At a Glance
- Tasks: Lead customer service and enhance fan experience at festivals.
- Company: Join Festival Republic, part of the world’s leading live entertainment company.
- Benefits: Enjoy generous vacation, healthcare, and access to free live events.
- Other info: Inclusive environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experiences in the vibrant festival scene.
- Qualifications: Experience in high-quality customer service and team management required.
The predicted salary is between 36000 - 60000 € per year.
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
- 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: Live Nation International
Festival Republic Limited, located in the vibrant Farringdon area of London, is an exceptional employer that prioritises employee well-being and professional growth. With a strong commitment to inclusivity and a supportive work culture, employees are encouraged to bring their whole selves to work while enjoying unique benefits such as generous vacation time, healthcare, and access to free live events. As part of Live Nation Entertainment, employees have the opportunity to thrive in a dynamic environment that values talent and fosters career development.
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
Prepare for interviews by researching the company and its culture. Understand their values and how they approach customer service. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your problem-solving skills! Since this role involves handling complex customer issues, think of examples from your past experiences where you successfully resolved conflicts or improved customer satisfaction. Be ready to share these during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Festival Republic team and contributing to an amazing customer experience.
We think you need these skills to ace Head of Customer Services
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Services role. Highlight your experience in customer service, especially in high-pressure environments, and show how you align with our values of excellence and inclusivity.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that showcase your problem-solving abilities and your knack for managing customer complaints effectively.
Be Personable:We love a bit of personality! When writing your application, let your passion for customer service shine through. Show us how you can inspire and motivate others, as this is key for the Head of Customer Services role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re keen on joining our team at Festival Republic!
How to prepare for a job interview at Live Nation International
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service knowledge, especially around complaint management and resolution. Be ready to discuss specific examples from your past experiences where you've successfully handled complex customer issues.
✨Showcase Your Leadership Skills
As a Head of Customer Services, you'll need to demonstrate your people management experience. Prepare to talk about how you've developed teams, managed performance, and coached individuals to success in high-pressure situations.
✨Familiarise Yourself with CRM Tools
Since the role requires robust experience with customer service CRM solutions like Zendesk, make sure you're comfortable discussing how you've used these tools in previous roles. Highlight any specific projects or processes you've implemented that improved customer interactions.
✨Emphasise Your Problem-Solving Abilities
Be prepared to share examples of how you've fostered problem-solving between teams and stakeholders. Think of scenarios where your resourcefulness and tenacity led to successful outcomes, especially in challenging environments like festivals.
