Contact Centre Customer Services Coordinator

This is a Full Time Job

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.

Key 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

Essential Skills
Required
• 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)
• IT skills with a sound knowledge of Microsoft Office.
• Demonstrable track record of working to own initiative to test and review new ideas.

Additional:
• Experience in the leisure / tourism / attractions industry an advantage.
• Experience with CRM / Stock Management software
• Awareness of health and safety regulations.

Working pattern:

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.

#T&R

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