Customer Service Officer

at  Bath and North East Somerset Council

ABOUT US

We are the Heritage Services Department of Bath & North East Somerset Council, who manage and care for the Roman Baths, Bath Fashion Museum, Victoria Art Gallery, Bath World Heritage Centre and Bath Record Office. Every year we welcome over a million visitors to our sites from all over the world, and we are dedicated to ensuring each visitor enjoys a memorable and enriching experience.

JOB SUMMARY

We are seeking a motivated and friendly Customer Service Officer to join our team.
In this role, you will be responsible for handling customer enquiries and bookings, managing group travel bookings, coordinating invoicing, and processing individual bookings. This is an exciting opportunity to work with a friendly and hard-working team, in a vibrant and historic setting.

KEY REQUIREMENTS

• Proven experience in customer service or a similar role, ideally within a tourism, hospitality, or cultural heritage environment.
• Strong organisational skills with attention to detail and the ability to multitask.
• Excellent communication skills, both written and verbal.
• Proficiency in standard office software and booking/invoicing systems.
• Ability to remain calm and professional in a fast-paced environment.

KEY RESPONSIBILITIES

• Customer Enquiries: To be a first point of contact for our customers, answering questions about our sites via phone or email. These may include questions about the sites, activities, tours, accessibility etc.
• Customer Bookings: To support with the sales of tickets to our museums and other commercial activities, such as event tickets, sales of artwork, and added value items such as guidebooks etc. This will include confirming reservations, processing payments, and assisting with any pre-visit queries. To amend and refund customers tickets as necessary.
• Group Travel Bookings: To provide support and process bookings for group travel organisers and schools who may wish to bring their customers / pupils to our museums. To organise visits to requirements and confirm details with organisers.
• Invoicing and Payments: To receive income from group visits by invoicing travel trade clients and ensuring that customer accounts are kept up to date. To pursue unpaid accounts, establish cause for delay in payment and remove credit if payment issues continue. To set up credit facilities for new customers; request business references and credit status from their banks.