At a Glance
- Tasks: Be the friendly voice helping customers with ticketing and event queries.
- Company: Join a cutting-edge tech company revolutionising the events industry.
- Benefits: Enjoy a competitive salary, performance bonuses, and share options.
- Other info: Flexible working hours and a vibrant team culture await you.
- Why this job: Make a real difference in customer experiences at major global events.
- Qualifications: Great communication skills and a knack for problem-solving.
The predicted salary is between 25000 - 25000 € per year.
Steele Charles are proud to be exclusively partnering with an innovative ticketing and events technology provider, to hire a Customer Service Operative to join their growing team in Edinburgh. This is a self-service ticketing and accreditation platform powering some of the largest and most important events in the world. Built by event organisers and developers, the business is rethinking how ticketing works - with a strong focus on user experience, service, and smart technology. This is a fantastic opportunity to join a fast-growing, mission-driven tech company where customer experience sits at the heart of everything.
The Role
As one of the voices of the business, you’ll be the first point of contact for customers, delivering outstanding support across phone, email, and social channels. You’ll help event-goers and organisers navigate ticketing and payment queries while feeding valuable insights back into the product and operations teams. This role suits someone who is empathetic, calm under pressure, and great at solving problems in real time.
Key Responsibilities
- Managing inbound customer service calls with professionalism, warmth and efficiency
- Providing support via phone, email, and social media
- Resolving ticketing issues such as missing tickets and double payments
- De-escalating challenging situations with empathy and logic
- Identifying recurring customer frustrations and suggesting process or product improvements
- Logging and managing interactions via Freshdesk
- Escalating complex cases to internal teams when needed
What We’re Looking For
- Exceptional telephone manner - confident, articulate, and professional
- Excellent verbal and written communication skills
- Strong active listening and natural empathy
- Quick-thinking problem solver who can stay calm during live conversations
- Organised, self-motivated, and able to manage high volumes of enquiries
- Positive attitude and professional presentation
Desirable (but not essential): Customer service experience, ticketing or events industry exposure, box office or front-of-house experience, and familiarity with helpdesk tools like Freshdesk.
The Details
- Location: Edinburgh (3 days office, 2 days hybrid)
- Hours: Core 9am–5pm with flexibility between 08:00–19:00
- Salary: £25,000
- Benefits: Discretionary performance bonus + EMI share options for high performers
If you’re someone who enjoys helping people, thrives in a fast-moving environment, and wants to be part of a company shaping the future of event technology, we’d love to hear from you.
Customer Service Executive (Events & Ticketing) in Broughton employer: Steele Charles Ltd
Steele Charles offers an exceptional work environment for Customer Service Executives in Edinburgh, where innovation meets a strong commitment to customer experience. With a focus on employee growth, the company provides opportunities for professional development and a supportive culture that values teamwork and empathy. Enjoy a competitive salary, performance bonuses, and the flexibility of a hybrid working model, all while being part of a mission-driven tech company that is reshaping the events industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive (Events & Ticketing) in Broughton
✨Tip Number 1
Get to know the company inside out! Research their mission, values, and recent events they've worked on. This will help you connect with them during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be the voice of the business, it's crucial to articulate your thoughts clearly. Try role-playing common customer scenarios with a friend to build your confidence and empathy.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues under pressure. This will demonstrate your quick-thinking abilities and how you can handle challenging situations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Service Executive (Events & Ticketing) in Broughton
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and enthusiasm into your words. Remember, we’re all about user experience, so make sure your application reflects that.
Tailor Your Application:Make sure to tailor your application specifically for the Customer Service Executive role. Highlight any relevant experience you have in customer service or the events industry, and connect it back to how it makes you a great fit for us. We love seeing how you can contribute to our mission!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Avoid fluff and focus on showcasing your skills and experiences that align with the job description.
Apply Through Our Website:Don’t forget to apply 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 and ready to join our innovative team!
How to prepare for a job interview at Steele Charles Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Steele Charles and their innovative ticketing platform. Understand their mission, values, and the technology they use. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've demonstrated exceptional customer service. Think about times when you resolved issues or de-escalated challenging situations. Be ready to discuss how you can bring that same empathy and problem-solving ability to the Customer Service Executive role.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you’re engaged and understand the importance of listening in a customer service role. It’s a key skill for managing inbound calls and resolving queries effectively.
✨Prepare Questions to Ask
Have a few thoughtful questions ready to ask at the end of your interview. Inquire about the team dynamics, the tools they use like Freshdesk, or how they measure success in customer service. This demonstrates your enthusiasm for the position and helps you gauge if it’s the right fit for you.
