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For Companies At a Glance
- Tasks: Lead the customer experience for an exciting live event at Birmingham NEC.
- Company: Join an award-winning global production agency creating unforgettable experiences.
- Benefits: Competitive pay, hands-on training, and a chance to work with top artists.
- Why this job: Be part of a dynamic team delivering high-quality events and memorable customer journeys.
- Qualifications: Experience in customer service management, preferably in events, with strong communication skills.
- Other info: Freelance role until September 2026 with flexible working hours.
The predicted salary is between 36000 - 60000 £ per year.
About us
We’re an award-winning, global production and creative agency creating live experiences that stay with you for a lifetime. We produce some of the biggest and most highly acclaimed events across the Middle East and Europe, with the biggest artists from across the world. Find out more at: wearefab.com.
About the role
Reporting to the Venue Manager, the Customer Service Manager is a key role in relation to delivering the overall customer experience for Gladiators Experience, the brand new immersive experience at Birmingham NEC. The Customer Service Manager will work alongside key stakeholders to ensure the successful delivery of the customer experience onsite, supporting the implementation of the customer experience approach and ensuring customers receive the best experience possible during their visit. The Customer Service Manager will support the delivery of the customer service framework, delivering documentation and training guides whilst ensuring operational duties are carried out to ensure a safe, inclusive and memorable experience for all customers.
Responsibilities
- Implement and uphold the Customer Experience Strategy for Gladiators Experience on-site.
- Deliver agreed customer journey touchpoints on-site, identifying potential friction points during live operations and implementing proactive mitigation measures to maintain a positive and enjoyable customer journey experience.
- Deliver the Customer Service Training Programme tailored to the event on-site.
- Utilise and uphold training manuals and scenario planning materials during live operations.
- Lead engaging pre-event briefings with the team to reinforce energy, standards and operational priorities.
- Train team members on-site in service excellence including accessibility awareness, safeguarding and lost child procedures.
- Implement the agreed complaint handling framework, escalation and resolution processes on-site.
- Ensure on the day customer service is delivered to the highest standards at all times and identify areas of improvement if required.
- Ensure customer flow, throughput and expectations are met at all times during live operations.
- Collaborate with Venue Management on the delivery of service and operational staffing requirements.
- Support the on-site delivery of the VIP offering in partnership with Venue Management.
- Act as the key on-site point of contact for any issues relating to the customer journey experience and customer service.
- Report on pre-agreed customer experience KPIs.
Essential About you
- Extensive experience in Customer Service Management preferably within the events industry.
- Desire to deliver high quality events with customer service excellence as a focus.
- Proven experience of delivering structured customer service training programmes.
- Experience delivering onsite training.
- Strong operational awareness with the ability to balance guest satisfaction, safety and output.
- Excellent communications skills.
Desirable
- Experience with participatory or physical interactive attractions.
- Experience managing family focussed events.
Rate
Rate dependent on experience and will be discussed at the offer stage. Any sickness, holiday or any other absence will be taken as unpaid leave and will be deducted from this monthly figure, based on a pro rata figure.
Agreement Type & Length
Freelance agreement until the end of August/beginning of September 2026.
Availability & Schedule
Applicants must be available for all of the below dates:
On-site attendance will be required for up to 5 days during the event build period at the end of April. Up to 4 days will be required during the first week of May as the show goes live, reducing to 2 days per week through to the end of August. Up to 1 day may be required at the beginning of September. Please note that the above schedule is indicative and subject to change in line with operational requirements.
Start Date
Sunday 26th April 2026.
Location
Onsite working days will be carried out at the NEC Arena in Birmingham. Please note that accommodation is not provided, therefore applicants must be local to Birmingham or have accommodation available to them throughout the duration of the agreement.
Working Hours
Onsite hours vary in length but are generally 8:30am – 18:45pm (this will also include weekends). Full working hours to be discussed at the offer stage.
Customer Service Manager | Gladiators Experience in Birmingham employer: Far and Beyond
Contact Detail:
Far and Beyond Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager | Gladiators Experience in Birmingham
✨Tip Number 1
Get to know the company inside out! Research Gladiators Experience and their events. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips and might even put in a good word for you!
✨Tip Number 3
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle different situations, especially in a live event context. This will show you're ready for the role!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Gladiators Experience.
We think you need these skills to ace Customer Service Manager | Gladiators Experience in Birmingham
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for delivering top-notch customer experiences. Share specific examples from your past roles that highlight your commitment to service excellence and how you’ve made a difference.
Tailor Your Application: Make sure to customise your application to fit the role of Customer Service Manager. Use keywords from the job description, like 'customer journey' and 'service excellence', to show that you understand what we’re looking for.
Highlight Relevant Experience: Don’t forget to showcase your experience in the events industry or similar roles. We want to know about your previous successes in managing customer service teams and delivering training programmes that have made an impact.
Keep It Professional Yet Engaging: While we love a friendly tone, remember to keep your application professional. Use clear language and structure your application well, making it easy for us to see why you’d be a great fit for our team at Gladiators Experience.
How to prepare for a job interview at Far and Beyond
✨Know the Customer Experience Strategy
Before your interview, make sure you understand the Customer Experience Strategy for Gladiators Experience. Familiarise yourself with their approach to customer service and think about how your experience aligns with their goals. This will show that you're genuinely interested in the role and ready to contribute.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations. Think of examples from your past experiences where you've successfully managed customer complaints or improved service delivery. Be ready to discuss how you would implement training programmes or handle specific challenges on-site.
✨Showcase Your Communication Skills
As a Customer Service Manager, strong communication is key. During the interview, demonstrate your ability to convey information clearly and effectively. You might even want to practice explaining complex ideas simply, as this will reflect your capability to lead team briefings and train staff.
✨Highlight Your Operational Awareness
Discuss your understanding of balancing guest satisfaction with safety and operational output. Share examples of how you've successfully navigated these priorities in previous roles. This will reassure the interviewers that you can maintain high standards while ensuring a smooth customer journey.