Customer Services Executive

at  Imperial War Museums

OPPORTUNITY ID

482
Location
IWM North - Manchester
Career Level
B
Salary
£12,163 per annum (FTE, £24,326 per annum)
Hours
Part time, annualised hours. On average, 18 hours net per week (936 per annum).
Department
Fulfilment
Job Summary
The role of a Customer Services Executive is to ensure that every customer that interacts with IWM via written or verbal means receives an effective, efficient, positive and professional experience. Reporting to the Customer Services Team Leader, the post holder will play a full and active role in the day-to-day management of customer and member enquiries across all communications channels, the development of new business from those enquiries, and the effective capture and management of data related to all customer interactions. The Customer Services team also plays a central role in ensuring the museum remains customer oriented and enhancing the customer experience across all of our activities.
This role includes generating income through processing school and group bookings, new memberships, tickets, and private image, film and licensing sales.
The successful candidate will be required to work weekends, and (occasional) Bank Holidays as rostered.
Your duties will include:

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.

Closing date for applications
October 14th 2024, 9:00 AM
Interview Details
Interviews for this post are planned for the week commencing 21st October.
Benefits

The benefits listed below are discretionary and IWM reserves the right, with due notice, to vary or withdraw them at any time. All such benefits apply during the course of your employment only.

• Full-Time Equivalent Annual Leave: from the start we will give you 25 days of annual leave, with public holidays on top. After 3 years, this allowance increases to 27 days and after 5 years, you’ll get 30 days —an opportunity for rest, rejuvenation, and personal pursuits.
• Company Group Pension Plan: Our commitment to your financial well-being includes competitive employer contributions to your pension starting at 7% to a maximum of 12%.
• Enhanced Maternity and Paternity Benefits: Celebrate life’s milestones with confidence, knowing that our policies support growing families.
• IWM4me: Tailor your benefits to your unique needs through IWM4me. Access health, protection, and lifestyle benefits at corporate rates, ensuring your holistic well-being.
• Free Sanitary Products: We prioritise your comfort by providing free sanitary products across all our sites.
• Retail Discounts: 25% off IWM Cafes, 20% discount in on-site shops, Benefits hub offering retail discounts to several high street shops (via our EAP provider) and MyActive discounts for health and wellbeing based retail discounts (via IWM4me)
• Free Entry to IWM Air Shows: Witness the thrill of vintage aircraft at our air shows.
• Free Entry to Partner Museums & Galleries: Immerse yourself in art, history, and culture through our reciprocal arrangements with other institutions.
• In-House Training Programmes: Fuel your intellectual curiosity and professional growth through our comprehensive training initiatives.
• Season Ticket Loan Scheme: Simplify your daily commute with our interest-free loan program.
• Cycle 2 Work & Cycle Hire: Promote well-being and environmental consciousness by cycling to work.
• Eye Tests: Money back up to £80 for an eye test and a new pair of glasses.
• Employee Assistance Programme: Access confidential support for personal or work-related challenges.
• Benenden Healthcare & Dental Insurance: Prioritise your health with access to quality healthcare services (subject to terms and conditions).
• Civil Service Sports Club Membership: Opportunity to join and enjoy additional discounts and perks as part of a vibrant community.
• Staff Events and Networks: Join fellow colleagues in social gatherings and events, fostering camaraderie and shared experiences.

…and more!
Ready to embark on this exciting journey with us? Apply now and become part of IWM!
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This role is subject to:
A basic check, which shows unspent convictions and conditional cautions.
Equal Opportunities and Flexible Working
IWM is committed to a policy of Equal Opportunities.
We miss out when people feel IWM isn’t for them, and are committed to removing and reducing barriers to make IWM open to everyone.
Our Access and Inclusion strategy has been developed to promote openness, equal opportunities to access, inclusivity and encourage diversity in everything that we do, from employment practices, the services we provide to our visitors to the facilities we make available to public.
At IWM we seek to address the need for greater diversity within our workforce as well as the wider museum and heritage sector. In all our practices we embrace diversity and promote equality of opportunity and we welcome applications from suitable candidates of all backgrounds.
We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruitment contact, as we are open to discussing agile working opportunities during the hiring process.