Customer Care Manager


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Details

Reference number

319191

Salary

£43,123 – £46,591
per annum, depending on skills and experience

Job grade

Senior Executive Officer
Band E

Contract type

Permanent

Business area

RBGK – Marketing and Commerical

Type of role

Commercial
Customer Insight
Operational Delivery
Other

Working pattern

Full-time

Number of jobs available

1

Contents

London, London (region), TW9 3AE

Job summary

The Customer Care Manager leads the Customer Care Team based at Kew Gardens and Wakehurst, which exists to deliver customer service excellence across our customer communication channels including email, telephone and social media. This exciting and fast-paced role is responsible for leading the team to deliver at pace, whilst ensuring consistent, knowledgeable and high-quality handling of customer enquiries and comments.

The Customer Care Manager will collaborate across other departments including Ticketing, Operations, Security, and Commercial Teams to provide integrated customer service across all touchpoints. They will help foster a customer centric approach to customer service across Kew and Wakehurst, ensuring that all visitors feel valued and inspired by Kew’s mission. They will also adopt an innovative approach to problem solving, seeking to find solutions to issues, and to better serve our evolving customer needs.

Job description

Successful candidates will be passionate about delivering exceptional customer experiences and will be well versed in leading customer focused teams, preferably in a visitor attraction or ticketed environment. 

Person specification

They will have experience of delivering customer service excellence through effective training and support for their teams, and capable of leading through their team leaders to motivate and inspire their teams. They will be excellent communicators to both customers and staff, able to tailor their approach to build relationships and rapport to be successful in their role.

This role is predominantly site-based to lead the team, but with some remote working capabilities.

Interviews are currently planned for the week commencing 06 November or 13 November.

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

Selection process details

If you are interested in this position, please submit your application via the Kew Gardens website. 

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interview disabled applicants who meet the essential criteria for the post.

No agencies please.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available.
You may want to save a copy for your records.

Contact point for applicants

Job contact :

  • Name : jobs@kew.org
  • Email : jobs@kew.org

Recruitment team

  • Email : jobs@kew.org
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