Job Description

Description

We are currently looking for a

Customer Relations Manager

to join our Visitor Experience & Ticketing teams on a full time, permanent contract.



The

Customer Relations Manager

is a role that responds to customer feedback and complaints, leads on change and improvement to the audience experience, and undertakes essential administrative tasks to keep our events running smoothly for visitors. The role sits within the Ticketing Operations team. This team operates key touchpoints for visitors, including our Visitor Contact Centre, Ticket Desks, Members Lounge and customer communications.

Please note that this role is located in an open-plan office environment. Shifts will vary and be across 7 days per week, including some evening and weekend working. The role is focussed on working in person with operational staff across Visitor Experience and Ticketing. As a result, the majority of this role is carried out onsite at the Southbank Centre.

Please download the attached 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.

The deadline for applications is 23:59 on the closing date for the job posting.



Please note, applications sent via Email or 3rd party agencies

will not be considered

.



Need reasonable adjustments? Please contact us so we can help make the application process accessible to you. Be sure to include the job you are applying for and your full name.



We welcome applications from all backgrounds. By attracting people with diverse attitudes, opinions and beliefs we can continue to look at the world with fresh eyes and find new ways of doing things. The Southbank Centre is a warm and welcoming place to work, with great aspirations and ambitions to create great and accessible work for all. We pride ourselves in building a supportive environment to enable the development of our colleagues.

Key Responsibilities

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

Skills & Experience

Has significant experience resolving complaints in a customer service environment

Can bring a positive energy, be a problem solver and always lead by example
Is a skilled communicator that is confident resolving challenging issues in writing, in person and over the phone
Is confident working with databases and ticketing systems
Is able to stay calm under pressure and independently solve problems

Benefits

As well as working at one of London's most popular and exciting sites the successful candidate will also benefit from the following:





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.