Customer Services Representative (Max term contract until Feb 2027) in London

Ticketek is a global leader in ticketing and technology with 40+ years of experience with ticketing major international events and partnering with the world's premier venues. We put fans and innovation at the heart of everything we do. An exciting role has become available for someone who has a passion for the events/music industry in our Ticketek UK Customer Services team based in London. Culturally we are an ambitious, innovative, commercial, fast-paced environment, where our focus is on our people's strengths and talent. This environment has been key in our success to date – one that is collaborative where our people aspire to exceed.

Every day might look a bit different, however it is likely to include customer service, ticket dispatch, and event-related support. You will have a continuous improvement mindset, delivering timely, efficient, and effective Customer Service and Dispatch services.

Working Pattern

This is a hybrid role, with employees expected to work three days per week from the office and two days from home. The standard working hours are 9:00 am to 5:00 pm, Monday to Friday. Flexibility is required to support business needs, including occasional weekend event work and increased availability during peak periods such as Christmas and New Year.

The Role

Being part of our Customer Services team, you will:

• Respond to customer enquiries promptly and professionally via telephone, email, social media platforms, and Trustpilot.
• Print, prepare, and dispatch tickets for customers attending upcoming events.
• Ensure an exceptional customer experience is at the heart of all activities and interactions.
• Collaborate effectively with a wide range of internal stakeholders to support business objectives.
• Work closely with the Client Services and Marketing teams to identify opportunities to enhance the overall customer journey.
• Manage and continuously improve website FAQ content to provide customers with accurate and up-to-date information.
• Provide on-site support at events as required, including occasional weekend working.
• Demonstrate flexibility during peak periods, particularly throughout the Christmas and New Year season, to meet business and customer needs.

Requirements

The Person

We're looking for someone who:

• Has excellent communication skills, with the ability to engage professionally and confidently with stakeholders at all levels.
• Is adaptable and resilient, with the ability to thrive in a fast-paced and evolving environment.
• Possesses strong problem-solving skills, capable of identifying practical solutions and implementing improvements where needed.
• Has exceptional organisational and time-management skills, with the ability to manage multiple priorities and meet competing deadlines.
• Shows high attention to detail and commitment to accuracy.
• Is skilled at building rapport and developing positive relationships with customers and clients.
• Is a collaborative team player who is committed to delivering outstanding results and supporting colleagues.
• Has previous customer service experience, whether online, over the telephone, via email, or in a face-to-face environment.
• Has experience using CRM systems; knowledge of Zendesk would be advantageous.
• Has experience of using Google Applications, Meta Business Suite, and Trustpilot Business would be advantageous.

Previous online customer service experience is desirable but not essential. We are keen to hear from candidates with retail or in-person customer service experience who can demonstrate excellent communication skills, a passion for delivering outstanding customer service, and a willingness to learn.

Benefits

So, what does Ticketek & TEG offer? Culturally, we are ambitious, innovative and commercially driven, operating in a fast-paced environment that focuses on developing our people's strengths and talent. This collaborative culture has been central to our success, with teams motivated to consistently exceed expectations. Our people enjoy a wealth of benefits including:

• 23 days annual leave plus Birthday leave
• Enhanced pension contributions, sick and family leave
• Complimentary tickets
• Recognition awards
• Employee Assistance Programme

Applying for this role

At Ticketek and TEG, we are committed to fostering an inclusive and balanced workforce, supported by policies and processes that put this at the heart of our strategy. We welcome applications from all suitably qualified candidates, regardless of gender, gender identity, disability, marital or parental status, racial, ethnic or social origin, colour, religion or belief, or sexual orientation. We strive to make our recruitment process accessible and inclusive for everyone. If you require any adjustments to ensure a fair and equitable experience, please let us know when scheduling your interview.

To apply for this role, please send your CV and cover letter detailing your salary expectations to:

Please know you must have the right to work in the UK to be considered for this role.