Job Summary:

Company: Festival Republic

Department: Customer Service

Location: Farringdon, London plus onsite working throughout festival season

Reports to: Head of Customer Services

Working Hours: 40 hours per week plus some evenings and weekends to service events

Contract Type: Fixed term to 30th September 2025

Role Description

In this role, you will serve as a key contact within the customer service team, enabling the business to deliver first-class experiences for customers. Reporting to the Head of Customer Service, you will be responsible for providing responses to customer queries, investigating and resolving complaints by liaising with internal departments. The role will require some periods of working onsite at events.

What it’s Like to Work in the Team

As an integral member of the Customer Service team at Festival Republic, our events are as diverse as the individuals attending them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the customer first across our business.

What We Can Offer You

Festival Republic offers impressive employee benefits including unlimited annual leave. The Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with baristas to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

Strong attention to detail is an absolute necessityExperience in a customer services environment, ideally in a dispute resolution capacityConfidence with dispute resolution and handling in-person complaints and de-escalating occasionally high-stressed situationsStrong communications skills and good command of written EnglishAble to present ideas and information in a concise well-organised mannerStrong interpersonal skills, with the ability to work effectively with internal and external stakeholdersEffective listening skills and a willingness to resolve conflicts in a positive mannerCritical thinking skills and analytical approach to problem solving and driving toward solutionsSome familiarity / experience within the live music industry would be very beneficialExcellent computer skills, including use of MS Office packages (Excel, Word, PowerPoint)

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

Proactive and demonstrates initiative, drive and commitment to achieve objectivesAbility to work accurately and meet deadlinesProcess driven, well organised, deadline-focussed and adept at prioritising workloadsAbility to work independently with a high level of personal responsibility and initiativePassionate about consumer experience, always strive to improveProactive and solutions focusedMethodical, calm and patient approachAbility to build rapport

What the role includes

Deliver, high-quality, effective and responsive customer service, handling customer enquiries and complaints for events and festivals promptly, adhering to agreed service levels, and coordinating with internal teams and external partners as needed to enhance the overall fan experience.Proactively minimising the amount of customer enquiries via email.Ensuring all allocated enquiries and customers are helped within a timely manner and seen through to completion over email.Investigate and resolve, complaints in line with company procedures, collaborating with relevant parties to ensure a positive experience for customers, maintaining contact throughout the complaint resolution process and assessing satisfaction levels.Assist the accounts department to ensure refunds are approved by relevant stakeholders and the required actions are taken on both the internal business side and customer side.Liaise with staff at festivals, with regards to customer handling, assuming responsibility for escalation of complaints/issues as necessary.Assist in onsite customers resolution centres at festivals or eventsAssist in assuring inclusivity and accessibility of events for all customer groups in compliance with relevant regulations and legal guidelines in consultation with Live Nation legal team.

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities.

The Company

Festival Republic is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.

APPLICATION DEADLINE: WEDNESDAY 19TH FEBRUARY 2025. We reserve the right to close applications at any time.

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