About the job

Job summary

Customer care is a vital component for the success of RBG Kew. Counting 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.

Reporting to the Customer Care Team Leader, the Customer Support Assistant is a key role ensuring the provision of world class customer service to members and visitors through a variety of touchpoints. This is mainly an office-based position dealing with telephone and e-mail enquiries, but also including time in a front of house position in face-to-face interactions with visitors. This role is vital in helping us to maintain a positive long-term relationship with all audiences, and especially returning visitors or Kew members. The Customer Support Assistant will also support the with some business administrative tasks in the back office.

Job description

You will demonstrate excellent customer service skills whilst dealing with a variety of customers and topics. The role includes a shift pattern 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.

Person specification

Previous experience in a customer service role is essential. Experience dealing with ticketing, memberships or subscriptions would be ideal. We are looking for candidates with the ability to prioritise effectively, maintain confidence in a busy environment, and remain solutions focused. Attention to detail and accuracy of data entry is vital to this role, a variety of systems are used daily to serve our customers so confidence Microsoft Suite programs and learning new processes would be a plus.

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

Interviews are due to take place during weeks commencing 8th and 15th July.

Benefits

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.

Things you need to know

Selection process details

If you are interested in this position, please submit your application via the Kew Gardens website. 

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.

No agencies please.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.