Customer Service Operations Lead - 12 Month Maternity Cover

This role is a 12-month maternity leave position based in the London, Victoria office.

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious brands like Cannes Lions, Black Hat, Money20/20 and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

This role is essential to the operational delivery of badge collection and registration; therefore, you must be available to travel to Money20/20 Asia in Bangkok and Money20/20 Europe in Amsterdam each year. The 2026 dates are 21-23 April 2026 for Asia and 2-4 June 2026 for Amsterdam.

This role will oversee all aspects of customer service across email, live chat, and phone, including maintaining SLA targets and customer satisfaction levels. You will manage up to 3 Customer Service Coordinators and will be responsible for developing, inspiring, and motivating the team to delight customers beyond expectations.

You will support the operational delivery of registration, including contributing to floorplan designs, badge designs, and ordering onsite assets. Onsite at the events, you will be customer-facing and will manage the badge pick-up desks, supporting registration staff and resolving any queries or complaints.

You’ll support department initiatives and/or projects to innovate customer experiences and tailor online content for first-time and loyal customers. This could include support in delivering pre-event webinars, newsletters, as well as onsite welcome receptions.

You will project manage tailored content for customers to enhance the customer experience across all touchpoints of customer service. This includes producing content for the online portals, writing brochure website copy, and collaborating with Marketing on show-related communications.

You will be responsible for producing a weekly report on statistics, customer themes, sentiment, and you will actively suggest proposed changes to improve the user experience of purchasing a pass and present findings back to relevant stakeholders on a regular basis.

During peak customer service periods, you may be required to hire and train seasonal temporary customer service staff and motivate them to meet SLA targets and excellence values.

You’ll deliver the end-to-end escalation process for cancellation requests, ensuring requests are escalated to Finance and all actions are executed promptly.

You will be a Money20/20 advocate and become an expert across all Money20/20 shows to confidently explain our pass types, benefits, and mission both internally and externally.

You will support the department with ad hoc attendee reporting requests from the business. This list is not exhaustive, and there may be other activities you are required to deliver.

Qualifications

Skills, experience & qualifications required:

• You must be willing and able to travel to the Money20/20 Asia and Europe. The 2026 dates are 21-23 April 2026 in Bangkok and 2-4 June 2026 in Amsterdam.
• Minimum of 2+ years experience in people management is essential for this role, preferably in a customer service or registration department.
• Solid experience with customer support platforms, experience using Microsoft Office, Salesforce, and Live Chat platforms is highly desired.
• Excellent organisational skills required; must be able to handle multiple projects and produce a high volume of quality work within tight deadlines.
• Customer-oriented, taking pride in exceeding attendee expectations.
• Excellent written and verbal communication skills, with substantial copywriting experience.
• Our events attract attendees worldwide, and you will work closely with an international team; you must be an advocate and ally for diversity, equality, and inclusion.

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 LifeAt.Informa.com

Our benefits include:

• 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.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and/or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. 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.