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Customer Services Assistant
3 months ago
**Location**: Fairford
**Who are we?**
The Royal Air Force Charitable Trust Enterprises (RAFCTE) runs the Royal International Air Tattoo (RIAT) at RAF Fairford annually. This 3-day public event attracts up to 200,000 visitors annually, who come to see the amazing air display alongside inspiring and unique aircraft and technologies on the ground.
Our profits are gifted to our parent charity the Royal Air Force Charitable Trust. The Trust provides grants that deliver innovative STEM and aviation opportunities to young people to fulfil their potential in air, space and technology as well as promoting the RAF.
**What are we looking for?**
We are looking for a Customer Service Assistant to join us to help in the delivery of the Royal International Air Tattoo 2024.
- Your main responsibilities will include:_
We are looking for a Customer Service Assistant to join us to help in the delivery of the Royal International Air Tattoo 2024.
- Your main responsibilities will include:_
**Customer Services General Duties**:
- Support the smooth running of the Customer Services department by providing a timely and comprehensive service to all customers, with particular emphasis on RIAT ticket and merchandise sales.
- Undertakes tasks to support the business vision.
- No specific budgeting or forecasting responsibility but contributes to achieving the annual budgets for office stationery supplies and ticket/enclosure sales targets.
- Support the capture and secure protection of customer information, ensuring GDPR best practice is always followed.
- Support all aspects of the ticket and merchandise sales processes.
- Carry out assigned duties associated with and at RIAT and any other event.
- Understand and support ticket sales, along with the refund/return process.
- Be the first point of contact for all customer complaints and enquiries; these need to be prioritised and aim to respond to the customer within 48hrs.
- Liaise with all departments to resolve customer service issues.
- Pack up and mail out enclosure and parking passes as required.
- Maintain stationery supplies.
- As required, order lunches for meetings
- Action all incoming calls as quickly and efficiently as possible to achieve the department standard of an average call time of 4 mins.
- Book meeting rooms in Outlook as requested by other staff members.
- Attend fire training in order to assist with fire evacuation processes swiftly, ensuring the log is kept up to date.
- Cover the front desk to greet customers/visitors to DBH in a friendly manner.
- Take local resident orders face-to-face at DBH - those who are unable to book online or over the phone due to ID process.
- Advise Marketing when FAQs on website need to be updated.
**Showtime**:
- In addition to general ticket enquiries and the above responsibilities, take over the management of the local resident call line by logging all incoming calls over the show week for action.
- Facilitate the increased number of visitors to DBH that require assistance.
**What we will offer**
A salary of £23,175 per annum pro rata is accompanied by pension, and we also hold staff wellbeing and social events throughout the year.
You will also be given two complimentary tickets to The Royal International Air Tattoo and a staff discount of 50% for an additional six.
**About You**
If you have previous customer service experience, with the ability to multitask whilst working under pressure, along with good verbal communication then we would strongly encourage you to apply.
IT Literate with Microsoft office experience is essential along with database management would be desirable.
**Application Process**
**Job Types**: Full-time, Fixed term contract
**Salary**: £23,175.00 per year
**Benefits**:
- Employee discount
- Free parking
- On-site parking
Schedule:
- Monday to Friday
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Ability to Commute:
- Fairford (required)
Ability to Relocate:
- Fairford: Relocate before starting work (required)
Work Location: In person
