Job Description

Membership Services Team Leader

Historic Royal Palaces is the independent charity that looks after the Tower of London, Hampton Court Palace, Kensington Palace, the Banqueting House, Kew Palace and Hillsborough Castle & Gardens.

Home Palace: Hampton Court Palace

Estimated Start date: 1 February 2025

Salary: £33,200

Salary Rate: Per Annum

Days/Hours of work: Full time, 36 hours per week, Monday – Friday

Status: Maternity cover: fixed term 12 month contract

About the role and about you:

We are a team of people who love and look after six of the most wonderful palaces in the world: the Tower of London, Hampton Court Palace, Kensington Palace, the Banqueting House, Kew Palace and Hillsborough Castle, Northern Ireland. Historic Royal Palaces’ member community is a valuable and engaged audience, whose support helps us to achieve our charitable aims.

The Membership Services Team Leader role is an essential part of the Membership team. You will ensure we deliver the highest possible standards of customer care and service across various member touch points, to engage and retain support from our members. This includes inspiring, training and managing the Membership Services team who assist members via phone, email and post and administer all membership processes.

As an experienced customer service professional, you’ll take the initiative to identify better ways of working, and lead by example with values that demonstrate a high level of motivation and enthusiasm. You’ll have proven experience in problem solving and excellent communication skills.

Additionally, you’ll deal with any escalated enquiries and complaints, regularly report on insights from member feedback, and build strong relationships with other teams at Historic Royal Palaces. You’ll work with the Membership Development Manager to identify improvements and to ensure members have a first-class experience at our palaces.

This role would suit someone with customer service and sales experience, ideally from a charity or heritage organisation with some experience of membership. In addition to the above requirements, it will be advantageous if you have proven experience of managing a team, membership experience, and good IT skills; specifically telephone systems, ticketing systems, Outlook, MS Dynamic (or similar CRM), and Excel.

Benefits include:

• Enhanced holiday entitlement

• Generous employer pension contributions (up to 11%)

• Annual pay reviews and bonuses

• Critical illness cover and life assurance

• Family-friendly policies and benefits

• Staff discounts

Due to the nature of our systems and this role’s responsibilities, this role is not hybrid and is based at Hampton Court Palace.

Closing date: 23:55pm Friday 29th November 2024

Historic Royal Palaces is an equal opportunities employer and truly values a diverse workforce. Applications are welcome from candidates regardless of their background.

You may have experience in the following: Customer Service Team Leader, Membership Services Manager, Visitor Experience Supervisor, Customer Care Manager, Heritage Site Membership Coordinator, Sales and Membership Team Leader, Charity Membership Lead, Ticketing and Sales Supervisor, Customer Services Coordinator, Client Engagement Lead, etc.

REF-(Apply online only)