At a Glance
- Tasks: Assist customers with enquiries and complaints for exciting winter events.
- Company: Join a vibrant team at a leading events company in London.
- Benefits: Gain valuable experience, flexible hours, and a fun work environment.
- Other info: Perfect for those seeking a dynamic role with growth opportunities.
- Why this job: Be part of unforgettable events and make a difference in customer experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 21150 - 25850 £ per year.
Reporting to: Ticketing & Customer Operations Team
Dates: Early November to Early January
Hours: Full-time, 5 days per week. This role will include weekend and bank holiday working, with weekday days off as part of the working pattern. Working hours and days will vary in line with event requirements.
Location: Holborn, London
Role Description: We are looking for friendly, organised and enthusiastic Ticketing & Customer Operations Assistants to join our winter events team. Based in our Head Office, you will support customers across Hyde Park Winter Wonderland, Glide at Battersea Power Station and Windsor Great Park Illuminated, responding to enquiries and complaints by email and phone. This is a fast-paced role that requires excellent communication skills, attention to detail and the ability to remain calm and professional when dealing with challenging or high-volume customer enquiries.
Key Responsibilities:
- Respond to all customer enquiries and complaints by email and telephone in a professional, friendly and timely manner.
- Provide accurate information about events, tickets, attractions, facilities, accessibility and event policies.
- Investigate customer complaints and liaise with relevant internal teams to establish the facts.
- Recognise when an enquiry requires escalation to the appropriate person or department.
- Accurately record customer interactions, complaints and resolutions using the relevant systems.
- Identify recurring customer issues and share feedback with the wider Customer Operations team.
- Handle challenging or sensitive conversations calmly, professionally and empathetically.
- Support the team during periods of high enquiry volumes and busy event periods.
- Work collaboratively with other event departments to resolve customer enquiries.
Essential:
- Excellent written and verbal communication skills.
- Strong attention to detail and accurate record keeping.
- Comfortable learning and using customer service and ticketing systems.
- Strong IT skills and confidence working across multiple systems.
Desirable:
- Experience using Zendesk or another CRM/customer service platform.
- Experience or interest in the events industry.
- Experience working in a high-volume customer service environment.
- Knowledge of accessibility and inclusive customer service.
Hours: Outside of the live events (up to mid-November and after early January), hours are Monday to Friday 9.30am - 5.30pm, 5 days per week. During event live, the team will work 5 days per week on a shift pattern: Monday to Friday 9.30am - 5.30pm or 11am - 7pm (4 weekdays per week) Saturday and Sunday 10am - 6pm (1 weekend day per week). You will be required to work at least one Bank Holiday day over the Christmas period. Saturday and Sunday hours will typically be at our Head Office, but this will be subject to change dependent on event requirements.
Don't worry if you don't tick every box! We're looking for people with the right attitude and enthusiasm, and we'd love to hear from you even if you don't have all the experience or skills listed.
Ticketing & Customer Operations Assistant in London employer: MARI
MARI Group is an exceptional employer, offering a vibrant work culture in the heart of central London, where creativity and passion for live experiences thrive. With a hybrid work environment, generous benefits including pension matching, paid parental leave, and wellness programmes, MARI prioritises employee well-being and growth. As a Talent Acquisition Advisor, you'll play a pivotal role in shaping the future of events while enjoying opportunities for professional development in a diverse and inclusive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Ticketing & Customer Operations Assistant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MARI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MARI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Ticketing & Customer Operations Assistant in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MARI:Your cover letter is your chance to shine! Tell us why you want to work at MARI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MARI!
How to prepare for a job interview at MARI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
