Customer Service Operative

Role summary

This role exists to provide excellent front line telephone customer service to staff, tenants, productions and those making external enquiries.

Principle accountabilities

• Act as the first point of contact for incoming calls for Shepperton Studios, providing customers with an easy ‘one stop’ telephone point
• Welcome, support and deal with phone enquiries promptly and helpfully and direct them to the relevant team or individual
• Update the SBS with extension numbers
• Update the telephone return spreadsheet for Shepperton and for invoicing
• Update and maintain the Mitel/Super Directory
• Act as first point of contact for any Facility Services/ Operational issues and requests, logging all maintenance work orders & defects
• If professional or specialist advice is required, arrange to call back at a time convenient. If any follow-up action to an enquiry is needed, obtain the information and relay back to the client

Nature and scope

The above accountabilities take up most of their time, which is usually spent manning the Studio’s phones and providing planning and administrative support to the Studio Management team. There is minimal planning, and they usually operate day-to-day or task to task. There is some technical skill needed which can be trained on the job, but a customer service-focussed approach is essential for success. There is minimal supervision from line management, but minimal autonomy as most of the work is repetitive tasks where there is an established process to follow.

High performing employees may seek process improvement or cost efficiencies.

Skills and experience

• GCSEs passes in Math's and English or equivalent
• Working knowledge of Microsoft Office suite
• Excellent customer service and communication skills
• Able to commute between Studios on an ad hoc basis
• May be required to work remotely in the event of a business continuity event.
• Customer service experience desirable but not essential

Other information

• Role location: Shepperton Studios
• Competitive starting salary and discretionary annual bonus of up to 7.5% based.
• 12.5 days’ holiday for FTC with the option to buy 3 additional days, plus English public holidays.
• Pension scheme 5% employer contribution and 3% minimum employee contribution.
• Comprehensive private medical healthcare from Bupa, including cover for pre-existing conditions, dental and optical cover.
• Income Protection for yourself, up to 75% of salary.
• Life assurance of 4 x annual salary.
• £3.20 per day Pinewood canteen subsidy.
• Two days per year volunteering allowance for our local communities.
• Saving Account with Fidelity.
• Various other staff perks including but not limited to, gym and retail discounts, free film screenings and staff events. 

Closing date for applications is 18th June 2024.

Pinewood Group is an equal opportunities employer. We are highly committed to building a diverse and inclusive culture for our people and actively welcome applications from people of all backgrounds.

As such we would invite you to please complete our Diversity Monitoring Survey. We collect this information for equality monitoring purposes, as permitted by law, but you do not have to complete this form. If you choose to provide this information, you will help us to develop our equal opportunities policies and to monitor each stage of recruitment. All the information you provide will be anonymous and is not considered with your application.

Please let us know if you require any reasonable adjustments to be made to any stage of the recruitment process in your cover letter.