Customer Services Coordinator

REF 0555

**CUSTOMER SERVICES COORDINATOR**:

- 18.02.2025
- Shepperton Studios
- Full Time

**ROLE SUMMARY**:

- Providing a central point of contact within Operations, this role will co-ordinate the strategic and day-to-day tasks of the Customer Services team, ensuring clear communication is maintained between internal external customers and colleagues, workload is distributed and logged accurately via Loc8 and trends within this function are monitored reported to consistently provide first class customer service.

**PRINCIPLE ACCOUNTABILITIES**:

- To act as the first point of contact for the Operations Department across Pinewood and Shepperton Studios. Triage customer request, ensuring they are logged by the Team correctly on Loc8 with the correct priority assignment.
- Manage All access requests provided by the Facilities Services, Health & Safety and Compliance departments. Ensuring lines of communication are maintained with all stakeholders
- Provide a point of escalation for any client complaints, ensuring all information is captured and recorded. Aim to resolve complaints prior to further escalation being required. Archive all complaints once resolved and provide a consolidated report at the end of each Production.
- Manage rota’s, annual leave, and sickness for the Customer Service team to ensure cover is always provided across both Pinewood and Shepperton. Managing Site wide master system including Key Scheduling of new Building and Stages, issuing and recording of departmental Master
- Sub-Master Keys, recharging of lost keys and the changing of associated barrels.
- Raising departmental purchase orders, tracking of departmental spend on budget tracker, recharging of damaged facilities when required.
- Build meaningful relationships with Production Coordinators to deliver impeccable service through the life of their Production.
- Provide additional operational support in the main office, mailroom, and front of house reception where applicable
- Any other duties as deemed appropriate by Operations Management

**NATURE AND SCOPE**:
The above accountabilities take up most of their time. Planning horizons may be around a week to a month or longer for project work. There is some technical skill needed which can be trained on the job, but a customer service-focussed approach is essential for success.

High-performing individuals may seek process improvement or cost efficiencies. It is desirable that the individual seeks internal progression and development within the department.

**SKILLS AND EXPERIENCE**:
**ESSENTIAL CRITERIA**:

- GCSEs passes in Maths and English or equivalent Working within a high performing Team, coordinating a large volume of request
- work orders.
- Working knowledge of Microsoft Office suite, purchase order systems and access control systems.
- Excellent customer service and communication skills
- Able to commute between Studios on an ad hoc basis

**DESIRABLE CRITERIA**:

- Customer service experience desirable but not essential
- Has between 3-5 years of experience across similar systems Can quickly build relationships with internal
- external clients.

**OTHER INFORMATION**:

- Role location: Shepperton Studios
- Possible travel between Shepperton and Pinewood sites if needed for cover purposes
- Competitive starting salary and discretionary annual bonus of up to 7.5% of salary.
- 25 days’ holiday as standard with the option to buy 3 additional days, plus English public holidays.
- Pension scheme 5% employer contribution and 3% minimum employee contribution.
- Comprehensive private medical healthcare from Bupa, including cover for pre-existing conditions, dental and optical cover.
- Income Protection for yourself, up to 75% of salary.
- Life assurance of 4 x annual salary.
- £3.20 per day Pinewood canteen subsidy.
- Two days per year volunteering allowance for our local communities.
- Various other staff perks including but not limited to, gym and retail discounts, free film screenings and staff events.

Our values
- TEAMWORK
- RESPECT
- INTEGRITY
- PIONEERING
- PASSIONATE
- CAN-DO

**CLOSING DATE FOR APPLICATIONS IS 18TH FEBRUARY 2025**:
Please let us know if you require any reasonable adjustments to be made to any stage of the recruitment process in your cover letter.