Job Description: Job Description for Customer Relations Agent to honour the wonder of childhood at Christmas. Frustrated by the poor quality of festive experiences available for their own four boys, the Battles set out to elevate this moment of childhood and reimagine the Father Christmas myth through original storytelling, meticulous set Their ground-breaking immersive show opened in 2007 and immediately captured the attention and hearts of parents nationwide. Powered by their purpose, the couple partnered with Hollywood set designers and West End performance professionals to produce an experience of unprecedented quality and detail. With an NPS of 72 (outperforming industry icons in the entertainment space), Lapland’s customer loyalty is second to none and has now welcomed nearly 2 million ‘believers,’ with tickets selling out on release for what the press now terms ‘the Glastonbury of Christmas’. Advent calendar and soon, a Christmas Eve In 2023, Lapland launched its first podcast, Elfcast, which achieved No. 1 in the UK Family Charts and ranked in the global top 10 over Christmas. With plans to expand into audio and content year-round, our IP and characters are reaching audiences in new and emotionally resonant ways. content, Lapland is on a mission to become the definitive global Christmas brand anchored in belief, storytelling, and the enduring magic of childhood. As Customer Relations Agent, you will be responsible for the daily overview and handling of enquiries and escalations within our CRM platform. Reporting into the Customer Relations Manager, you will be expected to review, effectively resolve, and manage enquiries and escalations from guests in a timely and professional manner, aligning with the framework, tone of voice, and standards set by the Lapland customer relations team. In this role, you will contribute directly to our mission of preserving the wonder and belief in Father Christmas, ensuring that every guest is met with kindness, professionalism, and warmth. Review, manage, and resolve guest enquiries and escalations in a timely manner in accordance with set Service Level Agreements (SLAs). Assist with ticketing enquiries, booking amendments, and online customer journey queries and digital experience concerns. Support product-related enquiries, including liaising with the call centre and handling minor escalations. Confidently use commerce software such as Shopify and Unify to resolve customer queries. Manage and troubleshoot photography queries collaborating with our third-party photography companies and using their software. Escalate complex or sensitive issues to the Customer Relations Coordinator and Customer Relations Manager as required. Assist in logging and tracking complaints across online channels and live events. Ensure all complaints and service recovery actions are accurately recorded in HubSpot. Handle all communication with guests professionally and sensitively, maintaining privacy and upholding the tone and standards set by the Lapland customer relations team. Collaborate with the Customer Relations Manager and Coordinator, outsourced providers, and internal teams to address guest issues promptly and efficiently. Maintain a positive, solution-oriented approach to complaint handling to ensure that every guest feels valued, respected, and heard. Work actively towards Lapland’s mission of delivering a magical visit to our guests, preserving the fleeting belief in Father Christmas for children and families. Previous customer service and complaints handling experience is desired Experience in using computer-based systems, including CRM platforms, booking systems, and Microsoft Excel. We are seeking organised, solution-oriented, and driven individuals to join our seasonal Customer Relations team, working alongside our permanent team and Customer Relations Manager. Ability to prioritise workloads and manage multiple cases simultaneously while maintaining quality. Split shifts required: 8:00am – 4:00pm, 9:00am- 5:00pm and 10:00am – 6:00pm. ~5 days per week, including weekend shifts. 40 hour working week plus overtime available. ~ This is a seasonal position for the Christmas period. Candidates must be able to commit to a minimum of 5 shifts per week for the duration of the contract, including weekend availability. ~ Full availability is required during peak trading dates, including Christmas Eve, Boxing Day, New Year’s Eve, and New Year’s Day. ~ Some training will take place in Ascot, Surrey, so candidates must be able to travel to this location. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results. We are in service to belief. 14.50 per hour Dog friendly office ~20% discount on retail items on selected dates ~20% Arcade food and drink discount We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
Online Customer Service Support Agent in London employer: LaplandUK
LaplandUK is an exceptional employer, offering a unique opportunity to be part of a magical event that celebrates childhood wonder. With a strong focus on teamwork and personal development, employees enjoy a supportive work culture, competitive pay, and benefits such as free meals and beverages on site. Located in the picturesque Capesthorne Hall, Manchester, this role not only allows for hands-on experience in a creative production environment but also fosters growth within the greenery and floristry sectors, making it an ideal place for those passionate about their craft.
