Interactor Team Leader

Warner Bros Games; Watford; On-site; GBP 60,000 - 80,000; Full time

Job summary

An entertainment company in Watford is looking for an Interactor Team Leader to lead their team at the Warner Bros. Studio Tour London. Your main responsibility will be to ensure visitors receive a top-notch experience. You should have experience in customer service, excellent communication skills, and a passion for the Harry Potter universe. This full-time role requires working flexible shifts, including weekends and holidays, and provides great benefits including gym access and discounts on tickets.

Benefits

£15.15/hour

33 days holiday pro-rata

Free access to the on-site gym

Exclusive access to entertainment content

Staff discounts

Complimentary onsite parking

Free shuttle bus service

Access to Employee Assistance Programme

Qualifications

• Proven experience in a visitor experience environment delivering high customer service.
• Excellent communication and presentation skills.
• Willingness to embrace discipline within the work environment.
• Ability to learn and adapt to new roles as necessary.
• Interest in the Harry Potter story and filmmaking.

Responsibilities

• Lead the Interactor team and ensure visitors receive the best experience.
• Manage team duties and engage visitors through presentations.
• Create team rosters and ensure timely reporting.
• Deliver motivational briefings and communicate internal updates.
• Handle visitor and team issues effectively.
• Facilitate training plans sharing stories and statistics.
• Maintain safety protocols in accordance with policies.
• Engage with visitors to enhance their experience.
• Support with training preparations.

Skills

Customer service excellence

Public speaking

Interpersonal skills

Adaptability

Knowledge of Harry Potter

Job description

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your Role as an Interactor Team Leader

Are you a Harry Potter fan? If so, you’ll love working at the Warner Bros. Studio Tour London (WBSTL) – The Making of Harry Potter. Your role will be to support the Show Experience management team in leading the Interactor Team, ensuring that our visitors are welcomed warmly and experience the highest standards of customer care.

What’s In It For You

• £15.15/hour
• 33 days holiday (pro‑rata)
• Free access to our on‑site gym
• Exclusive access to our Screeners App, with our exciting HBO, Discovery and Warner Bros. content
• Staff discounts on Studio Tour tickets, retail, food and beverage
• Access to Friends and Family events
• Free onsite staff car parking
• Complimentary staff shuttle bus between Watford Junction and our Studio Tour, available for most (but not all) shift start times
• Onsite staff Studio Café
• Option to join our pension and private healthcare schemes
• Access to an Employee Assistance Programme to help support you and your family members which includes a free, confidential 24‑hour helpline for a range of issues, as well as up to five counselling sessions

Your Role Accountabilities

• Lead the Interactor team and supervise the duties of the team throughout the day, ensuring that Interactors proactively engage visitors through their Harry Potter film knowledge, film‑making techniques as well as scripted and non‑scripted presentations.
• Occasionally support with the creation of team rosters, rotas and update Time and Attendance Systems.
• Ensure all daily reporting and administrative requirements are completed to a satisfactory standard and in a timely manner.
• Deliver daily motivational briefings and take personal responsibility for keeping abreast of latest internal communications and passing this information to the team.
• Deal proactively with any visitor or team issues that may arise during the course of your duties, escalating any issues where appropriate and holding formal meetings when required.
• Support with the creation and facilitation of training plans whilst sharing interesting facts, stories, statistics and information, on the experience keeping within Brand guidelines.
• Ensure safety of all staff and colleagues in accordance with WB policies and procedures.
• Proactively engage with and assist our visitors to help them maximise their enjoyment of the Studio Tour experience.
• Opportunity to undertake individual project to support wider Tour operations.
• Support the Show Experience Assistant Managers in Feature preparation, installation, training and delivery.

Qualifications & Experience

• Proven experience of having provided a high standard of customer service in a visitor experience environment.
• Excellent communication, interpersonal, reasoning and presentation skills, specifically the ability to speak in public and in front of a large team.
• Willingness to accept and instil discipline in accordance with WBSTL policies throughout the team as supported by the Show Experience Manager and Assistant Managers.
• Demonstrable ability to learn new skills and adapt to new situations within a visitor focused environment.
• Knowledge of and an interest in the Harry Potter Story and/or filmmaking.
• Participate in cover of the Studios Tour as necessary including weekend, bank holiday, school holiday and late evening cover in rotation with other team members.

Working Pattern

• As part of this role you will be required to work flexible shifts which vary Monday - Sunday between 7:00 and 00:30.
• This role will require you to work evenings, weekends and bank holidays.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD/your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

How We Get Things Done

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.