Sales & Box Office - Customer Service Administrator - Par, United Kingdom - Eden Project

Eden Project

Verified Company

Par, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

£10.77 per hour
20 hours per week (including 1 weekend working day every 3 weeks), permanent.
Full details of the role in the job description below.

Role Purpose
To work as part of a small team providing box office sales, customer service and administration. In addition, the team also provides reception duties including telephone enquiries across the business.

Key Accountabilities

Box Office Administration - Responsible for dealing with all booking enquiries, amendments, resolving customer disputes and making decision on refunds and processing where necessary. This includes managing and updating customer information and records within our Dynamics CRM system on a daily basis. This will include cover for the Sales Coordinator covering Group Bookings and additional sales enquiries during periods of leave.
Payment security - Ensure card data security is paramount and actions to limit the risk of fraud must be observed when taking payments. The team is also responsible for assessing and administrating customer refunds.
Reception duties - meet and greet visitors to a busy reception. Administrating the franking postal system and internal mail for the whole site, including tenants. Central purchasing, raising orders for office consumables and issuing paper, stock and equipment as required across the organisation. The post holder also is responsible for observing building security and escalating any concerns to the relevant team.
Telephone call centre - In addition to Box Office calls the team also manage the Public and Business line and internal call centre duties. The team has a responsibility to ensure all relevant information required is accessible, so calls are handled accurately and efficiently; ensure any messages are passed on; ensure calls are handled in a polite and professional manner at all times whilst providing a high level of customer service.

Demands of the Role
Education & qualifications
The jobholder will be educated to GCSE/ O level (Grades A-C) or equivalent or relevant NVQ level 2 or higher qualification
Knowledge & skills
One year of more relevant experience ideally within a sales or customer service environment.
Decision
- making

The jobholder will be required to organise and prioritise their own workload on a daily basis, with some short-term objectives.

Undertaking day to day decision making on customer service issues which can include decisions on financial refunds. Escalating complex decisions to their line manager who they report to regularly.
Resourcefulness
Reactive problem solving is routine in this customer facing role (telephone, reception and social media).

Delivering up to date and accurate information is an essential requirement therefore it is essential that the job holder is resourceful in obtaining and collating the information from multiple sources.

Self-motivated with the ability to work on their own.
People & asset management
Occasionally assists less experience colleagues and volunteers. The jobholder manages and issues office equipment. The job holder is also responsible for ensuring financial and personal data is managed confidentially and securely. They also have a shared responsibility for the care of equipment and supplies within the department.
Communication & visitor experience

Interpersonal skills are essential in this visitor facing role and it is essential that the job holder is able to communicate professionally.

The jobholder will use their skills, experience and knowledge to tailor their approach and the delivery of their communications to suit the audience and the given situation to ensure a consistently high level of customer service is delivered.

Handling first line customer complaints and escalating these accordingly.
Operational environment
The role is principally office based. The role involves regular lone working at weekends.
Additional features

There is a requirement for the jobholder to continuously develop their technical knowledge and skill, whilst keeping abreast of develops in customer service delivery.