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- Tasks: Lead the Customer Support team to deliver exceptional service via phone and email.
- Company: Join RBG Kew, a UNESCO World Heritage Site dedicated to plant science and conservation.
- Benefits: Enjoy flexible working, generous leave, wellness support, and discounts on gyms and museums.
- Why this job: Be part of a mission to protect nature while developing your leadership skills in a vibrant environment.
- Qualifications: Previous management experience in customer service and strong tech skills are essential.
- Other info: Interviews start on 21st April; regular home working options available.
The predicted salary is between 28800 - 43200 £ per year.
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 5:30pm, 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.
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 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 interview disabled applicants who meet the essential criteria for the post.
Customer Support Team Leader employer: ROYAL BOTANIC GARDENS/KEW GARDENS
Contact Detail:
ROYAL BOTANIC GARDENS/KEW GARDENS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader
✨Tip Number 1
Familiarise yourself with RBG Kew's mission and values. Understanding their commitment to plant science and conservation will help you align your responses during the interview, showcasing your passion for customer service in a context that resonates with their goals.
✨Tip Number 2
Prepare examples of your leadership experience in customer service roles. Think about specific situations where you successfully managed a team or resolved conflicts, as this will demonstrate your capability to lead the Customer Support Team effectively.
✨Tip Number 3
Brush up on your tech skills, especially with CRM and ticketing systems. Being able to discuss your proficiency with these tools will show that you're ready to hit the ground running and maintain KPIs and SLAs from day one.
✨Tip Number 4
Be prepared to discuss how you handle high-pressure situations. Given the volume of visitors and the need for excellent customer service, sharing strategies you've used to manage stress and ensure quality service will be crucial.
We think you need these skills to ace Customer Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership roles. Emphasise any previous management positions and your ability to maintain KPIs and SLAs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of RBG Kew's mission. Mention specific examples of how you've successfully led teams in the past.
Highlight Tech Literacy: Since the role requires high tech literacy, be sure to mention your experience with CRM and ticketing systems. Provide examples of how you've used these tools to improve customer service.
Prepare for the Interview: Research common interview questions for customer support team leaders. Be ready to discuss your leadership style, how you handle escalations, and your approach to maintaining team performance.
How to prepare for a job interview at ROYAL BOTANIC GARDENS/KEW GARDENS
✨Showcase Your Leadership Skills
As a Customer Support Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, highlighting your approach to motivating and guiding team members.
✨Familiarise Yourself with CRM Systems
Since the role requires high tech literacy, make sure you are well-versed in CRM and ticketing systems. Be ready to discuss your experience with these tools and how they can enhance customer service efficiency.
✨Understand KPIs and SLAs
The ability to maintain KPIs and SLAs is essential for this position. Brush up on what these metrics mean and prepare to discuss how you've successfully met or exceeded them in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills in customer service situations. Think of specific instances where you resolved conflicts or improved customer satisfaction, and be ready to share those stories.
