Customer Service Manager

Job Description

Customer Service Manager

Company: Live Nation

Department: VIP Nation, International Touring

Location: Farringdon, London

Reports to: Senior Ticketing Manager

Working Hours: Part-time, 24 hours per week

Contract Type: Permanent

Role Description

VIP Nation is a department of Live Nation which provides VIP package solutions to tours, festivals and special events. The VIP Nation team work alongside the event organisers to develop VIP concepts and look at potential opportunities to enhance both the customer experience and generate incremental revenue for the artist, promoter and/or tour.

Reporting to the Senior Ticketing Manager, VIP Nation (International Touring), you will be responsible for the overall customer experience across VIP Nations touring products internationally.

In this role you will thrive on the success of improvement, ensuring that our business deliver a first-class experience to the fan as well as our key stakeholders (Promoters, Artists and Tours).

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

You may have experience in the following roles: Customer Services Roles, Customer Success Manager, Event Manager, Administration.

Competencies / Skills / Knowledge / Experience
• Experience in a customer services environment, ideally in a dispute resolution capacity
• Ability to strategically analyse the customer journey and identify potential opportunities for improvement
• Strong attention to detail is an absolute necessity
• Effective listening skills and a willingness to resolve conflicts in a positive manner
• Strong communications skills and good command of written English. Able to present ideas and information in a concise well-organised manner
• Critical thinking skills and analytical approach to problem solving and driving toward solutions
• Some familiarity / experience within the live music industry would be very beneficial
• Excellent 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
• Strong interpersonal skills, with the ability to work effectively with internal and external stakeholders from multiple countries
• Proactive and demonstrates initiative, drive and commitment to achieve objectives
• Ability to work independently with a high level of personal responsibility and initiative
• Passionate about consumer experience, always strive to improve

What the role includes
• Drive the development of the end to end customer experience and formulate strategic recommendations for improvement.
• Manage and implement a Customer Service strategy identifying new methods and technologies that increase effectiveness. Proactively minimising the amount of customer enquiries via email and phone.
• Ensuring enquiries and customers are helped within a timely manner and seen through to completion (over phone and email and social media).
• In conjunction with the Ticketing Manager, action holds, refunds and update customer booking information (i.e. name change, address change)
• Work with the accounting department to ensure all refunds are approved by relevant stakeholders and the relevant actions are taken on both the internal business side and customer side.
• Provide resolution to complaints that require escalation, communicating with Senior Ticketing Manager, Operations and Finance as necessary.
• Analyse customer feedback and frequently asked questions, and proactively look for ways to improve the customer journey based on these observations.
• Create and maintain documentation that summarises feedback relating to the customer experience for each tour, including relevant action points and plans.
• Regularly update event information, T&Cs, Special conditions and FAQs including but not limited to the VIP Nation website, TM website, LN website and Zendesk.
• Work alongside the wider team to improve the way we communicate to customers online, including relevant information on the VIP Nation website.
• Together with Operations department run damage control on events, should any major customer issues arise.
• Track and maintain a database on touring feedback, including a documented process for evaluating refund amounts that relates to customer issues.
• Work with the Operations Team to review customer letters and ensure information being sent per event is factual and correct.
• Assure inclusivity and accessibility of events for all customer groups in compliance with relevant regulations and legal guidelines in consultation with Live Nation legal team.

The Company

APPLICATION DEADLINE: 6th January 2025. We reserve the right to close applications at any time.

We are lucky enough to have a break during the Christmas period and will review your application when we return on January 6th 2025. We appreciate your patience!

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Jobcode: Reference SBJ-r76po8-3-137-163-165-42 in your application.