Customer Service Manager

• Management of the customer service department

• Tactical, operational and hands on customer experience leadership

• Management of the ZenDesk software

• Answering customer queries

• Ensuring the software is utilised to its full ability including AI, auto responses, triggers and macros

• Ensuring the FAQ and Event Information Pages are up to date via ZenDesk Help Centre pages.

• Constant review of the customer experience and identifying actions to improve.

• Supporting the departments of Cuffe and Taylor in delivering a high level of customer service including operations, marketing and ticketing.

• Identifying key trends in customer service.

• Assisting with the volunteer management.

• Work on site at events and festivals as required, including weekends and evenings.

• Creating reports for the Senior Management Team and Directors to include key statistics such as the number of customer emails / social media messages and response times.

• Experience in delivering excellent customer service

• Advanced knowledge and understanding of ZenDesk

• Experience in working in a busy, high-volume working environment

• Senior operational experience within either the live entertainment, visitor attraction or hospitality industries

• Management experience

• Strong leadership skills

• Strong organisational skills and attention-to-detail

• Excellent communication skills

• Advanced knowledge and experience with Microsoft Excel and Outlook.

• Excellent English language and grammar

• Improvement of the customer service systems and interest to explore new technologies such as AI

Behaviours

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

• Customer focused with a desire for high levels of service

• Ability to foster problem solving between teams and stakeholders, and to arrive at a solution that will contribute to the overall achievement of business goals

• Highly motivated and dedicated – ability to work deadlines and achieve targets in a time conscious manner