Customer Care Team Leader



Salary: £12.15 per hour, plus sales bonuses

Picturehouse are looking for a Customer Care Team Leader to join their team.

About Picturehouse

At Picturehouse, we love cinemas. Nested in the heart of their neighbourhoods, each of our 26 cinemas are distinct, welcoming, full of personality and run by welcoming and attentive staff. We don’t just screen excellent films. We provide places to eat, meet and relax and host a busy calendar of events for everyone to explore.

You can find out more on our company purpose and staff benefits online:

Job Purpose

At the Picturehouse Cinemas Customer Care department, we handle email and phone enquiries from customers and members from our 26 Picturehouse cinemas across the UK. Based above the Ritzy Picturehouse in Brixton, we deliver a personalised, comprehensive service in a close-knit collaborative team. You will be responsible for managing the office and team achieve service levels and best practices.

  • Provide support to the management team and ad-hoc duty manage the department when needed.
  • Lead the Customer Care team, providing guidance and training as well as holding meetings and performing disciplinary procedures.
  • You will assist the team as a first port of call for all queries, ensuring a professional impression of Picturehouse at all times.
  • You will provide a friendly and efficient service to customers, including providing a specialist sales service through the Accessibility line and troubleshooting support through the Membership Hotline.
  • You will be proactive in responding to complaints, investigating feedback and liaising with cinemas and other departments to reach resolutions.
  • You will keep a high standard of punctuality and be familiar with your own rota. We expect a flexible work pattern, available in ad-hoc scanerios.

Main Duties

  • Opening and closing the department with the department procedures; dealing with any emergency and planned building issues appropriately and reporting issues as necessary.
  • Assist the management team by developing team members, mentoring them and being familiar with their objectives and provide constructive feedback following escalations.
  • Use of IT systems, including Vista and email subscription services.
  • Managing telephones and taking calls when required on the Booking line, Accessibility line, Refund Hotline, Member’s Hotline and the Customer Service line.
  • Ensure that the department is run in accordance with GDPR guidelines, PCI compliance, and the Health & Safety procedures.
  • Maintain awareness of where problems and complaints or successes and compliments are being generated feedback and take corrective actions and required.
  • Be knowledgeable on Picturehouse activities, groups and other special events, and brief the relevant information to the team.
  • Be knowledgeable of the latest staff handbook and the companies HR policies.
  • Be responsible for assigning and managing breaks and shift changes according to business needs.
  • Ensure that the information kept in directories and reference files are accurate, available, up to date, and easy to navigate.
  • Playing an active role in advancing the departments standards, in compliment to the customer experience that Picturehouse strives to deliver.
  • Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
  • Undertake any other relevant duties or reasonable request as requested by any member of the management team.
  • Understand the importance of Equality & Diversity in the work place.

Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment.

Person Specification – Attributes and Experience


  • Experience supervising or managing a team
  • Passionate about excellent customer service
  • Confident in communication with customers and colleagues by phone and email
  • Proficient in IT systems
  • Works effectively as part of a team
  • Adaptable and flexible to changing circumstances
  • Resourceful and able to work under pressure
  • Available to work at key business times i.e. evening and weekends


  • Experience in a service or hospitality related industry
  • Experience in administration and/or a call centre environment
  • An interest in and knowledge of film and Picturehouse’s programming standards.

Employee Benefits Include

  • Unlimited free tickets for yourself at Picturehouse and Cineworld cinemas.
  • Two free guest tickets per week at Picturehouse cinemas.
  • 30% discount on food and drink at Picturehouse and Cineworld cinemas.
  • Free tea, coffee, and post-mix drinks while on shift.
  • Pension scheme
  • And more


Applicants can contact Alastair Skerman directly at or apply through our careers portal.

The closing date for this position is 29/11/2022 at 23:59

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