Retail Customer Service Coordinator

Job Description

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.

Warner Bros. Studios Leavesden (WBSL) has a typical daily population of some 2,500 comprising permanent staff, production crew and visitors. Since its launch in 2012 it has become the first choice of studio for many leading Directors. The facilities also service TV productions, commercials and music videos. The studio has continued to expand over the past six years with additional sound stages, offices, workshops and an exterior water tank being developed to keep up with demand. Further development is underway for two more sound stages and this is part of an ambitious masterplan with the expectation that the daily population will increase to 3,500.

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 features the 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 corporate events 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 to 9,000 per day at peak.

As part of the delivery of the visitor experience we have many effects and interactives, all housed within our purpose build facility, that excite, engage and provide our visitors with an insight into how these incredible films were made. Working with the latest 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 Job

The goal of this job is to assist the Customer Services Assistant Manager to provide a first-rate experience through the following: Maximise customer satisfaction for Warner Bros. Studio Tour London, and Platform 9 ¾ group, through providing world class service, implementation of the highest administration standards and effective communication. Be the first point of contact for visitor and customer feedback and enquiries. Ensure that all feedback is responded to appropriately and within a given time scale stipulated by the departmental Managers. To assist the Customer Services Assistant Manager in managing the volume of correspondence and update and maintain all records.

The Daily
• Administration of returns and exchanges in a timely manner.
• Ensuring administrative work is accurate and up to date.
• Brief the wider team on lapses and errors discovered from customer enquiries, to prevent reoccurrences.
• Adhering to all H&S policies and procedures to ensure a safe environment for all customers, visitors, and staff.
• Identifying potential out-of-stock issues and communicating back to line manager, buyers, and colleagues.
• Work with shipping companies and their account managers, to provide high levels of service for our customers.
• Participate in cover of the Studio Tour and Platform 9¾ Group as necessary including weekend, bank holiday, school holiday and late evening cover in rotation with other team members.
• Responding to all telephone, email and mail enquiries for our retail and ecommerce operations.
• Representing brand standards in all communication with our customers.
• Feeding back issues to managers, team leaders, buyers, and merchandisers, to keep all members of the team fully aware of feedback.
• Monitoring and reviewing results and evolving processes accordingly.
• Suggest lines to add to our ecommerce operation (based on requests and industry trends).
• Suggest new services and delivery destinations for our ecommerce operation based on enquiries.
• Adhering to all H&S policies and procedures and helping to promote a culture where H&S is of the highest importance & priority.
• Employees are responsible for the safety of themselves, their colleagues, and visitors (where appropriate), in line with the company policies and the law. They must ensure that they follow safe working procedures for all work activities that they undertake.
• Help the Customer Services Assistant Manager monitor the compensation and stock levels for service recovery.
• Keep accurate records of correspondence and report on trends.
• Taking responsibility for own personal development through one-on-one coaching from line manager.
• To carry out any other duties that may reasonably be required in line with your main duties.

The Essentials
• High level of written skills essential.
• PC Literate – Excel and Word.
• Ideally 2 years experience of a large visitor attraction, dealing with visitors.
• Excellent communicator.
• Innovative style and ability to work on own initiative to test and review new ideas.
• Excellent motivator.
• Patience and approachability.
• Awareness of health and safety regulations.
• Confidence to demonstrate Warner Bros. values.

​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 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.

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.

Jobcode: Reference SBJ-rejk92-3-137-171-121-42 in your application.