Role Overview
To provide an exceptional level of customer service as the first point of contact for all enquiries. The role is responsible for responding to enquiries received by telephone and email, supporting ticketing and events, assisting with group bookings and ensuring visitors receive accurate, timely and helpful information before, during and after their visit.
Working closely with Visitor Operations, Admissions, Retail, Groups, Hospitality and Events teams, the Customer Services Assistant will help deliver a seamless visitor experience whilst supporting the wider commercial and charitable objectives of Leeds Castle.
Role Details – This is a desk based, on-site role which is Fixed Term until end of March 2027. Minimum 16 hrs per week, ideally Thursday, Friday, Saturday & Sunday 9am – 1pm, start/finish times and weekdays can be flexible, but weekend cover is an essential requirement.
KEY TASKS
- To act as the first point of contact for visitor enquiries, providing a professional, friendly and knowledgeable service at all times.
- To respond promptly and accurately to enquiries received via telephone, email and other communication channels.
- To monitor and manage shared customer service inboxes, ensuring enquiries are prioritised and responded to within agreed timescales.
- To provide information regarding ticketing, events, activities, accessibility, facilities and visitor experiences across the estate.
- To investigate and resolve ticketing enquiries, including booking amendments, payment queries and visitor account issues, escalating where appropriate
- To support enquiries relating to seasonal events, special experiences and hospitality offerings, liaising with relevant departments to ensure accurate information is provided
- To assist with group booking enquiries, processing reservations and communicating requirements with operational teams.
- To support event administration and customer communications before and after events
- To maintain accurate records of customer interactions, bookings and enquiries using relevant systems and databases.
- To deal with feedback, complaints and service recovery opportunities professionally and courteously, escalating issues where appropriate.
- To support Leeds Castle's commitment to delivering outstanding customer service and continuously improving the visitor experience.
- To undertake any other reasonable duties as requested by your line manager.
Weekend and bank holiday working is a requirement of this role. During seasonal events, hours may be amended in line with business need.
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CORE ACCOUNTABILITIES
· Deliver exceptional customer service that reflects Leeds Castle's values and reputation.
· Maintain excellent standards of communication, professionalism and accuracy.
· Work collaboratively across departments to provide a seamless visitor experience.
· Follow Company regulations in Health & Safety and maintain a safe working environment.
· Ensure personal standards of presentation, performance and attendance are beyond reproach at all times.
· Handle customer information in accordance with data protection requirements and company policies.
SKILLS, KNOWLEDGE, EXPERIENCE required
· Previous experience in a customer service, contact centre, visitor attraction, hospitality or administrative role.
· Excellent verbal and written communication skills.
- Strong organisational skills with the ability to manage multiple enquiries and priorities.
- Experience of working with booking, ticketing or CRM systems would be advantageous.
- Strong attention to detail and accuracy when processing bookings and customer information.
- Ability to remain calm and professional when dealing with challenging situations or complaints.
- Good IT skills, including Microsoft Office applications and email management.
- A proactive and positive approach to problem solving.
- A willingness to work as 'one team', supporting colleagues across departments as required.
Pay: £12.71 per hour
Benefits:
- Company events
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
