Customer Support Team Leader

ROYAL BOTANIC GARDENS/KEW GARDENS; London; Hybrid; GBP 30,000 - 50,000

Job description

Customer care is a vital component for the success of RBG Kew. Serving a variety of audiences, including day visitors, event ticket holders and a pool of over 100,000 members, customer service is central to Kew’s values and ambitions. The team helps high numbers of visitors each day, primarily by phone and email.

Reporting to the Customer Care Manager, the Customer Support Team Leader is a key role ensuring the Customer Care team provides world-class customer service to members and visitors. This role is mainly office-based, acting as the direct line manager for part of the team, and supporting the team as a whole on a day-to-day basis. This includes supporting with contacts and being a point of escalation when needed.

Applicants should demonstrate leadership skills, as well as excellent customer service across a variety of customers and topics. The role is mainly Monday to Friday, with occasional weekend working, depending on the business needs. The team works across 7 days a week and usually work hours are between 9am and 5:30 pm, although hours outside of this may sometimes be required depending on events needing support.

Previous experience with management in a customer service or customer-facing role is essential. The successful candidate will have a high standard of tech literacy and be confident using CRM and ticketing systems. Proven ability to maintain KPIs and SLAs in a team environment would also be valuable.

This role is based at Kew with the option of regular home working, subject to operational requirements.

About Us

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world’s plants and fungi.

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme, and other wellbeing support such as a cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme, and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interviewing disabled applicants who meet the essential criteria for the post.

No agencies please.