Customer Care Team Leader - Picturehouse

What is the job?

Our Customer Care Team plays a vital role in supporting Picturehouse guests across our 26 cinemas, handling enquiries, feedback, and membership support with warmth and expertise. Based above the iconic Ritzy Picturehouse in Brixton, you'll be part of a collaborative, close knit team that delivers a personalised service to every customer.

As Customer Care Team Leader, you'll ensure the smooth running of the department day to day, supporting team members, maintaining service standards, and creating an environment where great conversations and excellent service thrive.

This is a hands on leadership role where you'll guide the team through busy periods, problem solve, and champion best practice to help us keep creating the Picturehouse experience our customers love.

Location: Brixton, SW2 1JG

Working Hours: The working hours for this role are 10:00-18:00 and will include weekend working on a rota basis. This position can be either full time (40 hours over 5 days) or part time (24 hours over 3 days).

Contract: This is a 6 month fixed term contract

Pay Rate: £15.30 per hour

• You will lead the team in delivering friendly, efficient and personalised support across email, phone, the Accessibility Line and the Membership hotline.
• You'll oversee daily operations, including opening and closing the department, managing break schedules, and responding to any building or operational issues.
• You will investigate complaints and escalations, liaising with cinemas and departments to reach timely and thorough resolutions.
• You'll coach, mentor and support team members - providing feedback, sharing updates and helping everyone work toward their objectives.
• You will ensure compliance with GDPR, PCI and Health & Safety standards, while keeping internal information and reference materials accurate and up to date.

• You have experience either supervising or leading a team in a customer focused role or working within a call centre environment.
• You have excellent written and verbal communication skills and proficiency with administration and IT systems.
• You're confident with handling a variety of complaints and adaptable and resourceful when generating solutions.
• You will be a great fit, if our values resonate with you: We Create, We Perform, We Inspire. Read more about them here - About us

Cineworld & Picturehouse -where movie magic meets unforgettable experiences!

At Cineworld & Picturehouse, part of the Regal Cineworld Group, every day is a celebration of all things film and entertainment. From the first popcorn crunch to the final credits, we're all about creating moments that spark joy, laughter, and a little bit of movie magic.

With over 9,000 screens across 751 locations in 10 countries, including our flagship brands Cineworld and Picturehouse here in the UK and Ireland, as well as Cinema City and Yes Planet across Europe and Israel, and Regal Cinemas in the United States - we bring the joy of cinema to millions.

With buzzing hubs in Brentford (our Cinema Support Office) and the heart of London's Leicester Square (Picturehouse HQ), we offer a mix of hybrid and remote working options, depending on the role.

What really makes Cineworld shine? Our people. We're passionate about supporting your growth and helping you carve out your dream career within the Regal Cineworld family. Fancy joining us on this epic film adventure? Dive into the Cineworld & Picturehouse stories and see what life's like behind the scenes of the big screen!

Read more about the Cineworld & Picturehouse culture here - Cineworld stories

We put our people first by offering a wider range of exception benefits designed to support your wellbeing, work life balance, and professional growth - because when you thrive, we all succeed.

• Discretionary annual bonus
• Unlimited free cinema tickets for you and a guest, including complimentary popcorn and drinks every visit
• Market leading parental leave with up to 18 weeks' paid leave per child for the primary carer
• Free on site gym access, plus discounted gym memberships and a cycle to work scheme
• Pension scheme with generous company matched contributions
• Early access to salary payments for greater financial flexibility
• Comprehensive healthcare benefits including 24/7 access to a Virtual GP for you and your immediate family, a healthcare cash plan, BUPA dental care, and eye care vouchers, among others.

At Regal Cineworld, we believe our strength comes from our people. We are committed to fostering a workplace where everyone feels valued, respected, and able to bring their authentic selves to work. Our commitment to belonging extends across all aspects of identity, including gender, ethnicity, age, disability, sexual orientation, religion, and background.

We take pride in creating an environment where differences are celebrated and everyone has equal opportunities to succeed. Our hiring process is designed to be fair and accessible, welcoming applicants from all walks of life. If you need any accommodations during the hiring process or in the workplace to support your needs, please contact the Talent team.