Onsite Customer Experience Coordinator

Warner Bros. Discovery, Inc.; Greater London; On-site; GBP 23,000 - 29,000; Full time

Job summary

Warner Bros. Studio Tour London is looking for a Customer Services Coordinator to be the first point of contact for visitor experience and retail inquiries, both in-store and online.

This onsite role supports customer engagement, returns and exchanges, and works with stakeholders to maintain high service standards. You will join a high-performing team dedicated to delivering exceptional experiences and continuous improvement across all touchpoints within the Visitor Experience and Retail

Qualifications

• Strong attention to detail.
• Advanced verbal communication skills; approachable and patient with a commitment to ensuring best in class customer experience.
• Proven track record in a customer services or equivalent environment (2+ years), ideally in leisure/tourism/attractions.
• IT skills with Microsoft Office and experience with CRM software.
• Demonstrable initiative to test and review new ideas.

Responsibilities

• Champion the visitor journey with on-brand customer service across all contact points, exceeding expectations.
• Maintain accurate online content, support stakeholder communications, and contribute to customer service initiatives.
• Provide operational and administrative support, including customer engagement and timely processing of returns and exchanges across channels.
• Collaborate with stakeholders to develop procedures, quality-check communications, and monitor customer feedback across platforms.
• Manage customer correspondence to service standards and respond within defined timeframes.
• Support and help devise internal employee engagement programmes.

Skills

Attention to detail

Verbal communication

Customer service experience

MS Office

Initiative

Tools

CRM software

Job description

Warner Bros. Studio Tour London is looking for a Customer Services Coordinator to be the first point of contact for visitor experience and retail inquiries, both in-store and online.

This onsite role supports customer engagement, returns and exchanges, and works with stakeholders to maintain high service standards. You will join a high-performing team dedicated to delivering exceptional experiences and continuous improvement across all touchpoints within the Visitor Experience and Retail