Tour Customer Services Coordinator - Leavesden Green, United Kingdom - Warner Bros Careers

Warner Bros Careers

Verified Company

Leavesden Green, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

_Every great story has a new beginning, and yours starts here._

_ Welcome to Warner Bros. Discoverythe 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.

Our studios are considered one of the foremost motion picture and television production and post-production facilities in the world. They inform, engage, and transport audiences to new worlds.

The key to that lies with our Studio Operations group, which includes areas like soundstage/backlot set rentals, events, design, culinary, construction, landscaping and much more.

Whether it's hosting an unforgettable studio tour, creating an optimal workspace, or equipping talent to tell the best stories, these teams lay the foundation for the memorable experiences we provide.

Your New Role

The Tour Customer Service Coordinator, will provide a first-rate experience for both visitors and customers through acting as the first point of contact for feedback.

This role assists the Customer Services Assistant Manager in managing the volume of feedback was well as updating and maintaining all records.

Your Role Accountabilities

Resolve visitor escalations and complaints in the first instance through adopting an enthusiastic, assertive & passionate approach to Customer Service, ensuring that all feedback is responded to appropriately and within a given time scale stipulated by the Contact Centre Manager.
Carry out quality checks of written correspondence and Visitor feedback responses. Ensure that during all correspondence that the customer service strategy is maintained and the brand of Warner Bros. and Harry Potter is protected.
Champion the customer, ensuring that the team consistently delivers excellent levels of customer service, from the first contact point to the last, excites our visitors, exceeds their expectations, and encourages repeat visits.
Actively monitor the tour website to ensure accuracy and content, as well as working with management teams to update the staff notice boards, ensuring all communication is up to date and relevant.
Work closely with the Visitor Experience Managers and Retail Managers to develop new working practices and operating procedures, particularly in developing effective communication processes to ensure that all stakeholders and the wider business are aware of feedback trends or concerns.
Operate incentive schemes and development of tour staff through exciting and challenging initiatives to encourage high levels of customer service and inclusivity.
Provide reports and stats on visitor feedback when requested by the Senior Leadership team.
Support the Customer Services Assistant Manager in monitoring and reporting on TripAdvisor, Google Review scores and other feedback streams.
Provide support to help develop other areas of the business, such as the call centre if feedback levels are low.
Help the Customer Services Assistant Manager monitor the compensation and stock levels for service recovery.
Where incidents occur, they must ensure that they are reported to the relevant department and must cooperate with any investigation as appropriate.

Qualifications & Experience

Proven Customer Service experience
Experience of having used CRM systems, as well as the MS Office Suite
Knowledge of Health and Safety best practice
High level of written and verbal communication
Process improvement background
Prior experience working in a busy visitor attraction, dealing with visitors

Working pattern & 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 sevenday 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

How We Get Things Done
**The Legal Bits