IWM Duxford




£21,190 per annum

Contract type:

Contract Contract


Full time


0207 416 5000

Customer Services Executive

Purpose of the Job

The Customer Service team’s role is to ensure that every customer that interacts with the IWM via written or verbal means receives an effective, efficient, positive and professional experience. Reporting to the Customer Services Team Leader, the post holder will play a full and active role in the day to day management of customer and member enquiries across all communications channels, the development of new business from those enquiries, and the effective capture and management of data related to all customer interactions. The Customer Services team also plays a central role in ensuring the museum remains customer oriented and enhancing the customer experience across all of our activities.

Key Duties

You will be expected to work independently as well with different teams in order to contribute to and deliver the priorities of IWM - using your knowledge, skills, talent and potential to the best of your ability.

You will focus on delivering excellent customer service, ensuring value for money at all times while being professional, courteous, and demonstrating the behaviours and attributes expected of all IWM employees. You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.

You will be expected to work across departments effectively, working with other teams, individual staff members and volunteers.

You will identify and implement learning and development needs for both yourself and your team, including volunteers, where appropriate.

You will be expected to comply with corporate standards, and use corporate systems, processes, procedures, and undertake any necessary training as directed.

The closing date for receipts of applications is 9am, Wednesday 6th July 2022. Interviews will be held on Thursday 14th July 2022. For a full person specification which your application will be marked against, please visit IWM Careers

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