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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, flexible freelance agreement, and a chance to work with top artists.
- Other info: Opportunity for growth in a vibrant, fast-paced environment.
- 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 training skills.
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
About you
ESSENTIAL
- 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. 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
Locations
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 & Beyond Events
Contact Detail:
Far & Beyond Events 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! Check out Gladiators Experience and their previous 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! Reach out to current or former employees on LinkedIn. They can give you the lowdown on the company culture and what it’s really like to work there.
✨Tip Number 3
Prepare for the interview by practising common customer service scenarios. Think about how you would handle different situations, especially in a live event context. This will show you’re ready for anything!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
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 you're writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about creating memorable experiences for customers, especially in a lively environment like Gladiators Experience.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in the events industry. We love seeing how your background aligns with our mission to deliver top-notch customer service at live events!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. This helps us quickly see why you’d be a great fit for the role!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Far & Beyond Events
✨Know the Customer Experience Strategy
Familiarise yourself with the Customer Experience Strategy for Gladiators Experience. Understand how it aligns with the overall goals of the event and be ready to discuss how you can contribute to its success during the interview.
✨Showcase Your Training Skills
Prepare examples of structured customer service training programmes you've delivered in the past. Be specific about the outcomes and how they improved customer satisfaction, as this will demonstrate your capability to lead the Customer Service Training Programme effectively.
✨Highlight Operational Awareness
Be ready to discuss your experience in balancing guest satisfaction with safety and operational output. Share specific scenarios where you identified friction points and implemented solutions to enhance the customer journey.
✨Communicate Clearly and Confidently
Since excellent communication skills are essential for this role, practice articulating your thoughts clearly. Use examples from your previous roles to illustrate your points, especially when discussing how you’ve handled complaints or resolved issues on-site.