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For Companies At a Glance
- Tasks: Lead customer service initiatives and enhance fan experiences at festivals.
- Company: Festival Republic, part of Live Nation Entertainment, a leader in live events.
- Benefits: Inclusive work environment, professional growth opportunities, and a chance to impact customer experiences.
- Why this job: Be the voice of the customer and shape unforgettable festival experiences.
- Qualifications: Experience in high-volume customer service and team management required.
- Other info: Join a dynamic team passionate about excellence and inclusivity.
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 in London employer: Live Nation International
Contact Detail:
Live Nation International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Festival Republic or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching common customer service scenarios. Think about how you'd handle complaints or tricky situations. Show us your problem-solving skills and how you can keep customers happy!
✨Tip Number 3
Practice your communication skills! Whether it’s verbal or written, being clear and engaging is key. We want to see how you can inspire and motivate others, so don’t hold back on showcasing your personality.
✨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 us you’re genuinely interested in being part of the Festival Republic family.
We think you need these skills to ace Head of Customer Services in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Services role. Highlight your experience in customer service, especially in high-pressure environments, and showcase any relevant achievements that align with our values.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're passionate about customer service and how you can contribute to our team. Use specific examples from your past experiences to demonstrate your skills in complaint resolution and team management.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your written application is clear, concise, and free of errors. This is your chance to show us how well you can articulate your thoughts and ideas.
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 on joining our team!
How to prepare for a job interview at Live Nation International
✨Know Your Customer Service Inside Out
Make sure you brush up on the latest trends and best practices in customer service. Be prepared to discuss your experience with high-volume customer service environments and how you've handled complex issues in the past.
✨Showcase Your Problem-Solving Skills
Be ready to share specific examples of how you've resolved customer complaints or escalated issues effectively. Highlight your ability to troubleshoot under pressure, as this role will require quick thinking and resourcefulness.
✨Demonstrate Team Leadership Experience
Since this position involves managing a team, come prepared to talk about your people management skills. Share how you've developed and coached team members, and how you foster a positive and inclusive work environment.
✨Communicate with Confidence
Practice your verbal and written communication skills before the interview. You’ll need to inspire and motivate both your team and customers, so be clear and engaging when discussing your vision for customer service excellence.