Customer Relations Assistant

arts.wales; Wales; On-site; GBP 20,000 - 30,000; Part time

Job summary

Join a vibrant team at a renowned cultural hub as a Customer Relations Assistant, where your bilingual skills in Welsh and English will shine. This role involves engaging with visitors, answering inquiries, and providing exceptional customer service. You'll work closely with various teams to enhance the visitor experience and support accessibility needs. With a commitment to innovation, you'll be part of exciting initiatives like e-tickets and online booking. Enjoy generous annual leave, a robust pension scheme, and unique perks like health cash plans and opportunities for personal development. This is your chance to make a meaningful impact in a dynamic environment!

Benefits

25 days annual leave plus bank holidays

Enhanced pension scheme

Health cash plan

Medical Assistance membership

Employee assistance programmes

Life assurance of 4x annual salary

Opportunity to apply for tickets to productions

Employee social group (CLWB)

Free access to learn Welsh online

£5 all-day parking

Qualifications

• Confident communication in Welsh and English essential.
• Basic IT skills and ability to learn new systems required.

Responsibilities

• Assist customers via phone, email, and in person.
• Support daily operations in the Customer Relations department.

Skills

Welsh language proficiency

English language proficiency

Customer service skills

Interpersonal skills

Basic IT skills

Tools

Tessitura

Web Chat Service

Email system

Phone system

Job description

We are Wales Millennium Centre - Fire for the Imagination

Closing Date: 06/02/2025

About WMC/Our Department:
The Customer Relations Department is the first point of contact for all those that visit Wales Millennium Centre. Our department is responsible for answering all customer enquiries via our phone, emails, web chat service, and in person at our information point located front of house. On a daily basis, we offer customers guidance on what to do and see at the Centre, as well as how to use our self-service tools on our website, help those with accessibility needs, and raise customer awareness of our charity aims and community work.

Innovation is important to us and a big part of the work we do in the Customer Relations team. Within the last few years, we have launched e-tickets, an online ticket exchange service, web chat, and enabled Group bookers to edit and pay for their bookings online. A big part of the role is to assist customers with managing their booking online and offering guidance and support to those with access requirements.

About the Role and Responsibilities:

As a Customer Relations Assistant, you will report to our Customer Relations Supervisors in our Contact Centre helping to run and maintain our daily operations on site. Your job will include:

• Using our Customer Relation Management system (Tessitura), Web Chat Service, Phone, and Email system to communicate, process customer information and services.
• Supporting the Customer Relations Management team with the audience incoming for shows.
• Using your interpersonal and communication skills to assist our customers via our various communication channels.
• Working as part of the operational team with our Customer Experience team and Food and Beverage team.
• Working alongside other departments, including our Marketing and Digital team, Community, Creative Learning, and Finance.

Your role may be subject to a DBS check.

Key Requirements:

The expectation for the Customer Relations Assistant role is to be able to communicate confidently in Welsh and English with customers via all methods of communication (by phone, email, and face to face). The candidate must be confident in offering good customer service for customers with access needs. The majority of the shifts will be office-based using display screen equipment as well as multi-comms and customer relations management system, for which training and support will be provided. Candidates must have basic IT skills and the ability to learn and develop new ones.

What’s in it for you?

• 25 days of annual leave plus bank holiday, based on a 35-hour week, pro rata for part time. Enhanced pension scheme.
• Enhanced maternity, paternity, adoption, and shared parental leave (subject to length of service).
• Health cash plan: receive money towards dental and optical care, complimentary treatments such as chiropractic, osteopathic, and acupuncture treatments.
• Medical Assistance membership which includes remote access to GP, counselling, and physiotherapy sessions.
• Employee assistance programmes which include access to support services for legal, financial, and family concerns.
• Life assurance of 4x annual salary.
• Opportunity to apply for tickets to productions.
• CLWB – Our employee social group.
• NEWID – our Equality, Diversity, and Inclusion networking group who meet monthly to discuss new ideas and training opportunities to improve all aspects of employment at WMC.
• Free access to learn Welsh online.
• £5 all-day parking available on working and non-working days.