Customer Service Manager for Palace Memberships
3 days ago
About Historic Royal Palaces
We are a team of people who love and look after six of the most wonderful palaces in the world. Our member community is a valuable and engaged audience, whose support helps us achieve our charitable aims.
As an essential part of the Membership team, you will ensure we deliver the highest possible standards of customer care and service across various member touch points. This includes inspiring, training and managing the Membership Services team who assist members via phone, email and post, and administering all membership processes.
You will be an experienced customer service professional, taking the initiative to identify better ways of working and leading by example with values that demonstrate a high level of motivation and enthusiasm. You'll have proven experience in problem solving and excellent communication skills.
Additionally, you'll deal with escalated enquiries and complaints, regularly report on insights from member feedback, and build strong relationships with other teams at Historic Royal Palaces. You'll work with the Membership Development Manager to identify improvements and ensure members have a first-class experience at our palaces.
Job Requirements- Proven experience in customer service and sales, ideally in a charity or heritage organisation with some experience of membership
- Ability to manage a team, with good IT skills, specifically telephone systems, ticketing systems, Outlook, MS Dynamic (or similar CRM), and Excel
Benefits:
- Enhanced holiday entitlement
- Generous employer pension contributions (up to 11%)
- Annual pay reviews and bonuses
- Critical illness cover and life assurance
- Family-friendly policies and benefits
- Staff discounts
This role is not hybrid and is based at Hampton Court Palace. We are an equal opportunities employer and truly value a diverse workforce. Applications are welcome from candidates regardless of their background.
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