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- Tasks: Be the friendly voice of JBM Music, managing customer enquiries and ensuring top-notch service.
- Company: Join one of the UK's leading independent live event companies in Manchester.
- Benefits: Enjoy a competitive salary, 28 days holiday, and free entry to events.
- Why this job: Dive into the exciting world of live music and festivals while helping customers.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Flexible hours during festival periods with great career development opportunities.
The predicted salary is between 28000 - 28000 £ per year.
Location: Manchester City Centre (on-site)
Salary: £28,000 per year
Hours: Full-time, Monday to Friday, 09:00–17:30. Weekend availability required during festival periods (midweek days off provided following event weekends).
Start Date: Immediate
Contract: Permanent
Holiday: 28 days per year (including public holidays)
About JBM Music
JBM Music is one of the UK’s leading independent live event companies, with over 25 years of experience producing major festivals and concerts nationwide. Our portfolio includes Reggae Land, Boogietown, Electric Paradise, Electric Heart, Barton Live, Joshua Brooks and Echoes, alongside a growing programme of club shows and touring events. We are passionate about curating unforgettable live experiences across dance, reggae, soul, urban, bass, and live music — championing both iconic artists and the next generation of talent.
The Role
We are looking for a reliable, organised, and customer-focused Customer Care Representative to join our team in Manchester. This role sits at the heart of our festivals and events, acting as the frontline voice of JBM Music. You will manage customer enquiries across email and social media platforms, support access and accessibility requests, and help ensure our audiences receive a consistently high standard of service before, during, and after our events. This role becomes particularly fast-paced in the lead-up to and during major events and festival periods, requiring flexibility, resilience, and clear communication under pressure.
Key Responsibilities
- Handle customer enquiries via email in a timely, professional, and friendly manner
- Provide clear, accurate information regarding tickets, event details, policies, and FAQs
- Maintain a calm and solutions-focused approach when handling customer concerns
- Manage customer comments, messages, and inboxes across JBM Music’s major festivals and events
- Respond to customer messages across social platforms while maintaining a consistent brand tone
- Escalate complex, sensitive, or high-risk issues to senior team members in line with internal processes
- Collate and manage access and accessibility enquiries
- Ensure access requests are accurately recorded and shared with relevant internal teams
- Communicate clearly with customers regarding access provisions and procedures
- Keep customer records organised and up to date
- Identify recurring issues, trends, and feedback, reporting insights to the wider team
- Support the wider team during peak festival periods, including event weekends when required
Skills & Experience
- Strong written communication skills with excellent attention to detail
- Confident handling customer enquiries across email and social media
- Highly organised with the ability to manage multiple inboxes and competing priorities
- Calm, professional, and solutions-focused under pressure
- Comfortable handling sensitive or emotive customer situations
Desirable
- Previous experience in customer service, events, ticketing, or live entertainment
- Experience handling access or accessibility enquiries
- Familiarity with festivals or fast-paced event environments
Benefits
- £28,000 annual salary
- 28 days holiday per year (including public holidays)
- Training and development opportunities
- Conference access
- Free entry to JBM Music events
- Company social events
- Casual dress code
- Midweek days off following event weekends
Customer Care Representative employer: JBM Music
Contact Detail:
JBM Music Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative
✨Tip Number 1
Get to know JBM Music and our events! Research our festivals and concerts, and be ready to chat about them during interviews. Showing genuine enthusiasm for what we do can really set you apart.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer enquiries, it’s crucial to demonstrate your ability to communicate clearly and professionally. Try role-playing common customer scenarios with a friend.
✨Tip Number 3
Be flexible and ready for anything! Our environment can get pretty hectic, especially during festival periods. Show us that you can stay calm under pressure and adapt to changing situations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at JBM Music.
We think you need these skills to ace Customer Care Representative
Some tips for your application 🫡
Show Your Passion for Live Events: When you're writing your application, let us know why you love live music and events! Share any experiences you've had that connect you to our festivals or the music scene. We want to see your enthusiasm shine through!
Be Clear and Concise: Make sure your written communication is spot on. Use clear language and keep it professional yet friendly. Remember, as a Customer Care Representative, you'll be the voice of JBM Music, so show us you can communicate effectively!
Highlight Relevant Experience: If you've got experience in customer service, especially in fast-paced environments like events or festivals, make it known! Share specific examples of how you've handled customer enquiries or resolved issues to demonstrate your skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join the JBM Music family!
How to prepare for a job interview at JBM Music
✨Know Your Stuff
Before the interview, make sure you research JBM Music and their events. Familiarise yourself with their festivals and the kind of customer interactions they might have. This will help you answer questions confidently and show your genuine interest in the role.
✨Show Off Your Communication Skills
As a Customer Care Representative, strong written communication is key. Prepare examples of how you've handled customer enquiries in the past, especially in high-pressure situations. Practise articulating your thoughts clearly and concisely to demonstrate your ability to communicate effectively.
✨Be Solutions-Focused
During the interview, highlight your problem-solving skills. Think of scenarios where you turned a negative customer experience into a positive one. This will showcase your resilience and ability to maintain a calm approach under pressure, which is crucial for this role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges faced during festival periods, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
