Company Overview
ABBA Voyage is a revolutionary concert experience that combines cutting-edge technology, spectacular lighting, and timeless music. Since its opening in 2022, the show has wowed audiences from around the world with its unique blend of entertainment and innovation.
Salary
The competitive salary for this role is £55,000 - £65,000 per annum, plus a bonus scheme and benefits package.
Job Description
We are seeking an experienced Customer Service Director to join our team at ABBA Voyage. The successful candidate will be responsible for delivering industry-leading customer service across all aspects of the concert experience.
* Drive departmental vision for delivering exceptional customer service through proactive leadership.
* Motivate and inspire teams to recognize and appreciate individual differences, ensuring a positive experience for all visitors.
* Model ABBA Voyage values and ensure direct reports embody these principles.
* Develop and deliver training programs to enhance team performance and maintain high standards.
* Coach and guide direct reports to achieve and exceed defined goals.
* Effectively manage conflict resolution and customer recovery, supporting Visitor Services Team Leaders as needed.
* Authorize ejections and support Visitor Services Team Leaders in maintaining a safe and enjoyable environment.
* Oversee post-incident reporting and implement actions to improve feedback loops within the team.
* Manage one workstream within the peer group, currently Roster and Complaints Training and Standards, and Audience and Auditorium.
* Develop and maintain clear communication to solve local issues affecting Arena visitors and staff.
* Support the Silver Commander in maintaining the organization's reputation, safety, and service provisions.
* Cultivate curiosity within your practice and encourage it among your teams to drive improvements in customer service operations.
* Empower direct reports through valuable goal review meetings and developmental activities.
Required Skills and Qualifications
* A proven track record of managing and motivating diverse teams to deliver exceptional customer service in a busy public-facing environment.
* Confident coaching skills to hold difficult conversations and inspire teams in an open and honest environment.
* Able to thrive in a fast-paced environment with large audiences during emergency situations.
* An effective communicator with strong influencing and inspiring abilities.
* Expertise in de-escalating customer complaints and face-to-face conflicts while modeling problem-solving techniques.
* A good working knowledge of rosters and rostering software, with confidence in using Office products like Excel and Word.
Benefits
* Competitive salary and bonus scheme.
* 6% matching pension contributions.
* 10 complimentary tickets to the show annually, plus discounted tickets and Oceanbird Lounge access.
* Health Care Cash Plan, EAP, and retail discounts.
Diversity and Inclusion Statement
ABBA Voyage strives to be an inclusive business where difference is valued and everyone can thrive in a culture of equality, inclusion, and belonging. We welcome applications from all sections of society and are committed to equal employment opportunities regardless of background.