Bookings and Customer Service Coordinator

Salary
£18,000-£22,000 per annum, pro rata
Hours
Core hours of work will be 36 hours per week
Position Type
Full Time
Location
Greenwich, London
Closing Date
13/09/2019
Advert expires on
20/09/2019

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.