTS, it’s all about having a positive attitude and good work ethic. We are looking for a problem solver able to prioritise tasks.

 We are also looking for:

  • Minimum 3 years of experience working in a customer service role
  • Minimum 1 year of experience in a leadership/people management role
  • Excellent verbal, written and interpersonal communication skills
  • Strong focus on data-driven customer experience, trends, and insights
  • Experience using Zendesk desirable
  • Attention to detail and high organisation skills


HOYTS is one of most exciting entertainment destinations in Australia! Show us why you want to be a Customer Service Team Leader in your application. Be creative to stand out from the pack. While we take a look at your application, get to know us through our various social media channels.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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