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For Companies At a Glance
- Tasks: Lead customer service and enhance fan experience at festivals.
- Company: Festival Republic, part of Live Nation Entertainment.
- Benefits: Inclusive work environment, professional growth, and work-life balance.
- Why this job: Make a real impact on customer experiences at exciting live events.
- Qualifications: Experience in high-volume customer service and team management.
- Other info: Join a dynamic team passionate about diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Job Summary
Company: Festival Republic Limited
Location: Farringdon, London and onsite at shows and festivals as required
Department: Customer Service
Reports to: Managing Director
Working hours: Full-time with additional working to meet business needs onsite at festivals
Contract type: Permanent
The Role
We are looking for a Head of Customer Services to be the driving force behind our customer service and fan experience, working across the business with a focus on customer contact and care. The Head of Customer Services will be the subject matter expert on all things customer service, with a key focus for this role being driving end to end customer care across our festival business. This role will keep a finger on the pulse of broader customer service best practice.
What It’s Like To Work In The Team
This is an integral member of the Festival Republic team. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the customer first across our festivals.
What We Need
- A background in leading high quality and high-volume customer services from pre-purchase to post-visit across a complex business.
- Significant experience in customer complaint and case management and resolution.
- Robust experience using customer service CRM solutions – preferably Zendesk.
- Confident in being the point of escalation for customer issues and able to proactively and with empathy effectively resolve complex customer issues.
- People management experience including team development, performance management and coaching.
- Ability to work in high pressure situations, including high level skill in troubleshooting and problem solving.
- Eye for detail and confident in delivering robust and scalable processes.
- Excellent organisation, verbal and written communication skills.
- Good working knowledge of MS Office.
Behaviours
The following attributes determine how the role will be carried out and are required to be a success:
- Excellent interpersonal and relationship building skills.
- Customer Focus with a passion for customer service and putting the customer at the heart of the business.
- Ability to foster problem solving between teams and stakeholders, and to arrive at a solution that will contribute to the overall achievement of our goals.
- Ability to communicate, inspire and motivate.
- Resilient, resourceful and tenacious.
What The Role Includes
- Development of multi-channel customer contact function – establishing processes and ways of working with internal and external stakeholders including Festival Management, Ticketing and Marketing.
- Working closely with Ticketmaster and/or other ticket agents.
- Acting as internal subject matter expert on customer contact and complaint resolution and mitigation.
- The Head of Customer Services and their team will resolve complaints and handle queries efficiently, with the aim of alleviating additional pressures on internal stakeholders.
- Delivering and supporting the delivery of customer experience projects across the estate and developing central guiding principles for our fan experience across the business.
Equal Opportunities
We are passionate and committed to our people and go beyond the standard rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business, we’ll encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities.
Our Company
Festival Republic is part of Live Nation Entertainment, the world’s leading live entertainment company comprising global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.
Application Deadline: Wednesday 11th March. We reserve the right to close applications at any time so encourage early application where possible.
Head of Customer Services employer: Festival Republic
Contact Detail:
Festival Republic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up social media groups related to customer service. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to share specific examples of how you've tackled customer service challenges in the past. This will help them see you as the go-to person for their team.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining Festival Republic. Tailor your application to highlight how your experience aligns with our values of excellence and customer focus.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the Head of Customer Services position.
We think you need these skills to ace Head of Customer Services
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for customer service shine through! We want to see how you put customers at the heart of everything you do. Share specific examples that highlight your commitment to delivering an exceptional fan experience.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. We’re looking for someone with a strong background in high-quality customer service, so don’t be shy about showcasing your relevant achievements!
Be Clear and Concise: Keep your written application clear and to the point. Use straightforward language and avoid jargon. We appreciate good communication skills, so make sure your application reflects your ability to convey information effectively.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and it helps us keep track of all applications. Don’t forget to submit before the deadline on Wednesday 11th March!
How to prepare for a job interview at Festival Republic
✨Know Your Customer Service Inside Out
Make sure you brush up on the latest trends and best practices in customer service. Familiarise yourself with common customer complaints and effective resolution strategies, especially in a high-pressure environment like festivals.
✨Showcase Your People Management Skills
Prepare examples of how you've successfully managed and developed teams in the past. Highlight your experience in coaching and performance management, as this role requires strong leadership to inspire and motivate your team.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss specific instances where you've tackled complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show how you can think on your feet.
✨Communicate with Confidence
Practice your verbal and written communication skills before the interview. You’ll need to convey your ideas clearly and inspire confidence in your ability to enhance the customer experience across the business.