Engagement Bookings Manager - Temporary

We are recruiting a temporary Bookings Manager within the Customer Service team. You will work with our colleagues across the Senedd to deliver a seamless customer journey across all of our engagement services, ensuring clear communication across all touch points as we align the work of our public-facing teams

This is an excellent opportunity to gain experience in leading a small team during a time of change as we introduce a bespoke Customer Relationship Management System and bookings application to enhance customer engagement opportunities and services.

You will help develop and manage business systems to enable the team to gather customer information to book an activity and communicate the bookings to our internal stakeholders to maximise engagement opportunities.

This role requires a good eye for detail, to be able to develop clear processes, the ability to prioritise resources and ability to demonstrate flexibility when dealing with conflicting priorities and political sensitivities.

For more information, please view the job description.

Key tasks:

Managing a team

• Be responsible for leading and managing a small team with a varied role, ensuring that all aspects of the service are delivered and rotas are managed accordingly.
• Guide and advise the team in their communication with customers across all of the team's services, give direction on different response levels and co-ordinate complex queries.
• Actively monitor the team’s workload and output, and coach staff to deliver a high quality, consistent service.

Information and Customer Service

• Provide a value-added service to our internal and external customers, exceeding our customers’ expectations.
• Manage the booking, communication systems and administration processes for public engagement opportunities. These include group and educational visits to the Senedd, Public Gallery seats, visits out to schools and the community and virtually using online platforms.
• Set up and manage invitation and RSVPs system for high profile events.
• Manage the administration and monitoring of the travel subsidy for educational visits.
• Gather and monitor feedback for services across the engagement services.
• Explore marketing opportunities, develop on-line content for our website and social media accounts.
• Develop content ensuring all information is conforming to the Senedd’s branding, tone of voice, knowledge management principles, the Official Languages Scheme and governance

Learning and Development

• Assist in the development of the service in line with the Communications and Engagement Strategy, which will include further digitalisation of the services, through an introduction of a bespoke Customer Relationship Management System and a Bookings application..
• Plan training and development activities to ensure the team receive up to date training to further develop knowledge, skills and expertise.
• Occasionally travel within Wales to attend various meetings, seek service improvements, and take part in development opportunities.

Open to UK nationals only.

Candidates are required to complete an application form through our recruitment portal addressing the job specific and desirable criteria.

Your application must be submitted before midnight on the closing date.

You will be updated on your progress via the email address you first register with. Please check your Junk Mail and Spam folders to make sure you don’t miss any future correspondence.

Interviews will be held online, using Microsoft Teams.

Feedback will only be provided if you attend an interview or assessment.