Customer Services Executive

Imperial War Museums

Sep 19

Job
Full-time
Junior & Mid Level
Customer Relations
Hospitality & Retail
Manchester

AI generated summary

You must work weekends, handle customer inquiries professionally, process bookings and payments, manage financial procedures, and maintain customer data while ensuring high service standards.
You will manage customer interactions across various channels, process bookings, drive income generation, ensure financial compliance, handle data management, and foster relationships for exceptional service.

Requirements

- The successful candidate will be required to work weekends, and (occasional) Bank Holidays as rostered.
- Communicating with customers and colleagues
- To play a full and active role in the management of customer interactions channelled to the Customer Services team through a wide range of communications channels.
- To respond courteously, professionally, and enthusiastically to customer enquiries.
- To assist with post visit feedback and complaints, ensuring these come to the attention of the appropriate team.
- Processing bookings
- Responsibility for processing ticket sale transactions and bookings through the IWM ticketing system.
- Income Generation
- To take active responsibility for the development of sales leads that derive from customer enquiries.
- To take responsibility for processing orders, and taking payments, relating to school and group bookings, private tours, Kip on a Ship, membership, document scanning and private image and film licensing sales.
- Financial Compliance
- To take responsibility for the effective management of all financial and contractual procedures within your control.
- Data Management
- To take responsibility for the input, management and reporting of all customer data into the IWM ticketing and CRM systems relating to the customer enquiries that you are personally responsible for.
- Continuous Improvement
- To participate fully in the development of our strategy, the continuous improvement programme, and the customer services training programme.
- Customer Experience
- To nurture extensive working relationships with key stakeholders across the museum and support them in order to ensure all areas of IWM offer high levels of customer service.
- To work flexibly to ensure we provide a consistently high standard of service.
- Annual leave requests may be restricted at certain times of the year.
- There will be a requirement to work rostered weekends and bank holidays as required.
- Travel to the five IWM museums on work-related matters may also be required.

Responsibilities

Communicating with customers and colleagues
To play a full and active role in the management of customer interactions channelled to the Customer Services team through a wide range of communications channels. This will include responsibility for dealing with enquiries received by phone, mail, email, web, and social media.
To respond courteously, professionally, and enthusiastically to customer enquiries. Amongst other things, communications may relate to general admission to IWM’s branches, membership, online shop, exhibitions, private image, film and licensing sales, schools and groups, and general enquiries including those relating to IWM Collections.
To assist with post visit feedback and complaints, ensuring these come to the attention of the appropriate team.
Processing bookings
Responsibility for processing ticket sale transactions and bookings through the IWM ticketing system. Ensuring the prompt delivery of tickets and confirmations to customers by email and post.
Income Generation
To take active responsibility for the development of sales leads that derive from customer enquiries and to take every opportunity to encourage people to join as IWM members.
To take responsibility for processing orders, and taking payments, relating to school and group bookings, private tours, Kip on a Ship, membership, document scanning and private image and film licensing sales.
Financial Compliance
To take responsibility for the effective management of all financial and contractual procedures within your control. This will include actively implementing all processes to our PCI compliance standards and carrying out daily cashing up processes as required.
Data Management
To take responsibility for the input, management and reporting of all customer data into the IWM ticketing and CRM systems relating to the customer enquiries that you are personally responsible for. This includes ensuring that all data protection procedures are effectively followed.
Continuous Improvement
To participate fully in the development of our strategy, the continuous improvement programme, and the customer services training programme. The training programme aims to build your knowledge and understanding of services across the museum, our systems, our collections, brand and services.
Customer Experience
To nurture extensive working relationships with key stakeholders across the museum and support them in order to ensure all areas of IWM offer high levels of customer service.
To work flexibly to ensure we provide a consistently high standard of service.

FAQs

What is the main responsibility of a Customer Services Executive at IWM?

The main responsibility is to ensure that every customer interaction via written or verbal means is effective, efficient, positive, and professional.

What are the primary communication channels involved in this role?

The primary communication channels include phone, mail, email, web, and social media.

Will I be required to work weekends or Bank Holidays?

Yes, the successful candidate will be required to work weekends and occasional Bank Holidays as rostered.

What does the role entail regarding income generation?

The role entails actively developing sales leads from customer enquiries and encouraging people to join as IWM members, as well as processing orders related to various bookings and sales.

How is financial compliance managed in this role?

The role involves managing all financial and contractual procedures, implementing processes to meet PCI compliance standards, and carrying out daily cashing up processes.

What is expected regarding data management?

The Customer Services Executive is responsible for inputting, managing, and reporting customer data into the IWM ticketing and CRM systems while ensuring adherence to data protection procedures.

Will there be opportunities for training and continuous improvement?

Yes, there will be participation in the continuous improvement programme and customer services training programme to enhance knowledge of services across the museum.

Are annual leave requests restricted at certain times?

Yes, annual leave requests may be restricted during certain times of the year.

Is travel to other IWM museums required?

Yes, travel to the five IWM museums for work-related matters may be required.

Imperial War Museums

See war through the eyes of the people who lived it. Be moved. Be inspired. Be transformed.

Travel & Leisure

Industry

501-1000

Employees

1917

Founded Year

Mission & Purpose

IWM (Imperial War Museums) tells the story of people who have lived, fought and died in conflicts involving Britain and the Commonwealth from the First World War to the present day. Using its unique collections, IWM explores the causes of war and its impact on people’s lives, engaging audiences worldwide through its website, digital resources and across its five branches - IWM London, IWM North, IWM Duxford, Churchill War Rooms and HMS Belfast.