Customer Support Assistant
About The Position
Customer care is a vital component for the success of RBG Kew. We have a variety of audiences, including day visitors, event ticket holders and a pool of over 100,000 members - customer service is central to Kew's values and ambitions. Reporting to the Customer Care Team Leader, the Customer Support Assistant is a key role ensuring the provision of world class customer service to members and visitors through a variety of touchpoints. This is mainly an office-based position dealing with telephone and e-mail enquiries, but also including time in a front of house position in face-to-face interactions with visitors. This role is vital in helping us to maintain a positive long-term relationship with all audiences, and especially returning visitors or Kew members. The Customer Support Assistant will also support the with some business administrative tasks in the back office. Applicants should demonstrate excellent customer service skills whilst dealing with a variety of customers and topics. The role includes a shift pattern across 7 days a week and usually work hours are between 9am and 5:30 pm, although hours outside of this may sometimes be required depending on events needing support. Previous experience in a customer service/customer-facing role is essential. Experience dealing with ticketing, memberships or subscriptions would be ideal. We are looking for candidates with the ability to prioritise effectively, maintain confidence in a busy environment, and remain solutions focused. Attention to detail and accuracy of data entry is vital to this role, a variety of systems are used daily to serve our customers so confidence Microsoft Suite programs and learning new processes would be a plus. This role is based at Kew with the option of occasional home working, subject to operational requirements and business needs. The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth. We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history. Join us on our journey as protectors of the world's plants and fungi.
Requirements
- Excellent customer service skills
- Previous experience in a customer service/customer-facing role is essential
- Ability to prioritise effectively
- Ability to maintain confidence in a busy environment
- Ability to remain solutions focused
- Attention to detail and accuracy of data entry
- Confidence Microsoft Suite programs and learning new processes
Nice To Haves
- Experience dealing with ticketing, memberships or subscriptions
Benefits
- Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership.
- We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
