We are looking for a Customer Relations Manager to join our Visitor Experience and Ticketing department on a permanent full time basis.
The Customer Relations Manager is a role that responds to customer feedback and complaints, and undertakes key administrative tasks to keep our events running smoothly for visitors. The role sits in the Visitor Experience and Ticketing Department, specifically within the Ticketing Operations team. This team operates key touchpoints for visitors, including our Visitor Contact Centre, Ticket Desks, Members Lounge and customer communications.
Role Objectives
1. Handle complex and challenging complaints
2. Lead Southbank Centre’s Customer Relations operations, establishing procedures to embed visitor experience into the organisation’s approach and reduce complaints
3. Be Southbank Centre’s point of contact for access bookers, ensuring they receive an efficient and inclusive service
4. Be a champion for all visitors, using feedback to make recommendations to colleagues on operations, ticketing, marketing and programming
5. Coordinate administration relating to customer relations
Shortlisted candidates will display some of the following in their supporting statement:
6. significant experience resolving complaints in a customer service environment
7. knowledge of accessibility in the arts
8. a strong interest in the arts
9. a positive energy, be a problem solver and always lead by example
10. a skilled communicator that is confident resolving challenging issues in writing, in person and over the phone
11. confident working with databases and ticketing systems
12. able to stay calm under pressure and independently solve problems
13. well organised with excellent attention to detail
14. a team player and is able to establish good working relationships and support others
15. confident producing and analysing reports
16. demonstrate an understanding of and commitment to the role that diversity and inclusion play in the activities of the Southbank Centre as a whole and in the work of this particular job
17. able to work flexibly in the evenings and at weekends