Customer Service Coordinator

The Contact Centre at Warner Bros. Studio Tour London delivers visitor engagement across tours and retail, aiming to exceed expectations from the first contact point to the last and encourage repeat visits. The Customer Services team is the first point of contact for enquiries within visitor experience and retail, both in-store and online.

• Champion the visitor journey through consistently excellent, on-brand customer service across all contact points, exceeding visitor expectations.
• Support delivery of a high-quality, inclusive customer experience by maintaining accurate online content, supporting stakeholder communications, and contributing to customer service initiatives across the business.
• Provide operational and administrative support, including customer engagement activities, team development initiatives, and timely processing of returns and exchanges across e-commerce and in-store channels.
• Collaborate with key stakeholders to develop operating procedures, quality-check customer communications, and support monitoring and reporting of customer feedback across review platforms.
• Manage customer correspondence to agreed service standards, ensuring all cases are handled appropriately and responded to within defined timeframes.
• Support and help devise internal employee engagement programmes.

• Strong attention to detail.
• Advanced verbal communication skills, with an approachable and patient manner and a commitment to ensuring a best-in-class customer experience.
• Excellent written communication skills.
• Proven track record working in a customer services or equivalent environment (2+ years).
• IT skills with a sound knowledge of Microsoft Office.
• Demonstrable track record of working using own initiative to test and review new ideas.

• Experience gained within the leisure, tourism or attractions industry.
• Knowledge of CRM software.

• This is an onsite role: all working hours and days, regardless of shift pattern, are carried out at the place of work. Subject to applicable laws, Skydance or the line manager reserves the right to change this working agreement where essential to business needs and upon reasonable notice.