Guest Experience Coordinator (Studio Tour & Retail)

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

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.