Visitor Contact Assistant
Posted 5 days ago by Southbank Centre
£31,892 Per year
Undetermined
Undetermined
London, England, United Kingdom
Summary: The Visitor Contact Assistant role at Southbank Centre involves providing exceptional customer service to ensure a world-class experience for visitors. The position is available in both full-time and part-time capacities on a 12-month fixed-term contract. The successful candidates will engage with the arts and events programme while handling customer inquiries and complaints effectively. This role is integral to maintaining the Centre's reputation for outstanding visitor experiences.
Key Responsibilities:
- Respond, investigate and resolve customer complaints and issues.
- Take ownership of issues but escalate when necessary.
- Provide an exceptional, positive and accessible service to all customers and colleagues.
- Offer a fast, efficient and knowledgeable service, ensuring a world class experience.
- Support customer relations including complaint handling, refunds, event changes, and customer feedback.
- Actively engage with Southbank Centre’s arts and events programme, values, brand and tone of voice.
- Ensure a consistent approach across all channels.
- Have a commercial approach, meeting daily targets and KPIs, seeking opportunities to up and cross-sell tickets, membership and donations.
Key Skills:
- Exceptional customer service skills including the ability to assist all visitors in a helpful, friendly, courteous and confident manner.
- Demonstrable experience working in a customer facing and ticketing environment, providing excellent service and resolving visitor issues.
- Experience of working with Tessitura or other ticketing software and experience of using Zendesk or other similar software.
- Demonstrably strong verbal and written communication skills.
Salary (Rate): £31,892 yearly
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Application Deadline: 4 January 2026
Department: Visitor Experience & Sales
Location: Southbank, London
Compensation: £31,892 / year
Description
We are currently looking for two Visitor Contact Assistants to join our Visitor Experience and Sales team on a 12 month, fixed term contract. One position will be full time and one position will be a 20 hours per week, part time position. Visitor Contact Assistants are the face of Southbank Centre, offering a fast, efficient and knowledgeable service, ensuring a world class experience for all our visitors. Our Visitor Contact Assistants provide exceptional customer service across our diverse arts and events programme.
Please download the attached Job Description for a full overview of this role's responsibilities.
If you are viewing on a job board, please paste the following URL into your browser to find the original advert: careers.southbankcentre.co.uk
The annual salary stated is based on the Full-Time Equivalent (40 hours per week). If the job is part-time, the weekly hours will be stated within the advert.
The deadline for applications is 23:59 on the closing date for the job posting. Please note, applications sent via Email or 3rd party agencies will not be considered.
Need reasonable adjustments? Please contact us so we can help make the application process accessible to you. Be sure to include the job you are applying for and your full name.
We welcome applications from all backgrounds. By attracting people with diverse attitudes, opinions and beliefs we can continue to look at the world with fresh eyes and find new ways of doing things. The Southbank Centre is a warm and welcoming place to work, with great aspirations and ambitions to create great and accessible work for all. We pride ourselves in building a supportive environment to enable the development of our colleagues.
Key Responsibilities
- Respond, investigate and resolve customer complaints and issues.
- Take ownership of issues but escalate when necessary.
- Provide an exceptional, positive and accessible service to all customers and colleagues.
- To offer a fast, efficient and knowledgeable service, ensuring a world class experience.
- Support customer relations including complaint handling, refunds, event changes, and customer feedback.
- Actively engage with Southbank Centre’s arts and events programme, values, brand and tone of voice.
- Ensuring a consistent approach across all channels.
- Have a commercial approach, meeting daily targets and KPIs, seeking opportunities to up and cross-sell tickets, membership and donations.
Skills & Experience
- Exceptional customer service skills including the ability to assist all visitors in a helpful, friendly, courteous and confident manner.
- Demonstrable experience working in a customer facing and ticketing environment, providing excellent service and resolving visitor issues.
- Respond, investigate and resolve customer complaints and issues.
- Take ownership of issues but escalate when necessary.
- Experience of working with Tessitura or other ticketing software and experience of using Zendesk or other similar software.
- Demonstrably strong verbal and written communication skills.
Benefits
As well as working at one of London's most popular and exciting sites the successful candidate will also benefit from the following:
- A min 5% pension contribution (going up to 8% depending on employee contribution), from day 1 of employment
- 28 days annual leave, plus bank holidays
- Enhanced sick pay
- Enhanced family leave benefits
- Up to 30% discounts at onsite retail, food and beverage vendors
- Staff ticket offers for SC events
- Free entry to Hayward Gallery
- Free/discounted entry with other reciprocal organisations
- Free staff yoga