Visitor Support and Resolutions Manager
London
The Organisation
Our client manages green spaces across London.
They are now looking for a Visitor Support and Resolutions Manager to join them on a full-time, 12-month fixed-term basis, working 36 hours per week.
The Benefits
1. Salary of up to £38,500 per annum, depending on experience
2. 26 days' annual leave (pro rata) plus public holidays, increasing to 29 days after 3 years’ service
3. Pension scheme (3% employee contribution; up to 10% employer contribution)
4. Hybrid/agile working options
5. Private medical insurance and healthcare cash plan
6. Employee assistance programme and access to mental health first aiders
7. Learning and development opportunities
8. Cycle to work scheme
9. Offices in a beautiful location
This is a fantastic opportunity for a customer service professional with line management experience and strong CRM skills to join our client’s iconic organisation.
You will enjoy a truly unique and inspiring environment, surrounded by natural beauty and heritage that makes every day extraordinary.
Even better, you will have the chance to shape unforgettable experiences, where your work will enrich the visits of millions of people who enjoy these spaces every year.
So, if you’re ready to be part of something truly special, and work within London’s most treasured green spaces, read on and apply today!
The Role
As a Visitor Support and Resolutions Manager, you will lead a team to deliver exceptional service to our client’s visitors and colleagues across all communication channels.
Working with multiple departments, you will ensure consistent messaging and share valuable visitor insights to support continual enhancements to their experience.
Beyond this, you will also optimise the CRM system to simplify processes and elevate the quality of service our client provides.
Additionally, you will:
1. Act as the escalation point for complaints and enquiries
2. Deliver training on visitor support processes and the CRM system
3. Oversee reception and postal services at the HQ
About You
To be considered as a Visitor Support and Resolutions Manager, you will need:
1. Line management experience within a customer service context
2. Significant experience of managing a CRM system (ideally Microsoft Dynamics)
3. Excellent verbal and written communication skills
4. Good negotiation and conflict resolution skills
5. GCSEs (or equivalent) in Maths and English Language – Grade C/4, equivalent or above
Other organisations may call this role Customer Service Manager, Visitor Experience Manager, Customer Support Team Leader, Customer Resolutions Manager, or CRM Manager.
Our client wants to put everyone in the best possible position to succeed and uses Recite-me accessibility software. At the top of the application page, there is an “Accessibility Tools” button which you can use to complete the application form in a way that works for you.
Our client is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. They value diversity and encourage applications from candidates from all backgrounds. They believe that the more inclusive they are, the better their work will be.
So, if you are interested in this unique opportunity as a Visitor Support and Resolutions Manager, please apply via the button shown. Successful candidates will be appointed on merit.
#J-18808-Ljbffr