Looking for Full Time Customer Support Team Leader Job
Job Type - Full time
Salary - £32,900 - £36,505 per annum, depending on skills and experience [Band C]
Location - Kew Gardens, Richmond, Hybrid
Customer care is a vital component for the success of RBG Kew. Serving 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. The team help high numbers of visitors each day, primarily by phone and email.
Reporting to the Customer Care Manager, the Customer Support Team leader is a key role ensuring the Customer Care team provide world class customer service to members and visitors. This role is mainly office-based, acting as the direct line manager for part of the team, and supporting the team as a whole on a day-to-day basis. This includes supporting with contacts and being a point of escalation when needed.
Applicants should demonstrate leadership skills, as well as excellent customer service across a variety of customers and topics. The role is mainly Monday to Friday, with occasional weekend working, depending on the business needs. The team works 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 with management in a customer service or customer facing role is essential. The successful candidate will have a high standard of tech literacy and be confident using CRM and ticketing systems. Proven ability to maintain KPIs and SLAs in a team environment would also be valuable.
Interviews are due to take place week commencing 21st April.
This role is based at Kew with the option of regular home working, subject to operational requirements.
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