Customer Services Manager
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 make it relevant: We deliver the products, services and experience that are right for our fans.
* We communicate: We embody great communication at all times.
* We take ownership: We take ownership, responsibility, and accountability to get the job done.
* We add value: We focus on the detail that drives enhanced commercial performance and efficiencies.
* We do what’s right: We drive a culture of inclusivity, diversity 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.
Who you are
Competencies / Skills / Knowledge / Experience
* Experience in management of a high-volume customer services department
* Proven experience in managing customer complaints and overseeing the resolution of escalated issues
* Exceptional verbal and written communication skills
* Excellent admin skills, with good working knowledge of MS office including Word, Excel, Outlook, Teams and PowerPoint
* Experience at admin level in the use of Zendesk (or similar CRM platform)
* A customer-focused approach and the ability to handle difficult situations with diplomacy
* Ability to build strong working relationships with internal stakeholders at senior level
* Experience in the use of data analysis to shape and improve customer service
* Ability to summarise customer feedback and present results at director level
Behaviours
* 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.
* Reporting – creating scheduled and ad-hoc reporting on output and performance from the Fan Experience team.
* Management of permanent and seasonal team members – carrying out one to ones and conducting QA.
* Complaint Management – acting as first escalation point for customer queries.
* Fan Insight programme – overseeing and helping the team with survey generation and analysing feedback.
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.
The Company
Live Nation Entertainment is the world’s leading live entertainment company. 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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