Customer Relations Manager

Found in: Talent UK C2 - 2 weeks ago

London, United Kingdom Southbank Centre Full time

We are looking for a Customer Relations Manager to join our Visitor Experience and Ticketing department on a permanent full time basis. 

The Customer Relations Manager is a role that responds to customer feedback and complaints, and undertakes key administrative tasks to keep our events running smoothly for visitors. The role sits in the Visitor Experience and Ticketing Department, specifically within the Ticketing Operations team. This team operates key touchpoints for visitors, including our Visitor Contact Centre, Ticket Desks, Members Lounge and customer communications.

Role Objectives

Handle complex and challenging complaints Lead Southbank Centre’s Customer Relations operations, establishing procedures to embed visitor experience into the organisation’s approach and reduce complaints Be Southbank Centre’s point of contact for access bookers, ensuring they receive an efficient and inclusive service Be a champion for all visitors, using feedback to make recommendations to colleagues on operations, ticketing, marketing and programming Coordinate administration relating to customer relations

Shortlisted candidates will display some of the following in their supporting statement:

significant experience resolving complaints in a customer service environment knowledge of accessibility in the arts a strong interest in the arts a positive energy, be a problem solver and always lead by example a skilled communicator that is confident resolving challenging issues in writing, in person and over the phone confident working with databases and ticketing systems able to stay calm under pressure and independently solve problems well organised with excellent attention to detail  a team player and is able to establish good working relationships and support others confident producing and analysing reports demonstrate an understanding of and commitment to the role that diversity and inclusion play in the activities of the Southbank Centre as a whole and in the work of this particular job able to work flexibly in the evenings and at weekends

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