Customer Service Coordinator

Warner Bros. Discovery; Watford; On-site; GBP 25,000 - 38,000; Full time

Job summary

Skydance is seeking a Customer Services Coordinator for the Studio Tour London in Watford. The role focuses on delivering world-class, on-brand customer service across visitor experience and retail, both in-store and online.

You will support content accuracy, stakeholder communications, returns processing, and engagement programs, ensuring timely, high-quality service at every touchpoint. Onsite working applies.

Qualifications

• 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), ideally gained within the leisure / tourism / attractions industry.
• IT skills with a sound knowledge of Microsoft Office and CRM software
• Demonstrable track record of working to own initiative to test and review new ideas.

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.

Skills

Attention to detail

Verbal communication

Written communication

Customer service experience

Initiative to test new ideas

Team collaboration

Tools

Microsoft Office

CRM software

Job description

Storytelling is, and will always be, the heart of what we do at Skydance.

Our vision is to build a thriving entertainment ecosystem where stories and worlds are imagined, brought to life and experienced. We create for every age and audience, anchored by the strength of our content and experiences and the depth of our connection with fans. We are creator-first, audience-focused, tech-forward, globally scaled.

Here, you'll work with talented teams that move fast, think boldly and collaborate with purpose to deliver results. We aim high, champion the best ideas and win together, earning the trust of our employees, creators, partners and audiences every day.

If you're energized by the opportunity to help build the next-generation global media and entertainment company powered by creativity and technology, we'd be thrilled to welcome you aboard. LET'S GO!

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.

Your Role Accountabilities

• 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

Qualifications & Experience

• 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), ideally gained within the leisure / tourism / attractions industry.
• IT skills with a sound knowledge of Microsoft Office and ideally CRM software
• Demonstrable track record of working to own initiative to test and review new ideas.

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, Skydance / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

About Skydance

Skydance is a next-generation global media and entertainment company, comprised of three business segments: Studios, Direct-to-Consumer, and TV Media. Skydance's portfolio unites legendary brands, including Paramount, Warner Bros., HBO and HBO Max, Paramount+, Pluto TV, CBS, CNN, CBS Sports, TNT Sports, Nickelodeon, Cartoon Network, MTV, Food Network, BET, HGTV, and Comedy Central.

Some Important Details

We embrace 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. In line with the laws of the country or region in which the role is based, this includes consideration without regard to race, color, ethnicity, national origin, citizenship status, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, marital status, pregnancy, parenthood, physical or mental disability, genetic information, military or protected veteran status, union status or any other category protected by applicable 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.