Contact Centre Manager

Job Description

About Us
We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website.

Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things.

We employ 900 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world.

Diversity and inclusion matter to us.

Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging. All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment.

We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.

About the role

The Natural History Museum welcomes up to 5 million visitors a year, we aim to deliver a friendly, engaging, and memorable experience to everyone.

The Contact Centre is a pivotal part of the Museums day-to-day operation being the first point of contact for those who reach out to the Museum via e-mail or telephone.

This role will be responsible for leading the service delivery of general enquiries, ticket related enquiries both general admission and temporary exhibition, the school bookings programme, online shop enquiries and refunds.

Managing eight team members you will oversee the day-to-day operation of our Contact Centre. Working to improve efficiency you will lead a multi-skilled team to ensure we are delivering a first-class service across all channels to prospective visitors, as well as all other enquiries. You will be responsible for driving efficiency, managing workflow, and working across multiple teams liaising with stakeholders to ensure excellent service delivery in all areas.

You will lead a continuous programme of transformation and improvement that delivers ongoing efficiencies, growth, and exceeding service KPIs.

About you

This role would be ideal for someone with supervisor or team leader experience in a call centre or customer service environment, who is looking for the next step in their career.

You will already be a natural communicator, highly skilled in administering multi-channel customer enquiries. To thrive in this role, you will be adept at building positive relationships across all levels of the organisation and have strong interpersonal skills.

Excellent organisational, project management and delegation skills, and the ability to prioritise a busy workload with deadlines is integral to successfully fulfilling this role.

An enthusiasm for the Natural History Museum and the natural world, as well as acting as an ambassador and champion for our brand, reputation and values are essential.

Thriving at the Museum: the way we work
We are proud to work at the Museum and have identified the qualities we all need to embody to reach our shared ambition. This sits alongside the Museum’s values and forms the framework for the way we work.

What we offer

• 27.5 days holiday plus 8 bank holidays (full time equivalent)
• Generous defined contribution Natural History Museum Pension Scheme (employer contribution 4 - 10%)
• Season ticket, bicycle and rental loan
• Life insurance
• Free admission to our exhibitions and many other paid exhibitions at museums, galleries and institutions across London and the UK.
• Staff discount at our Museum shops and cafes
• We offer a wide variety of training initiatives and opportunities to build skills. Investing in staff development is important to us, and we are ambitious about helping staff to grow and fulfil their potential.
• Affordable membership to the Civil Service Sports Council which offers a range of benefits including an extensive list of special offers and reduced entry fees at a selection of cinema chains, theme parks, theatres, retailers and supermarkets. It also provides entry to up to 300 English Heritage sites and other national treasures. For more details, visit https://www.cssc.co.uk
• Membership to our Sports and Social Association (for a small fee), which includes access to our in-house gym and clubs such as football, softball, table tennis and tennis and classes in Middle Eastern dance, yoga and Tai Chi