Customer Services Team, Assistant Manager


£16,800 per annum (£28,000 full-time equivalent)

Part-time - 24 hours (3 days) per week

Permanent contract

The Royal Opera House welcomes audiences to performances of ballet and opera and participants in its Learning & Participation programme in excess of one million per year. Our aim is to ensure that we continually focus on being an externally facing organisation that puts customers at the forefront of service design.

The Customer Services section of our Visitor Experience team is responsible for ensuring that all feedback is reported, investigated and resolved in a timely fashion. The service provided by this team, working back-of-house from within the Box Office, must therefore be exceptional.

We are now creating a new Customer Services Team Assistant Manager role, responsible for:

  • Coordinating responsive and timely customer service to audiences and visitors who give the ROH feedback via a range of channels and through various contacts and departments of the organisation.
  • Assisting the Customer Services Manager in setting and monitoring standards of response to ensure a consistently high quality of response in line with the Visitor Experience strategy

This is an exciting opportunity to bring your customer service expertise to one of the world`s busiest theatres. The successful candidate will demonstrate the following:

  • Experience as a positive role model for customer service and visitor experience
  • Experience of responding to customers in writing and by telephone; excellent letter writing skills
  • Strong communication skills in all forms; the ability to represent senior personnel in the response to customer feedback
  • Close attention to detail and ability to work to deadlines
  • A creative approach to problem solving
  • The ability to record, format and structure data records for analysis

We actively encourage BAME and disabled applicants and value the positive impact that difference has on our teams. We welcome conversations about flexible working.

A full job description is available below. To apply, please scroll to the bottom of the page and click on `Apply Now`. Please contact the Human Resources Department on Tel: +44 (0) 20 7212 9752 if you have any access requirements or queries.

Closing date for applications: 08.00, Monday 27 January 2020.

Applicants must have work authorisation for the UK.



Sorry, this vacancy is closed.