Guest Services Communications Coordinator, 12 Month Fixed Term Contract - London, United Kingdom

About the Role & Team

A 12-month contract opportunity to join our Disney Store Guest Services team. Bring your customer service skills and administration know how together in this rewarding role!

Create and curate content for knowledge articles and daily update communications to enhance the Guest Service experience. Champion the Guest-facing Knowledge Base (KB) and provide expertise in our processes and systems. Responsible for responding to escalated queries for all of the Disney lines of business, as needed, ensuring compliance with legal and business conduct standards (for example GDPR, Data Protection, Privacy, and other relevant regulations).

This role will require you to be onsite 4 days a week in our Hammersmith, west London office, plus one day working from home.

What You Will Do

Knowledge Base (KB) and Customer Portal

• Develop and maintain the Knowledge Management (KM) vision, adapting as needed. Responsible for efficient end-to-end delivery of KM process, including: managing the help pages across all markets; writing Guest-facing copy for EMEA customer portal and ad-hoc communications to Disney Guests, upholding and protecting the Disney tone of voice (TOV) within Company guidelines and vision

• Ensure that KB is up to date for all markets, making sure any in market differences are identified and communicated effectively

• Use reports to manage KM and quality assurance

GDPR

• Be the General Data Protection Regulation (GDPR [EU & UK]) expert – attend all essential training to maintain current knowledge

• Handle and respond to data subject access requests Guest contacts in line with business requirements

Guest Service Centre

• Act as point of contact and support for our vendor and social media/escalations team

• Monitor and resolve issues around system logins (Zendesk/Sterling/Mozart etc.) for Guest Service Centre Agents

• Coordinate and lead any required Guest Service vendor related meetings

• Distribute weekly/monthly ‘Points Raised’ reports with an approved distribution list to enable the business to improve processes and the Guest experience

General

• Support with communication between the Guest Service Centre and other Head office departments

• Accurately process all UK and Continent bank transfer requests – adhering to all related policy and process

• Support with the development of our processes to allow improved efficiencies and enhanced Guest Service

Required Qualifications & Skills

• Demonstrable knowledge and understanding of Data Protection Regulations

• Experience working with Knowledge Base Management Software, preferably Zendesk

• Experience of writing public-facing copy and/or customer communications in retail/commercial organisations

• Experience resolving Guest / Customer queries

• Demonstrable understanding of Guests, their behaviours, trends and expectations

• Ability to prioritise tasks throughout the day, to meet deadlines

• Highly professional and inclusive written and spoken communication skills with a passion for delivering excellent standards of service, internally and externally

• Ability to work independently, use own initiative, and seek solutions to problems whilst handling confidential information with discretion

• Ability to work and thrive within a matrix organisation across multiple markets

• Strong written and spoken English for business use, essential; professional proficiency in other European languages desirable

The Perks

• 25 days annual leave

• Private medical insurance & dental care

• Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free

• Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing

• Excellent parental and guardian leave

• Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.