Customer Service Coordinator

**The Job**

As a Customer Service Coordinator, you will provide a first-rate experience for both visitors and customers through acting as the first point of contact for feedback. In this role you will be assisting the Customer Services Assistant Manager in managingthe volume of feedback was well as updating and maintaining all records.

**The Daily**
- Resolve visitor escalations and complaints in the first instance through adopting an enthusiastic, assertive & passionate approach to Customer Service, ensuring that all feedback is responded to appropriately and within a given time scale stipulated by theContact Centre Manager.
- Carry out quality checks of written correspondence and Visitor feedback responses. Ensure that during all correspondence that the customer service strategy is maintained and the brand of Warner Bros. and Harry Potter is protected.
- Champion the customer, ensuring that the team consistently delivers excellent levels of customer service, from the first contact point to the last, excites our visitors, exceeds their expectations, and encourages repeat visits.
- Actively monitor the tour website to ensure accuracy and content, as well as working with management teams to update the staff notice boards, ensuring all communication is up to date and relevant.
- Work closely with the Visitor Experience Managers and Retail Managers to develop new working practices and operating procedures, particularly in developing effective communication processes to ensure that all stakeholders and the wider business are awareof feedback trends or concerns.
- Operate incentive schemes and development of tour staff through exciting and challenging initiatives to encourage high levels of customer service and inclusivity.
- Provide reports and stats on visitor feedback when requested by the Senior Leadership team.
- Support the Customer Services Assistant Manager in monitoring and reporting on TripAdvisor, Google Review scores and other feedback streams.
- Provide support to help develop other areas of the business, such as the call centre if feedback levels are low.
- Help the Customer Services Assistant Manager monitor the compensation and stock levels for service recovery.
- Where incidents occur, they must ensure that they are reported to the relevant department and must co-operate with any investigation as appropriate.

**The Essentials**
- Proven Customer Service experience
- Experience of having used CRM systems, as well as the MS Office Suite
- Knowledge of Health and Safety best practice
- High level of written and verbal communication
- Process improvement background

**Nice To Haves**
- Prior experience working in a busy visitor attraction, dealing with visitors

**Working pattern and duty management**
- This role is full time (40 hours a week), working shifts. Due to the varied nature of a visitor attraction, regular weekend and evening work will be required, across a seven-day rota. Because we never stand still, a high level of flexibility is requiredto suit the needs of the business. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members.
- As an ambassador for the business, you will support and deputise as required, including in working with third parties and attending meetings in their absence.

**Department Overview**

Warner Bros. is the only Hollywood studio to possess and operate its own production facility in the UK following a £150 million-plus investment into the re-development and expansion of Leavesden Studios.

In addition to the studios, the site is also home to the award-winning visitor attraction, Warner Bros. Studio Tour London - The Making of Harry Potter (Studio Tour). This is a behind-the-scenes walking tour and the only place in the world which featuresthe authentic sets, costumes and props used in the Harry Potter film series. Visitors are invited to walk through the real Great Hall of Hogwarts, step onto the original Hogwarts Express, learn wand combat, ride a broomstick and taste Butterbeer.

Since opening in March 2012, the Studio Tour has welcomed over 10 million visitors. It operates on a pre-book only basis with a peak day accommodating 6,500 visitors. The tour is open seven days a week with an events business that runs private corporateevents in addition to evening events for consumers. The Tour also has plans to develop and construction is currently underway for an expansion which will open in summer 2019 that includes a new welcome hub and the opportunity to increase visitor numbers to9,000 per day at peak.

As part of the delivery of the visitor experience we have many effects and interactives, all housed within our purpose built facility, that excite, engage and provide our visitors with an insight into how these incredible films were made. Working with thelatest audio-visual technology the technical team is a diverse and exciting team to be a part of who help to deliver a world class visitor experience.

The Perks
- Exclusive WarnerMedia events and advance screenings
- Paid time off every year to volunteer for eligible employees
- Access to well-being tools, resources, and freebies
- Access to in-house learning and development resources
- Part of the WarnerMedia family of powerhouse brands