Visitor Contact Assistant

**Description**:
We are currently looking for two **Visitor Contact Assistants** to join our Visitor Experience and Sales team on a 12 month, fixed term contract. One position will be full time and one position will be a 20 hours per week, part time position.

Visitor Contact Assistants are the face of Southbank Centre, offering a fast, efficient and knowledgeable service, ensuring a world class experience for all our visitors.

Our Visitor Contact Assistants provide exceptional customer service across our diverse arts and events programme.

**Please download the attached Job Description for a full overview of this role's responsibilities.**
If you are viewing on a job board, please paste the following URL into your browser to find the original advert: careers.southbankcentre.co.uk

The annual salary stated is based on the Full-Time Equivalent (40 hours per week). If the job is part-time, the weekly hours will be stated within the advert.

**Key Responsibilities**:
Respond, investigate and resolve customer complaints and issues. Take ownership of issues but escalate when necessary.

Provide an exceptional, positive and accessible service to all customers and colleagues. To offer a fast, efficient and knowledgeable service, ensuring a world class experience. Support customer relations including complaint handling, refunds, event changes, and customer feedback Actively engage with Southbank Centre’s arts and events programme, values, brand and tone of voice. Ensuring a consistent approach across all channels
- Have a commercial approach, meeting daily targets and KPIs, seeking opportunities to up and cross-sell tickets, membership and donations

**Skills & Experience**:
Exceptional customer service skills including the ability to assist all visitors in a helpful, friendly, courteous and confident manner

Demonstrable experience working in a customer facing and ticketing environment, providing excellent service and resolving visitor issues Respond, investigate and resolve customer complaints and issues. Take ownership of issues but escalate when necessary. Experience of working with Tessitura or other ticketing software and experience of using Zendesk or other similar software
- Demonstrably strong verbal and written communication skills

**Benefits**:

- A min 5% pension contribution (going up to 8% depending on employee contribution), from day 1 of employment
- 28 days annual leave, plus bank holidays
- Enhanced sick pay
- Enhanced family leave benefits
- Up to 30% discounts at onsite retail, food and beverage vendors
- Staff ticket offers for SC events
- Free entry to Hayward Gallery
- Free/discounted entry with other reciprocal organisations
- Free staff yoga

**About Southbank Centre**:
Southbank Centre, the largest arts centre in Europe and the UK's 5th most visited attraction, is at the heart of London’s cultural life. Spanning 11 acres, this iconic venue offers a diverse range of great art and culture, bringing people together through unforgettable experiences.

From internationally renowned artists to emerging talent, Southbank Centre provides a platform for creativity to flourish. Its impressive facilities include the Royal Festival Hall, Queen Elizabeth Hall, Purcell Room, Hayward Gallery, National Poetry Library, and the Arts Council Collection. The centre is also home to six Resident Orchestras, offering exceptional musical performances. Moreover, Southbank Centre is committed to inclusivity, ensuring that everyone can have access to the arts through their creative learning and participation activities.

As a registered charity and a National Portfolio Organisation, Southbank Centre is esteemed for its contribution to the arts and its dedication to fostering cultural experiences that inspire and captivate audiences worldwide.