The Contact Centre and Customer Service Manager was responsible for the daily running and management of the Centre through the effective use of resources to deliver sales targets. As the Contact Centre and Customer Service Manager i was to ensure that through my team, customers receive a friendly, professional and consistently high-quality service helping to resolve various queries, close any sales enquiries, identify up sell, cross sell at every opportunity. This role will also champion Customer Service at KidZania London, managing all processes, reporting and management escalations regarding customer service-related queries, ensuring an exceptional level of service is delivered for customers.

My responsibility for the role lied on being in charge of multiple areas which make up the department; Admissions, Retail, Cash Office and Customer Service. I lead the team to success by setting service standards and expectations, ensuring visitors are welcomed with a personable approach and with key health and safety procedures adhered to (eg. Correctly fitting security bracelets). I was able to inspire the team as well as being able to performance manage both good and poor performance effectively through coaching, training or other stronger routes and have the ability to handle visitor-related feedback and concerns. Primarily on a daily basis I was running the admissions areas with the help of the Airport coordinators and covering Duty Management shifts. My responsibility also included looking after small retail areas/ gift shop and our customer service desk with a small team to help reply to online reviews such as trip advisor, google, Facebook and oversee the guest experience KPI’s.

Working along side a great team ensuring the day to day operation in allowing customers to have a smooth visit from start to finish with a smile. Helping with standard operations procedures whilst also briefing a small team on the day upcoming events and information they would need to know

• Assisting with the management and coordination of the Hospitality team• Ensuring a high level of standards are met in making sure customer and guest experience are achieved at all times• Meeting all targets in relations to our service ∙ Monitoring & reviewing the sales performance of individuals and the team to ensure that daily budgets and targets are surpassed at every opportunity.• Creating a motivational team environment whilst developing and conducting team briefings to ensure all operational information is cascaded directly to my team.• Ensure all policies within the department and the London Eye are followed by all teams; for example cash handling, Mystery shop, PCI compliance, loss prevention and health and safety.• Managing Sickness and Absence, poor performance ∙ Coaching skills ∙ First Aid trained ∙ Personal Development Plan's with my team such as 1 to 1s.• Processed customer payments and provided receipts.• Circulated within assigned areas to assess and address customer needs, effectively prioritising tasks during peak hours.

• Upselling of all products on till ∙ Guided Tours in which I had to talk about landmarks of London ∙• Delivering Premium Experiences on a day to day bases ∙ Customer Service and reaching KPI targets ∙• Training on course such as Train the Trainer and Team Leader Training to progress ∙• Restocking and Counting stock and know what stock would need to be reordered• Handling all types of Money• Training new staff members on the role and signing them off ∙• Motivating other Team members ∙• Ambassador for the London Eye and Hospitality Department.