Support Office - HOYTS Group Sydney Office, Level 50, 680 George St, Sydney, Sydney, New South Wales, Australia
Posted Sunday 2 August **** at 2:00 pm | Expires Monday 7 September **** at 1:59 pm
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.
In return, we offer the
HOYTS Experience More
EVP - our commitment to making HOYTS a place where outstanding people do their best work, feel recognised, and grow.
The Role:
We're looking for a Guest Experience Assistant Team Lead to help lead and support a team of guest experience agents delivering outstanding service across Zendesk, phone, email and more. Reporting to the Guest Experience Team Lead, you'll play a key role in driving exceptional customer experiences - from pre-sale enquiries through to post-purchase support - while working cross-functionally with departments across the business, including our cinemas nationwide.
What you'll do:
Review, delegate and resolve guest complaints and enquiries (HOYTS Rewards, Gift Shop, Corporate Solutions) via email, phone and social media - promptly and courteously
Follow up on outstanding enquiries and maintain accurate logs and reports
Spot trends in guest feedback and recommend process improvements
Support the Guest Experience Team Lead in coaching and upskilling the team
Provide day-to-day direction so guest contacts are handled efficiently and knowledgeably
Help manage rosters in line with budget and business needs
Step in on escalated enquiries and complaints




Contribute to projects that drive service excellence and efficiency across the business
Help maintain and improve our Zendesk knowledge base and workflows
What you'll bring:
3+ years' experience in a customer service role
1+ years in team management or a senior staff capacity
Strong people leadership skills - you know how to engage and motivate a team
A genuine data-driven approach to understanding the guest experience
Experience generating and interpreting reports
Excellent written and verbal communication skills, with sharp attention to detail
Experience with Zendesk or a similar platform (highly regarded)
Intermediate spreadsheet skills and a basic understanding of consumer law is a bonus
A proactive, solutions-focused mindset - you're not afraid to challenge the status quo
The HOYTS Group is proud to be an equal opportunity employer. We celebrate diversity and welcome applications from people of all backgrounds. All hiring decisions are based on merit, qualifications, and business needs.
Perks & Culture:
Besides the incredible social events and networking opportunities, people love working at HOYTS because it's fun and lively with an unbeatable culture. Most importantly you'll be part of a hardworking and supportive team. But wait, there's more:
50c movie tickets and more amazing corporate discounts across retail, healthcare, and banking
Versatile working structure to accommodate for work-life balance
Sleep in or finish early on your birthday
Wellbeing & safety support - Sonder access for you and your family!
Learn from the best! Career progression and training opportunities
Join an amazing and close knit team
Work with a company who strives for a sustainable future
Support Office - HOYTS Group Sydney Office, Level 50, 680 George St, Sydney, Sydney, New South Wales, Australia
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📌 Guest Experience Assistant Team Lead (Sydney)
🏢 Hoyts Group
📍 Sydney