Customer Service Advisor (Remote)

The role 

Title: Customer Service Advisor

Reports to:  Ticketing Manager

Direct Reports: none

Location:  FRAMELESS London, Marble Arch

Start Date: w/c 17th August – Fixed Term until 11th October 2026

Working Hours

This role is worked flexibly and remotely and is currently 2-3 hours on a Saturday and Sunday including bank holidays. Depending on the needs of the business this may from time-to-time include weekdays to provide operational cover

Salary:  £13 per hour

Position Summary: 

As a Customer Service Advisor, you will be the first point of contact for customers via email, delivering exceptional service that reflects our values and enhances every visitor's experience before, during, and after their visit.

You will respond promptly and professionally to a wide range of enquiries, providing accurate information, resolving issues efficiently, and ensuring every customer receives a positive and personalised experience.

Key Responsibilities

• Respond to all customer enquiries via email in a timely, professional and friendly manner.
• Provide accurate information regarding admission tickets, opening times, events, accessibility, facilities, memberships, gift vouchers and visitor experiences.
• Process booking amendments, cancellations and refunds in accordance with company policies.
• Resolve customer complaints with empathy and professionalism, escalating complex issues where appropriate.
• Maintain a high standard of written communication, ensuring emails are clear, accurate and grammatically correct.
• Manage customer interactions using the company's ticketing system, ensuring all records are updated accurately.
• Liaise with internal departments, including Operations, Retail, Events and Marketing, to obtain information and resolve customer enquiries.
• Identify recurring customer issues and provide feedback to management to support continuous improvement.
• Meet agreed service level agreements (SLAs) for response and resolution times.
• Ensure compliance with GDPR and company policies when handling customer information.
• Support promotional campaigns and seasonal events by providing customers with up-to-date information.
• Assist with group and school bookings and enquiries
• Monitor the Travel inbox, assisting with tour group enquiries
• Respond to TripAdvisor and Google reviews within agreed timescales
• Support the Ticketing Manager on an ad hoc basis, as needed

Skills and Experience

Essential

• Excellent written communication and spelling with strong attention to detail.
• Ability to communicate professionally, clearly and empathetically through email.
• Strong organisational and time management skills.
• Ability to prioritise enquiries while maintaining quality.
• Good IT skills, including Microsoft Office and experience using customer support systems.
• Good problem-solving and decision-making abilities.
• Ability to remain calm and professional when handling challenging customer situations.