Customer Relations Assistant

We are Wales Millennium Centre - Fire for the Imagination

**About WMC/Our Department**:
Innovation is important to us and a big part of the work we do in the Customer Relations team. Within the last few years, we have launched e-tickets, online ticket exchange service, web chat and enabled Group bookers to edit and pay for their bookings online.

Ffrwnais, our brand-new café bar in the heart of our foyer has just opened. It’s a great place to work, meet and relax. In collaboration with our Customer Experience and Food and Beverage team, we will be welcoming customers to this gateway to the arts, sharing our workspace and helping all who come through our doors, feel at home.

**About the Role and Responsibilities**:
This is an exciting time to work as part of the Customer Relations team. We are looking for an innovative individual who will be able to provide a knowledgeable and passionate service; to openly welcome all customers and to promote Wales Millennium Centre and its activities through all streams of communication.

as well as coming up with new ideas and ways we can improve the customer service journey

As a Customer Relations Assistant, you will report to our Customer Relations Supervisors in our Contact Centre helping to run and maintain our daily operations on site. Your job will include:

- Supporting the Customer Relations Management team with the audience incoming for shows,
- Using your interpersonal and communication skills to assist our customers via our various communication channels,
- Working as part of the operational team with our Customer Experience team and Food and Beverage team,
- Working alongside other departments, including our Marketing and Digital team, Community, Creative Learning and Finance.

**What’s in it for you?**
- 33 days of annual leave including bank holidays, plus the opportunity to buy or sell up to 5 days annual leave each year
- 8% Company contributed pension (for your 3% contribution)
- Health cash plan: receive money towards dental and optical care, complimentary treatments such as chiropractic, osteopathic and acupuncture treatments.
- Medical Assistance membership which includes remote access to GP, counselling, and physiotherapy sessions
- Employee assistance programmes which include access to support services for legal, financial, and family concerns
- Life assurance of 4x annual salary.
- CLWB - Our employee social group
- NEWID - our Equality, Diversity, and Inclusion networking group who meet monthly to discuss new ideas and training opportunities to improve all aspects of employment at WMC.
- Free access to learn Welsh online
- £5 all-day parking available on working and non-working days.
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- Noder na fydd ceisiadau trwy Indeed yn cael eu derbyn.

Ni yw Canolfan Mileniwm Cymru. Tanwydd i’r dychymyg

**Amdanom ni/Ein Hadran**:
Yr Adran Cysylltiadau Cwsmeriaid yw'r pwynt cyswllt cyntaf i bawb sy'n ymweld â Chanolfan Mileniwm Cymru. Mae ein hadran yn gyfrifol am ateb holl ymholiadau cwsmeriaid dros y ffôn, drwy e-bost neu gwe-sgwrs ac yn wyneb yn wyneb yn ein Canolfan Gyswllt sydd wedi'i leoli ym mlaen y tŷ. Rydym yn cynnig arweiniad i gwsmeriaid yn ddyddiol ar beth i'w wneud a'i weld yn y Ganolfan, yn ogystal â sut i ddefnyddio ein hoffer hunanwasanaeth ar ein gwefan. Yn ogystal rydym yn helpu'r rhai ag anghenion hygyrchedd ac yn codi ymwybyddiaeth cwsmeriaid o nodau ein helusen a’n gwaith cymunedol.

Mae arloesi yn bwysig i ni ac yn rhan fawr o'r gwaith a wnawn yn y tîm Cysylltiadau Cwsmeriaid. O fewn yr ychydig flynyddoedd diwethaf, rydym wedi lansio e-docynnau, gwasanaeth cyfnewid tocynnau ar-lein a gwe-sgwrs. Rydym hefyd wedi galluogi archebwyr Grŵp i olygu a thalu am eu harchebion ar-lein.

Mae Ffwrnais, ein bar caffi newydd, bellach wedi agor yn ein cyntedd. Ffwrnais yw’r lle perffaith i weithio, cyfarfod ac ymlacio. Mewn cydweithrediad â’n tîm Profiad Cwsmer a Bwyd a Diod, byddwn yn croesawu cwsmeriaid i’r porth hwn i’r celfyddydau, gan rannu ein gofod gwaith a helpu pawb sy’n dod drwy ein drysau i deimlo’n gartrefol.

**Ynglŷn â’r Rôl a’r Cyfrifoldebau**:
Mae hwn yn amser cyffrous i fod yn rhan o'r tîm Cysylltiadau Cwsmeriaid. Rydym yn chwilio am unigolyn arloesol a fydd yn gallu darparu gwasanaeth gwybodus ac angerddol ynghyd â chroeso cynnes i bob cwsmer, gan hyrwyddo Canolfan Mileniwm Cymru a'i gweithgareddau drwy bob ffrwd cyfathrebu. Bydd disgwyl i chi hefyd ddarparu adborth a syniadau newydd i wella ein gwasanaeth ar gyfer cwsmeriaid.Fel Cynorthwy-ydd Cysylltiadau Cwsmeriaid, byddwch yn atebol i'n Goruchwylwyr Cysylltiadau Cwsmeriaid yn ein Canolfan Gyswllt gan helpu i redeg a chynnal ein gweithrediadau dyddiol ar y safle. Bydd eich swydd yn cynnwys:

- Defnyddio ein system Rheoli Cysylltiadau Cwsmeriaid (Tessitura), Gwasanaeth Gwe-Sgwrsio, system Ffôn ac E-bost i gyfathrebu a phrosesu gwybodaeth a