Commercial Activity and Customer Journey Assistant

Southampton City Council; Southampton; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Excellent local government pension

Death in service benefit

Generous holiday 25-31 days

Flexible working options

Family-friendly policies

Training and development

Health and wellbeing support

Veteran-friendly employer

Retail discounts and savings

Discounted memberships at local sports

Sustainable travel benefits

Employee volunteering scheme

Job summary

Southampton City Council's Museums, Art Gallery and Heritage Services is seeking a Commercial Activity and Customer Journey Assistant to keep the vision “Every Interaction is an Opportunity” at the heart of the visitor experience across our venues.

You will support the Commercial Manager and Commercial and Customer Journey Officer to ensure customers receive clear information, timely responses and a smooth journey from initial enquiry through to booking, visit, event or follow-up.

Qualifications

Responsibilities

• Support the Commercial Manager to deliver excellent service across museums, gallery and heritage venues.
• Be first point of contact for online, email and social media enquiries and signpost customers to information.
• Assist bookings, venue hire, weddings, commercial events, learning activity and wider customer enquiries, using booking, EPOS and finance systems.

Job description

Commercial Activity and Customer Journey Assistant

The Museums, Art Gallery and Heritage Services sit within Southampton City Council’s Culture and Tourism Division and plays a vital role in sharing, celebrating and caring for Southampton’s rich art, history and heritage. Through Southampton City Art Gallery, SeaCity Museum, Tudor House & Garden and the city’s collections, we create opportunities for people to explore stories, ideas and experiences that connect communities, visitors and future generations.

We are a public-facing, people-centred service that brings together collections, exhibitions, learning, engagement, volunteering, commercial activity and venue operations. Our teams work collaboratively to provide welcoming, inclusive, safe and inspiring experiences for residents, schools, families, partners, communities and visitors to the city.

Joining the service means being part of a creative, supportive and ambitious team that is committed to excellent visitor experience, meaningful community connection and responsible care of the city’s heritage assets.

The Role

As Commercial and Customer Journey Assistant, you will help keep our vision of “Every Interaction is an Opportunity” at the heart of the visitor and customer journey. Working as part of the Commercial and Customer Journey Team, you will support the Commercial Manager and Commercial and Customer Journey Officer to deliver excellent service across our museums, gallery and heritage venues, ensuring customers experience clear information, timely responses and a smooth journey from first enquiry through to booking, visit, event or follow-up.

You will be a first point of contact for online, email and social media enquiries, responding helpfully and signposting customers to the right information or team. You will support bookings, venue hire, weddings, commercial events, learning activity and wider customer enquiries, using booking, EPOS and finance systems to help administer events, process payments and invoices, maintain accurate records and support smooth operational delivery.

The role also supports commercial activity across the portfolio, including retail ordering and stock management, promotional content, venue presentations, events administration, clerical support, financial processes, customer feedback and day-to-day coordination across front of house, venue hire, marketing, exhibitions, learning and collections activity. We are looking for someone organised, approachable and customer focused, with strong administrative skills and a process-driven approach. You will need strong communication skills, good attention to detail, confidence using digital and financial systems, and the flexibility to support weekend and evening working as part of an established rota.

What we can offer you:

Salary: The salary band for this role is £27,273-£29,138 per annum (pro rata). The starting salary is £27,273 with annual progression through the salary bands.

Here at SCC we have a range of different benefits, a few examples can be found below.

• Excellent local government pension with 15.2% employer contribution
• Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
• Generous holiday 25–31 days, based on role and service
• Flexible working options (role-dependent)
• Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
• Training and development, including coaching and mentoring
• Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
• Veteran-friendly employer with the Armed Forces Covenant
• Retail discounts and savings through the Southampton City Council benefits platform
• Discounted memberships at local sports and fitness centres
• Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
• Employee volunteering scheme with 2 paid days leave to volunteer

Employee benefits (southampton.gov.uk)