Assistant Customer Experience Manager

3 weeks ago

Southwark Greater London, United Kingdom The View from The Shard Full time

5 hours per week on a roster pattern that will include weekends, bank holidays and evenings
33 days Holiday (pro-rata)
Length of Service Benefit
additional day holiday for every year (capped at 5 years)
Employer pension contribution of 5% of your annual salary
Private Medical Insurance
Life Assurance
You will manage the day-to-day running of the attraction, whilst ensuring our guests enjoy a premium quality guest focused service. You will support the Sales Function by maximising income generation activities. You will lead our Front of House Team, and will motivate our staff to deliver an engaging service of excellence.
You have a passion for delivering great service, and you are experienced in leading Front of House Teams. To ensure an excellent standard of customer service is delivered by all team members by monitoring and continually seeking to improve customer service standards
Manage customer complaints and queries in the first instance and know when it is appropriate to escalate the complaint to a more senior manager
main entrance, box office, photo opportunity, F&B areas, the viewing galleries, and retail area etc. COMMERCIAL AND TICKETING
Oversee the operation of the box office, ticketing and retail areas (including supporting the photo opportunity and F&B).
Support with the fulfilment and dispatching of online orders on a timely basis
Management of receiving on-site stock deliveries
Ensure a smooth running of the retail shop, ensuring all goods are received, and stored correctly and replenishment when required.
Support with completing stock takes and rolling stock takes when required.
To oversee the cash office function and support the Cashier when necessary
PERFORMANCE AND RESOURCE MANAGEMENT
Actively promote the processes of the annual staff appraisal system aimed at supporting and encouraging staff to give of their best performance and strive for operational and service excellence
Active support of structured training programmes in line with any brand, vision, culture and values, statutory requirements (e.g. Assist with a structured programme of training and systematically review/give constructive
to ensure that procedures and required standards of performance are made clear
Effective performance and attendance managements
Management of the staff roster
To frequently work Duty Manager Shifts, acting as the main point of contact regarding the daily management of the operation and responsible for the general running of the attraction.
To support the Senior Management Team in adopting the role of Bronze Command in an Incident Management Situation by implementing key decisions and instigations made by the SMT.
Support the Operations team with developing a comprehensive set of Standard Operating Procedures (SOP's) relating to ticketing, retail and e-commerce and ensuring these are practiced
To undertake and ensure compliance with Health, Safety and Fire procedures
To support the retail function with system administration on an ad hoc basis.
To work and manage out of hours event and supporting our growing events department.
Demonstrable evidence of delivering excellent customer service and maximising revenue generation, ideally within a large visitor attraction or entertainment venue
Experience of achieving performance objectives, particularly with regards revenue generation
Good knowledge and experience of providing premium customer service
Strong interpersonal skills with competence in building and maintaining effective working relationships at all levels of the organisation and with external stakeholders
Knowledge and experience of implementing HR policy and procedures in the workplace, including recruitment and health & safety
Excellent communication, customer service and influencing skills, communicating clearly and confidently in English to a diverse range of guests, staff, peers and managers verbally and in writing
Proficient in the use of Information Technology, able to design and maintain spread sheets and analyse data produced with a good working knowledge of Microsoft Office with the ability to quickly and easily learn other software
Able to use telephones, radios, computers and other technology as required, to aid carrying out your duties

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