Customer Service Representative in City of London

Informa Markets creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor\'s Best Places to Work 2025 UK list.

Job Description

This role is based in our 240 Blackfriars Road office.

As a Customer Service Representative, you\'ll be the go-to expert for our events portfolio, delivering exceptional customer experiences across multiple touchpoints. This dynamic role combines proactive support, communication management, and technical assistance to create seamless event experiences for exhibitors and attendees.

Working collaboratively with internal teams, you\'ll capture valuable customer insights, implement improvements, and maintain consistent service standards across all allocated portfolios. Your impact will span the entire customer journey—from pre-event communications and platform onboarding to on-site support and post-event analysis.

Key Responsibilities

• Serve as the subject matter expert for customer service across assigned event portfolios.
• Support customer inbound channels (voice, chat, WhatsApp, email) during peak periods.
• Execute outbound communications for allocated event portfolios, including updating draft phases.
• Travel to international events as required.
• Contribute customer insights during portfolio meetings to drive continuous improvement.
• Provide valuable input during post-show debriefs to enhance future customer experiences.
• Monitor and respond promptly to Teams channels for allocated portfolios.
• Maintain and update knowledge base documents with current event information.
• Capture and update customer data in CRM systems and other relevant platforms.
• Conduct proactive voice campaigns with exhibitors when required.
• Provide first-line technical support for event platforms, digital products, and tools.
• Support and escalate customer complaints through appropriate channels.
• Onboard exhibitors to event platforms.
• Deliver on-site customer service support at events.
• Complete additional tasks as directed by leadership team.

Success Indicators

• Increased customer satisfaction, improved NPS and effort scores.
• Proactive issue identification and resolution before customer impact.
• Positive feedback from customers, internal teams, and stakeholders.
• Meaningful contribution to Informa\'s reputation and business objectives.

Qualifications

• Graduate level (ideally with up to 1 year of customer service experience).
• Fluent English with exceptional written and verbal communication skills.
• Strong teamwork abilities and excellent multitasking capabilities.
• Proven ability to deliver quality work on time and meet deadlines.
• Proficiency with Microsoft Office suite (Excel, Word, PowerPoint).
• Self-motivated with initiative and quick learning capabilities.
• Proactive problem-solving approach and creative thinking.
• Exceptional attention to detail and accuracy.
• Outstanding organizational skills with ability to thrive in busy environments.
• Adaptable work style to accommodate changing priorities.
• Excellent time management with effective prioritization skills.
• Strong team player with effective internal and external communication skills.

Join our team and make a meaningful impact on our customer retention strategies while supporting Informa\'s position as a premier events provider!

Additional Information

We believe that great things happen when people connect face-to-face. That\'s why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com.

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely.
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• Broader impact: take up to four days per year to volunteer, with charity match funding available too.
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves.
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• A flexible range of personal benefits to choose from, plus company funded private medical cover.
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares.
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more.
• Recognition for great work, with global awards and kudos programmes.
• As an international company, the chance to collaborate with teams around the world.

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you\'ll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.