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Customer Service Manager
2 months ago
About the Role
We are seeking a highly motivated and experienced Customer Service Manager to lead our Welcome Team in delivering exceptional service to our visitors and driving performance to achieve our fundraising targets. As a key lead, you will work alongside the team to create a memorable experience for our visitors, ensuring they feel connected to our cause every time they visit.
Key Responsibilities
- Lead the Welcome Team in busy receptions, on event days, and in pop-up welcome points across the estate.
- Work towards achieving membership and growing support targets while supporting and motivating team members in partnership with your peers.
- Develop and implement strategies to improve customer service and experience, ensuring high standards are consistently met.
- Collaborate with the Visitor Welcome Manager to drive performance and achieve fundraising targets.
- Provide excellent customer service, responding to visitor queries and concerns in a professional and courteous manner.
Requirements
- Experience in visitor services, preferably in the tourist or heritage sector.
- Natural curiosity about people, with an understanding of how to achieve the highest standards of customer service.
- Ability to work to sales targets and confidently sell the benefits of becoming a member.
- Well-organized and motivated, with a 'can-do' attitude.
- Comfortable with IT skills, including all MS Office applications.
What We Offer
- Substantial pension scheme of up to 10% basic salary.
- Free entry to National Trust places for you, a guest, and your children (under 18).
- Rental deposit loan scheme.
- Season ticket loan.
- EV car lease scheme.
- Perks at work discounts, including gym memberships, shopping discount codes, and cinema discounts.
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible.
- Employee assistance programme.
- Free parking at most Trust places.
