Job Summary:

Company: Live Nation

Department: Customer Experience

Location: Farringdon, London

Reports to: Head of Fan Experience

Working Hours: Full time plus some additional evening and weekend working to attend shows and festivals

Contract type: Permanent

Role Description

We are looking for an enthusiastic Customer Services Manager to support across all areas of the Customer Services department. This includes supporting with Customer Care, Fan Insight and Accessibility.

What it’s like to work in the Team

The new role of Customer Services Manager will be an integral member of the Customer Services team at Live Nation, where our shows and events are as diverse as the individuals within 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 Fan First across our estate.

The visitors to our venues and festivals are more than customers, they’re our Fans. They are at the heart of everything we do. Our mission is to ‘put fans first and deliver world class experiences.’

To do this we strive to always embody our Fan First Values:

We care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers, stakeholders, and teams.

We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business.

We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice.

We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we’re going to do and work together to solve challenges and exploit opportunities.

We add value: We focus on the detail that drives enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we’re always adding value.

We do what’s right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The newly opened 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 barista 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

Experience in management of a high-volume customer services departmentProven experience in managing customer complaints and overseeing the resolution of escalated issuesExceptional verbal and written communication skillsExcellent admin skills, with good working knowledge of MS office including Word, Excel, Outlook, Teams and PowerPointExperience at admin level in the use of Zendesk (or similar CRM platform)A customer-focused approach and the ability to handle difficult situations with diplomacyAbility to build strong working relationships with internal stakeholders at senior levelExperience in the use of data analysis to shape and improve customer serviceAbility to summarise customer feedback and present results at director level

Behaviours

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

Passionate about delivering engaging and memorable fan experiences.Excellent interpersonal and relationship building skills.A passion for customer service and putting the fan at the heart of the business.Solution focused with the ability to empathise with our fans.Resilient, resourceful and tenacious

What the role includes

Management of Customer Services department – Overseeing day to day operations of customer-facing Customer Services team, ensuring delivery of customer service offering within pre-agreed timelines and quality standards. Answering customer queries during peak contact periods, creating and updating standard templates for responses, creating rotas for peak periodsReporting – creating scheduled and ad-hoc reporting on output and performance from the Fan Experience teamManagement of permanent and seasonal team members – carrying out one to ones, conducting QA and providing feedback, supporting the team with recruitment and onboarding of new startersComplaint Management – acting as first escalation point for customer queries that cannot be resolved on first contact and responding to escalated complaints. Coordination of departmental response to high volumes of complaints following key events (e.g. post-Download)Fan Insight programme – overseeing and helping the team with survey generation, analysing feedback from our fans to identify trends, preparing presentations for our key stakeholders so they understand how fans are feeling about the services provided across our festivals.

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

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com

APPLICATION DEADLINE: Wednesday 20th November 2024. We reserve the right to close applications at anytime so encourage early application.

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