Customer Services Coordinator

***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 New Role…** The Contact Centre at Warner Bros. Studio Tour London delivers world\-class visitor engagement, ensuring that our visitor experience across tours and retail, from the first contact point to the last, exceeds expectations and encourages repeat visits. Within the Contact Centre our Customer Services team are the first point of contact for enquiries within visitor experience and retail, both in\-store and online.  As Customer Services Coordinator you will be a part of this high performing team, providing exceptional experiences as the first touchpoint for feedback and enquiries on behalf of Retail and the Studio Tour. **Key Responsibilities** * Champion the visitor journey through consistently excellent, on‑brand customer service across all contact points, exceeding visitor expectations. * Support the delivery of a high‑quality, inclusive customer experience by maintaining accurate online content, support stakeholder communications, and contribute 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 **Essential Skills Required** * Strong attention to detail * Advanced verbal communication skills; approachable and patient with a commitment to ensuring 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 to own initiative to test and review new ideas. **Additional:** * Experience in the leisure / tourism / attractions industry an advantage. * Experience with CRM / Stock Management software * Awareness of health and safety regulations. **Working pattern:** 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 required to suit the needs of the business.  This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members. \#T\&R 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.