Bookings and Customer Service Coordinator

£18,000-£22,000 per annum, pro rata
Core hours of work will be 36 hours per week
Position Type
Full Time
Greenwich, London
Closing Date
Advert expires on

Royal Museums Greenwich

Main Duties

Core responsibilities:

· Greeting and welcoming visitors both in person and by phone at Callender reception (NMM), reception desk at PPMCC and the bookings office.

· To actively cross sell tickets and merchandise (e.g. tickets to Museum events and Guidebooks) to all Museum sites to enhance the visitor experience.

· Fulfill the needs of the switchboard by answering calls and enquiries.

· Process all Museum activity bookings (including learning, travel trade, groups and catering), from initial point of contact to end.

· Deal with all enquiries and resolve problems, ensuring the response follows RMG Customer Service procedures and processes.

· Monitor and Respond to complaints and feedback (including social media).

· Manage all urgent visitor notices on RMG website and update ticket prices when needed.

· Promote RMG sites and events. Upsell tickets where appropriate.

· Develop and communicate your knowledge (of RMG sites, gallery contents, RMG activities and retail products) to external enquirers, ensure feedback is passed onto relevant staff.

· Generate reports and collate data for internal departments.

· Work closely with the front of house teams to ensure there is effective communication, around all bookings and commercial activity.

· Monitor all systems and the website to ensure optimum performance and accuracy, reporting any issues to the Bookings and Customer Service Manager.

· Perform a variety of administrative duties.

· Have exceptional standards of personal presentation, wearing smart clothing and ID at all times.

· Be aware of and adhere to RMG procedures and policies. Ensure safety, security, and compliance of the reception area.

· Work as part of a team to promote the RMG values.

· Perform other duties as assigned.

Skills and Experience

Skills and Experience

· Excellent customer service skills

· Strong Sales Skills

· A calm, courteous, polite and professional manner.

· Excellent written and spoken communication skills.

· A strong background in all Microsoft Office programs. A willingness to learn new systems where needed.

· The ability to solve problems, remaining calm and professional and to ask for assistance where necessary.

· A willingness to learn and develop

· Reliable and flexible

· A great team player

Terms and Conditions: Your core hours of work will be 36 hours per week net (i.e. excluding 1 hour per day in rest breaks), with shifts between 8am and 6pm including weekends and bank holidays. Shifts will be variable and subject to operational requirements.