Customer Support Assistant (maternity cover)

Customer care is a vital component for the success of RBG Kew. Offering a 7-day service to a diverse audience encompassing day visitors, event ticket holders and a pool of over 100,000 members, customer service is central to what we do and Kew’s mission and values.

Reporting to the Customer Care Team Leader, the Customer Support Assistant plays a key role in delivering a world-class customer experience across multiple touchpoints. You will act as a vital link between Wakehurst, Kew and its visitors[AV1] , helping to build and maintain positive, long-term relationships, particularly with returning visitors and members.

This part-time role primarily involves handling telephone and email enquiries through a CRM system, alongside supporting day-to-day administrative operations within a busy office environment at Wakehurst. 

Customer care is a vital component for the success of RBG Kew. Offering a 7-day service to a diverse audience encompassing day visitors, event ticket holders and a pool of over 100,000 members, customer service is central to what we do and Kew’s mission and values.

Reporting to the Customer Care Team Leader, the Customer Support Assistant plays a key role in delivering a world-class customer experience across multiple touchpoints. You will act as a vital link between Wakehurst, Kew and its visitors[AV1] , helping to build and maintain positive, long-term relationships, particularly with returning visitors and members.

This part-time role primarily involves handling telephone and email enquiries through a CRM system, alongside supporting day-to-day administrative operations within a busy office environment at Wakehurst.

Customer Support Assistant (maternity cover)

More details

Applicants should demonstrate excellent customer service and administrative skills with experience dealing with a variety of customers and topics. The role includes a shift pattern across 7 days a week and work hours are typically between 9am and 5:15pm, although hours outside of this may sometimes be required depending on seasonal events needing support.

Previous experience in a customer service/customer-facing role is essential. Experience with ticketing systems, membership services, or financial processes would be advantageous. We are looking for candidates with the ability to prioritise effectively, maintain confidence in a dynamic environment, and remain proactive and solutions focused. A high level of attention to detail and accuracy in data entry is crucial, as the role involves working across multiple systems daily. Proficiency in Microsoft Office and the ability to quickly learn new systems and processes would be a plus.

Interviews are due to take place on 11 March.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world’s plants and fungi.

The salary for this position is £29,692 (pro rata) per annum [Band B]

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.

If you are interested in this position, please submit your application through the online portal, by clicking “Apply for this job”.

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.