Booking Support Assistant

Booking Support Assistant The Postal Museum is one of the newest and most exciting museums in London. We opened in 2017 and have already established the museum as a must-visit destination with award winning experiences. Alongside hands-on exhibitions exploring over 500 years of British social and communications history, visitors can experience a subterranean ride through the tunnels of the old Post Office Underground Railway – Mail Rail. The museum welcomes over 160,000 visitors and our online content reaches almost a million users a year. We deliver award-winning learning, access and outreach programmes and provide unique experiences including popular Tunnel Walks under the streets of London. The museum also operates a children’s play space – Sorted – popular with young families and schools. Alongside all this we offer one of the most unique venues in London for corporate hire and filming locations. Based: Central London Salary: £24,225 Hours: 35 per week Start date: As soon as the candidate is available – April/May Who We Are The Postal Museum tells the story of postal communication and its impact on a global society. We use our collection to explore stories around communication, and to inspire everyone to make richer and more meaningful connections in their lives. Purpose of the Job As a Booking Support Assistant, your role is vital in providing a welcoming and exceptional customer service to visitors contacting us via email, social media or by phone. You will be the first point of contact for bookings at the museum including the schools learning programmes, group bookings, travel trade bookings, birthday parties and general visitor enquiries. The role also includes actively collaborating with other teams in the museum in order to support their activities. As employee of The Postal Museum you will enjoy a wide range of benefits, including – but not limited to – a cycle to work scheme and interest free season ticket loan. Key Responsibilities and Duties Customer Service * To provide the highest level of service for all customers * To act as the first point of contact for all incoming phone enquires, online enquiry forms, and emails to The Postal Museum * To respond to customers promptly according to the standard operating procedure Handling Phone Calls * To provide an efficient switchboard service to all callers; transferring callers to relevant people or departments and answering enquiries * To upsell products to customers as appropriate e.g. tours & guidebooks in order to meet service and financial KPls Ticketing * To maintain up to date knowledge of ticket types, products, promotions and events actively promoting and looking for opportunities to upsell * To provide a high-quality booking service for general admission, groups, travel trade, school's learning programme and birthday parties * To maintain and update the bookings schedule on the ticketing software in order to keep service partners informed Interdepartmental Collaboration * To pass customer feedback on to relevant departments, working together to find resolutions. * To work efficiently and co-operatively with fellow departments to ensure a smooth and complete service provision * To support and communicate effectively with colleagues in the Visitor Experience, Learning, Marketing, Collections, Finance and Commercial teams * To support the Bookings Coordinators & the Learning team with schools administration. * To ensure data is captured and kept in accordance with data protection law and business policies * To communicate with the Ticketing and Insight Manager, to feedback any ideas, issues or opportunities. * Any other ad-hoc duties relating to Booking Support team, the ticketing system or communication The post-holder is expected to monitor and report on their work as directed by their line manager and adhere to office guidelines on handling, health and safety, lone-working, etc., as advised, taking responsibility as appropriate. Person Specification Experience (Essential criteria) Ability to work in a busy administrative role supporting multi-disciplinary teams Aspiration to deliver excellent customer service Confidence in answering telephone enquiries and responding to customer needs (Desirable criteria) Knowledge of the ticketing system RecreateX or any other ticketing systems Skills/Knowledge/Approach (Essential criteria) * Excellent customer service skills and willingness to go the extra mile * Strong communication skills; clear and confident both written and verbally * Proficient IT skills, including Microsoft Office (Word, Excel, Outlook) * Highly organised with administrative skills with a strong attention to detail Person A friendly and positive attitude with the ability to work on own initiative Ability to stay calm under pressure A team player who works well with others but is also happy to work independently Working Conditions The Museum is a 7 day a week operation; the Booking Support Assistant will be expected to work during weekends (currently one Saturday in two), holiday periods and before/after public opening hours as per the needs of the business. Working hours and days will be agreed in advance with the line manager and are subject to change as required. This position will require a basic DBS check which will reveal any unspent convictions. A criminal record may not necessarily be a bar to placement, as any decision will be treated on its merits and individual circumstances subject to the museum's overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the museum's staff and the Collection. How to apply: Please apply with your CV and a cover letter stating why you feel you would be a good fit for this role and how you meet the essential criteria. Please note that all candidates must be eligible to work in the UK