Customer Relations Coordinator

October 14, 2024

Somerset House Trust

London

FULL TIME & OTHER

Description

The Visitor Experience team works across the cultural programme at Somerset House including commercial and live events, exhibitions, performance, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.

We are seeking a Customer Relations Co-ordinator to join the Visitor Experience team to lead on all incoming customer communication, including customer feedback and complaints. You will be a confident communicator both written and verbal and be responsible for answering phone calls, emails and responding to customer feedback, which at times may be complex and challenging. You will be a lead user of Tessitura, our CRM and Ticketing System, including managing customer feedback to ensure it is logged in the CSI (Customer Service Issue) module in Tessitura. You will also be responsible for compiling feedback reports to be shared with the Senior Management Team and these will be used to inform and improve what we do. You will be a key point of contact for our third-party contact centre, creating and updating event information packs, public programme on-sale documentation and responding to queries.

The ideal candidate will have a commitment and passion for ensuring outstanding visitor experience to a diverse audience. A keen eye for detail is essential and a friendly, professional manner. This role requires confident decision making and taking initiative to solve issues independently.

Key Responsibilities

Visitor Experience and Customer Service

Act as the primary point of contact via phone or email for all customer enquiries, feedback and complaints.
Provide exceptional customer service adapting communication styles to suit our diverse visitor demographic.
Resolve customer complaints promptly and efficiently by addressing feedback and managing issues before they escalate.
Problem-solve visitor and site issues that may hinder or damage a visitor’s experience.
Sell tickets over the phone as required, resolving customer ticketing issues and assisting with enquiries including authorising exchanges or refunds.
Refer to and follow Somerset House terms and conditions of sale.
Share your knowledge with customers about events, activities or exhibitions taking place at Somerset House and its history
Lead on group bookings via telephone – including managing multiple payment streams.
Assist visitors with disabilities to support their access needs either by email or phone and help plan their visit, directing them to the appropriate in-house resources.
Train new Visitor Experience Assistants in the use of Tessitura.
Any other duties consistent with the role and as requested by the Head of Visitor Experience or Senior/Visitor Experience Managers.

Administration

Improve departmental administrative systems, ensuring a more streamlined approach to collating feedback.
Lead in sharing information with our offsite contact centre to support on-sale and new event information.
Support event and exhibition preparation, including signage and resources as required.
Take and distribute minutes at team meetings as required.
Share knowledge with colleagues and teach new members of the team procedures, expectations and best practice.

Reporting

Utilise Tessitura, our CRM and ticketing system, to collate all customer feedback and provide reporting and analysis.
Collate information from the Duty Manager reports.
Highlight trends and patterns in customer feedback and collate project or event feedback into a report to be shared with the Senior Management Team.
Make recommendations for change that could improve the overall Visitor Experience based on feedback received.

We are looking for someone who has/is:

Significant experience handling customer complaints and resolving queries, ideally in a ticketing related or customer service environment
Confident working with ticketing systems and databases
Able to effectively prioritise tasks and can demonstrate a detail-oriented work approach
Worked as part of a large team delivering excellent visitor experience/customer service
Experience managing feedback and identifying and suggesting improvements to better the customers’ experience
Experience using a ticketing and CRM system, preferably Tessitura
Strong problem solving and conflict resolution abilities
Attention to detail and accuracy throughout your written work
Excellent customer skills, with strong written and verbal communication
Ability to make decisions confidently and work independently to resolve issues
A passion for Somerset House’s vision, goals and cultural programme

Benefits

Mental Health & Wellbeing

Access to our external Employee Assistance Programme (Ci C) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed
Mental health support and guidance from our in-house trained Mental Health First Aiders

Holiday

Enhanced annual leave – 25 days plus bank holidays (pro rata)

- Birthday leave - additional day leave on or within a week of your birthday

Extra leave for a special event

Other Leave

Sick leave – 20 days full pay, followed by 20 days half pay
Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent
Enhanced maternity pay

Pension

8% employer pension contributions
No minimum requirement for employee contributions
Option for salary exchange
Interest-free loans
Season ticket loan
Cycle to Work scheme

Discounts, offers and free stuff!

The list is endless and includes tickets to Somerset House events and even access to most exhibition launches.

About Somerset House Trust

Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.

Our Commitment to Anti-Racism, Diversity and Inclusion:

Somerset House is open to all and we value the unique skills of everyone. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity and inclusion in our workplace, so if you’re a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background.

Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.

With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the creative economy and the Trust.

We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process. This reinforces our commitment to focusing on the skills and qualifications of all applications from the start.

Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.

The Trust reserves the right to close a job before its application deadline.

Please only apply if you have the right to work in the UK; the Trust cannot currently offer sponsorships.

We regret to inform you that this job opportunity is no longer available