The Contact Centre is the central point for visitors wishing to contact the V&A. We are a one-stop shop for visitor information.
Our office is a hive of activity throughout the year, and we are passionate about the museum and dedicated to our visitors. We operate seven days a week and are a front-line service dealing with approximately 75,000 phone enquiries, 120,000 emails and 3,000 visitor comments every year.
Our Contact Centre Advisor team takes ownership of visitor queries and resolves issues quickly and efficiently. They represent the first line of support for visitors, proactively managing comments and complaints and escalating matters to the management team where appropriate.
This is an FTC Part time role
What will you be doing?
- 1.Be considerate, empathetic and build trust with visitors. Help visitors plan their visit by offering advice on events, directions, facilities, resources and accessibility.
- 2.Be the voice of the V&A, solving problems and helping the public engage with us.
- 3.Collaborate with colleagues to answer calls and emails while keeping on top of administrative tasks.
- 4.Assist online shoppers with delivery tracking, stock information, refunds and exchanges. Communicate directly with our warehouse team to resolve issues.
- 5.Deliver a consistently high standard of customer service, taking ownership of complaints and visitor feedback.
- 6. Capture and update customer information across multiple systems, following the correct processes to resolve queries while adhering to data protection and information security policies.
- 7.Become an expert in the museum's ticketing products and tailor recommendations to each visitor.
- 8.Develop and maintain an in-depth and up-to-date knowledge of the V&A, its collections and mission, enabling you to share and recommend relevant trails, collections and objects.
- 9.Untake any other related duties as required by the Contact Centre Management Team.
Who are we looking for?
- Someone who remains friendly, personable and calm under pressure.
- Someone who is compassionate and insightful.
- Someone with outstanding communication and customer service skills, including excellent spoken and written English, and the ability to interact positively with visitors and colleagues alike.
- Someone with experience working in a contact centre environment
- Someone who is confident using multiple systems and maintaining a high degree of accuracy and attention to detail.
- Someone who can work independently, take ownership of enquiries and contribute positively to a collaborative team environment.
- Someone with a genuine interest in museums, culture and delivering exceptional visitor experiences.
- Shares our Values of Sustainability, Equity, Creativity, Collaboration & Generosity
What’s in it for you?
- 29 days of holiday + public holidays each year
- 5.5% employee pension contribution, 10% employer pension contribution (post-probation)
- Life assurance scheme (to value of 4 x annual salary)
- Family-friendly policies e.g. enhanced maternity + paid carers leave
- Free sanitary products for all employees across our sites
- Free entrance to many major museums and exhibitions
- Benefits platform offering discounts at major retailers
- & many more
Full job description and list of benefits on our website
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Contact Centre Advisor employer: Victoria and Albert Museum
The Victoria and Albert Museum is an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. As a Content Designer, you will have the opportunity to shape meaningful digital experiences while benefiting from professional development programmes and a commitment to employee growth. Located in the heart of London, the museum provides a unique environment where your contributions directly enhance visitor engagement and cultural appreciation.
Contact Details:
Victoria and Albert Museum Recruitment Team
