At a Glance
- Tasks: Be the voice of our brand, helping customers with ticketing and event queries.
- Company: Join a mission-driven tech company revolutionising the events industry.
- Benefits: Enjoy a competitive salary, performance bonuses, and share options.
- Other info: Flexible working with a mix of office and remote days in vibrant Edinburgh.
- Why this job: Make a real difference in customer experiences at major global events.
- Qualifications: Strong communication skills and a knack for problem-solving are key.
The predicted salary is between 24000 - 26000 € 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 Edinburgh 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. Employees benefit from a supportive culture that values empathy and problem-solving, alongside opportunities for professional growth through performance bonuses and EMI share options. Join a mission-driven team that is reshaping the events industry with cutting-edge technology and a focus on user satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive (Events & Ticketing) in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations 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 sound confident and articulate. Try role-playing with a friend or family member to get comfortable handling different customer scenarios.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. This will demonstrate your quick-thinking abilities and calmness under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining our innovative team.
We think you need these skills to ace Customer Service Executive (Events & Ticketing) in Edinburgh
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 vibe.
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 you can contribute to our mission-driven tech company. We love seeing how you fit into our world!
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 jump into the exciting world of event technology with us!
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 Empathy
As a Customer Service Executive, empathy is key. Prepare examples from your past experiences where you've successfully resolved customer issues with understanding and care. This will demonstrate your ability to connect with customers and handle challenging situations gracefully.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you’re engaged and can help you clarify any points. It’s a great way to highlight your communication skills, which are crucial for this role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of potential ticketing issues or customer complaints you might face and how you would handle them. This preparation will help you articulate your thought process and demonstrate your quick-thinking skills.
