Leeds Castle Designed to Entertain & amaze

Customer Services assistant Role Profile & Job Description

LEEDS CASTLE

JOB DESCRIPTION

JOB TITLE: Customer Services AssistantREPORTS TO: Visitor Operations Manager(Dotted line to Retail & Admissions Manager / Sales Manager)DEPARTMENT: Visitor Operations
	LOCATION		Leeds Castle is a stunning, 900-year-old moated castle, set in 500acres of Grade II listed parkland, situated in the beautiful Kentcountryside. The Castle has been open to the public through theLeeds Castle Foundation since 1974 and continues her story as aglamorous retreat and popular visitor attraction.
PURPOSE To provide an exceptional level of customer service as the firstpoint of contact for all enquiries. The role is responsible forresponding to enquiries received by telephone and email,supporting ticketing and events, assisting with group bookingsand ensuring visitors receive accurate, timely and helpfulinformation before, during and after their visit.Working closely with Visitor Operations, Admissions, Retail,Groups, Hospitality and Events teams, the Customer ServicesAssistant will help deliver a seamless visitor experience whilstsupporting the wider commercial and charitable objectives ofLeeds Castle.
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KEY TASKS

□ To act as the first point of contact for visitor enquiries, providing a professional, friendly and knowledgeable service at a 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 professionall 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.

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.

• Follw 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 skils 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 wilingness to work as'one team', supporting colleagues across departments as required.

In addition to your main areas of responsibility, the values and behaviours that are required from all our people for the successful delivery of our vision and strategy are summarised below:

VISION	To be the South's top heritage destination for relaxation, hospitality & experiences that surprise& delight
VALUES:
	WELCOMING: Everyone is treated as a valued guest
	BEHA ViOUR: We welcome our guests with warmth & the personal touch, going the extra mileto make sure guests have a fabulous experience, while keeping them safe. We are inclusive,welcoming people of all races, genders, ages, sexualities & abilities. We build connections withcommunities & partner organisations to reach those who experience barriers to visiting.
	SURPRIsiNG: We are a living, breathing heritage site, a place that uses its assets with joy. Welook at life through a different lens, seeking surprising hidden stories & new approaches
	BEHA VIOUR: We are curious, think laterally & always look for the Leeds Castle 'twist' to makeus stand out. We are agile, flexible & open to change.
	ENDURING: As estate custodians, we understand our assets, think long-term in caring for &improving them & leaving a healthy, positive legacy for future generations.
	BEHA VIOUR: We manage finances for the long-term, investing wisely & monitoring payback.Staff spend charitable funds prudently, always seeking best value. We minimise environmentalfootprint & work towards net zero carbon emissions. We plan regular maintenance & capitalprojects to protect our assets, doing the job properly & once. Our decision making is ethical,transparent & has integrity.
	NURTURING: We continue the estate tradition of looking after our people & communities.
	BEHA ViOUR: We respect different skills, experience & views. We work as one team, supporting& developing staff, recognising this is a lifestyle, not just a job. We take ownership ofchallenges & opportunities, successes & failures, always learning from experience. We are agood neighbour & partner, with a positive influence in Kent and beyond.

All andidates will be recruited against the above criteria regardless of their sex, racial, ethnic or national origin, disability, age, sexuality or responsibilities for dependents. We value a diverse workforce and celebrate our differences

This Job Description is not exhaustive. You should be aware that you may be required to perform other duties as required.