Josh Dutfield

I am a passionate and experienced customer service and visitor experience professional. I have over ten years of experience in the theatre and tourism industry. I have recently relocated to Northamptonshire to be closer to family. During my time at Warner Bros studio Tour London, I was honoured to have experienced the following; .

• Winner of ‘Star of the Year’ 2019 for providing exceptional customer service.
• 3 time winner of ‘Star of the Month’ (employee of the month) from a staff team of over 300 employees
• Chosen to be personally mentored by Sarah Roots (Vice President Warner Bros Studio Tour and Retail Worldwide).
• Organised the first Studio Tour Pride event; which included a week-long of events, concluding with a live band, themed food, and raised £1000 for an LGBT charity.
• Committee member of WB PRIDE (LGBT Business Resource Group).
• Worked with an agency to design and create LGBT Pin badges in the shape of the WB Shield, and secured approval for them to be worn by all Warner Bros. UK Staff.

Warner Bros. Studio Tour Customer Services Coordinator (Office Role)

2022 - 2024 

• Managing and resolving all visitor complaints, comments and suggestions within business time frame of 3-5 working days.
• Responsible for dealing with any escalated/challenging emails and calls.
• Delivering training to all new staters to inspire them about the positive impact they can make when dealing with customers.
• Responsible for presenting ‘Star of the Month’ certificates to successful winners in team briefings to promote and celebrate their achievements in front of their team.
• Reviewing all Google and Trip Advisor reviews, followed by creating and sharing a report to senior managers.
• Designing and implementing non-sales based, mostly peer-to-peer nominated, staff incentives.
• Updating information screens for all staff, including positive visitor mentions to anyone personally named.
• Creating positive feedback cards from all visitor mentions that includes staff names, which the General Manager personally signs.

11 G.C.S.E’s including English, Maths, Science and Welsh A levels; Art, IT and Sociology