Customer relations manager

Closing date: 12th May 2024

Salary: £30,000 to £32,000 per annum

Love problem-solving and working with the public? We are looking for a customer relations manager to join our Visitor Experience and Ticketing department on a permanent full-time basis. 

The Southbank Centre is Europe’s largest arts centre and one of the UK’s top five visitor attractions, occupying an 11-acre site that sits in the midst of London’s most vibrant cultural quarter on the South Bank of the Thames.

The Customer Relations Manager is a role that responds to customer feedback and complaints, and undertakes key administrative tasks to keep our events running smoothly for visitors. The role sits in the Visitor Experience and Ticketing Department, specifically within the Ticketing Operations team. This team operates key touchpoints for visitors, including our Visitor Contact Centre, Ticket Desks, Members Lounge and customer communications.

Areas of responsibility

• 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

Knowledge, skills and experience

• Significant experience resolving complaints in a customer service environment
• Knowledge of accessibility in the arts
• A strong interest in the arts
• A positive energy, be a problem solver and always lead by example
• A skilled communicator that is confident resolving challenging issues in writing, in person and over the phone
• Confident working with databases and ticketing systems
• Able to stay calm under pressure and independently solve problems
• Well organised with excellent attention to detail 
• A team player and is able to establish good working relationships and support others
• Confident producing and analysing reports
• Demonstrate an understanding of and commitment to the role that diversity and inclusion play in the activities of the Southbank Centre as a whole and in the work of this particular job
• Able to work flexibly in the evenings and at weekends

If you feel you have just some of the required skills and experience but meet the person specification, we would still encourage you to apply; we are very open to continuing the training and development of individuals who are self motivated to acquire new skills and knowledge relevant to the role.

Benefits & perks

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

• a min 5%  pension contribution (going up to 8% depending on employee contribution)
• 28 days annual leave, plus bank holidays
• Enhanced sick pay
• Enhanced family leave benefits
• Discount at all  onsite retail, food and beverage vendors
• Free staff tickets for SC events
• Free entry to Hayward Gallery
• Free/discounted entry to other institutes such as the Tate
• Free staff yoga

We welcome applications from people from a Black, Asian or Ethnically Diverse background or those who are D/deaf or disabled. If you wish to discuss reasonable adjustments such as a BSL interpreter for your interview please indicate this on your application form. Interviews will take place at The Southbank Centre. If you would like to speak to someone about any adjustments or concerns you can also email hrteam@southbankcentre.co.uk and we will be in touch with you to make the necessary arrangements. 

By attracting people to work for us from a broad range of backgrounds 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 staff. 

Please state in your application that you found this role through Creative Access.