Visitor Support and Resolutions Manager

The Organisation

The Royal Parks (TRP) is a charity created in March 2017. We manage over 5,000 acres of diverse parkland, rare habitats and historic buildings and monuments in eight Royal Parks across London. These are Hyde Park, Kensington Gardens, The Green Park, St James s Park, The Regent's Park and Primrose Hill, Greenwich Park, Richmond Park and Bushy Park.

We also manage other important public spaces including Brompton Cemetery and Victoria Tower Gardens. Our eight Royal Parks and other iconic green spaces are among the most visited attractions in the UK with 77 million visits every year.

We are now looking for a Visitor Support and Resolutions Manager to join us on a full-time, 12-month fixed-term basis, working 36 hours per week.

The Benefits

• Salary of up to £38,500 per annum, depending on experience
• 26 days' annual leave (pro rata) plus public holidays, increasing to 29 days after 3 years service
• Pension scheme (3% employee contribution; up to 10% employer contribution)
• Hybrid/agile working options
• Private medical insurance and healthcare cash plan
• Employee assistance programme and access to mental health first aiders
• Learning and development opportunities
• Cycle to work scheme
• Offices in a beautiful location

This is a fantastic opportunity for a customer service professional with line management experience and strong CRM skills to join our iconic organisation.

You will enjoy a truly unique and inspiring environment, surrounded by natural beauty and heritage that makes every day extraordinary.

Even better, you will have the chance to shape unforgettable experiences, where your work will enrich the visits of millions of people who enjoy our parks every year.

So, if you re ready to be part of something truly special, and work within London s most treasured green spaces, read on and apply today!

The Role

As a Visitor Support and Resolutions Manager, you will lead a team to deliver exceptional service to our visitors and colleagues across all communication channels.

Working with multiple departments, you will ensure consistent messaging and share valuable visitor insights to support continual enhancements to their experience.

Beyond this, you will also optimise our CRM system to simplify processes and elevate the quality of service we provide.

Additionally, you will:

• Act as the escalation point for complaints and enquiries
• Deliver training on visitor support processes and the CRM system
• Oversee reception and postal services at our HQ

About You

To be considered as a Visitor Support and Resolutions Manager, you will need:

• Line management experience within a customer service context
• Significant experience of managing a CRM system (ideally Microsoft Dynamics)
• Excellent verbal and written communication skills
• Good negotiation and conflict resolution skills
• GCSEs (or equivalent) in Maths and English Language Grade C/4, equivalent or above

Other organisations may call this role Customer Service Manager, Visitor Experience Manager, Customer Support Team Leader, Customer Resolutions Manager, or CRM Manager.

We want to put everyone in the best possible position to succeed and use Recite-me accessibility software. At the top of the application page, there is an Accessibility Tools button which you can use to complete the application form in a way that works for you. If you think that you may need more support to complete our application process, please do get in touch.

The Royal Parks is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. We value diversity and encourage applications from candidates from all backgrounds. We believe that the more inclusive we are, the better our work will be. Please visit our website to find out more on our approach to Equality, Diversity and Inclusion.