Anna Lumb

A compassionate, highly organised, and Masters-educated customer services professional. Passionate about high-quality customer experience, I strive to achieve a positive and welcoming environment. Always calm under pressure, I work well individually and within wider teams.

Eager to learn new skills and undertake further training, I approach work and study with a positive, can-do attitude. Reliable and proactive, I continually look for ways to improve service delivery and welcome feedback. Never one to shy away from a challenge, I am skilled in multitasking within the workplace and in academic study.

I take full accountability and pride in all aspects of my work, maintaining the highest possible standards whilst upholding a polite, friendly and genuinely caring manner.

Customer Service Coordinator at Glyndebourne Opera House

Qualifications

• Excellent standard of education (qualified to Masters level).
• In-house Customer Service training for Glyndebourne Opera House.
• Facilitating Customer Service training for seasonal staff at Glyndebourne Opera

House.

Training

• In-house Customer Service training for Glyndebourne Opera House.
• Health & Safety mandatory training for Glyndebourne Opera House.
• Various mandatory courses (counter terrorism, fire safety, GDPR, cyber security,

safeguarding, sexual harassment, display screen equipment).

• Willingness to undertake further relevant training.

Skills & Abilities:

• Excellent communication skills across a variety of platforms and departments.
• Exceptional level of customer service both face-to-face and via email, telephone and live online chat.
• Ability to signpost customers to online information and social platforms.
• Experience in handling and resolving customer enquiries, bookings and complaints, often dealing with complex, challenging and high profile cases.
• Genuine care in handling individual and groups needs to ensure effective outcomes for all customers.
• Ability to adapt to high pressure situations and remain professional when interacting with customers.
• Able to work independently and within a team, remaining adaptive and taking full accountability for personal and team responsibilities.
• All work is driven by excellence in customer experience from initial contact to the customer's visit.
• Everyday use of various IT systems including Tessitura (CRM), Microsoft packages, Ring Central and Agent telephone, email and live chat services, Google emails, docs, sheets, drive and forms.
• Extensive use of IT to gather, store and process customer information in accordance with GDPR, facilitating accurate records in one place.
• Work across departments to ensure the Glyndebourne customer experience exceeds expectations.
• Adherence to equal opportunities within working environments at all times.

Knowledge

• Extensive use of various IT platforms, including Microsoft Office packages.

Experience

• Extensive experience of working in high pressure and diverse customer services environment, with proven track record in excellent service and business delivery.
• Cover Customer Service Supervisor, as needed.
• Trainer and mentor for new staff within department.

Physical, Legal and Other Requirements:

• Professional, engaging and friendly manner applied to all areas of work.
• Highly organised and able to proactively identify challenges and resolve issues as they arise.
• Flexibility in working approach to meet demands of business and ensure customer satisfaction.
• Experience of working within strict GDPR compliance and the bounds of company policy.
• Continually seek feedback to improve working practices, for self and team.

Masters - MA Egyptology - Distinction

First Degree - BA (Hons) Egyptology with Archaeology - 1st Class

A-Level - Archaeology - A

A-Level - Philosophy - C

A-Level - Classical Civilisations - C

AS Level - Philosophy and Ethics - A

GCSE - Statistics - A

GCSE - English Literature - A

GCSE - Religious Studies - A

GCSE - History - A

GCSE - Maths - B

GCSE - Astronomy - B

GCSE - Double Science - B

GCSE - English Language - B

GCSE- Textile Technology - B

GCSE - French - C

GCSE - German - C