Customer Relations Manager

We are looking for a Customer Relations Manager to join our Visitor Experience and Ticketing department on a permanent full time basis.

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.

Role Objectives

• 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

Shortlisted candidates will display some of the following in their supporting statement:

• 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

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.

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.

Southbank Centre

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.

Its impact and reach are significant and it is respected internationally as a convener of great artists and diverse audiences and for being entrepreneurial and innovative in response to a volatile and changing financial landscape. The Southbank Centre is a charity that is determined to demonstrate its ambition to remain innovative, disruptive and experimental in what it does and to be highly relevant to the artists it wants to work with and to the audiences it wants to attract.

The Southbank Centre believes that a commitment to diversity and inclusion helps it be a more relevant and effective organisation.

Our Artistic Mission

The Southbank Centre exists to provide great artistic experiences for everyone. Through art, we invite our visitors to enjoy shared cultural encounters together. To gaze. To listen. To be moved. To discover a new idea or a new perspective. We are proud that for the last 70 years, the performances and exhibitions here have moved millions. We have provided a home for art and for artists. A community centred on art, where everyone, no matter their job, helps make the experience.

At the Southbank Centre we believe in:

Creating welcoming spaces

• Because upholding respect, safety and belonging is at the heart of vibrant teams and communities.
• This means us all taking responsibility for shaping and protecting a kind, compassionate and inclusive environment for others.

Making wonderful experiences together

• Because we all contribute to amazing artistic moments at the Southbank Centre.
• This means us all understanding and valuing the different parts we play in creating enjoyment and success.

Sparking new thinking

• Because different views and thought-provoking conversations inspire innovation, learning and growth.
• This means everyone having a desire to learn and being open to evaluating how they think and work.

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

The deadline for applications is 23:59 on the closing date for the job posting.