Job Summary:Company: Live Nation (Music) UKDepartment: VIP Nation (UK)Location: Farringdon, London plus some onsite working (UK based) throughout festival seasonReports to: Customer Services Manager, VIP Nation (UK)Contract Terms: 12 months fixed term contract (full-time)Working hours: 40 hours per week plus some evenings and weekends to service eventsRole DescriptionVIP Nation is a department of Live Nation which provides VIP package solutions to tours, festivals and special events. The VIP Nation team work alongside the event organisers to develop VIP concepts and look at potential opportunities to enhance both the customer experience and generate incremental revenue for the artist, promoter and/or festival.Reporting to the Customer Services Manager of VIP Nation (UK), you will be responsible for assisting with the overall customer experience across VIP Nation domestic touring and festival products in the UK. In this role you will thrive on the success of improvement, ensuring that our business deliver a first-class experience to the fan as well as our key stakeholders (Promoters, Artists and Festivals). The role will require some periods of working away from home. Whilst at event sites you will be expected to assist with Customer Services. What we can offer youLive Nation offers impressive employee benefits including unlimited annual leave. The newly opened Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent. Who you areCompetencies / Skills / Knowledge / Experience Strong attention to detail is an absolute necessityAbility to strategically analyse the customer journey and identify potential opportunities for improvementExperience in a customer services environment, ideally in a dispute resolution capacityConfidence with dispute resolution and handling in-person complaints and de-escalating occasionally high-stressed situationsStrong communications skills and good command of written English and confident phone mannerAble to present ideas and information in a concise well-organised mannerStrong interpersonal skills, with the ability to work effectively with internal and external stakeholdersEffective listening skills and a willingness to resolve conflicts in a positive mannerCritical thinking skills and analytical approach to problem solving and driving toward solutionsSome familiarity / experience within the live music industry would be very beneficialExcellent computer skills, including use of MS Office packages (Excel, Word, PowerPoint)Behaviours The following attributes determine how the role will be carried out and are required to be a successProactive and demonstrates initiative, drive and commitment to achieve objectivesAbility to work accurately and meet deadlines Process driven, well organised, deadline-focussed and adept at prioritising workloadsAbility to work independently with a high level of personal responsibility and initiativePassionate about consumer experience, always strive to improveProactive and solutions focusedMethodical, calm and patient approachAbility to build rapportWhat the role includesAssist with managing a Customer Service strategy, identifying new methods and technologies that increase effectiveness. Proactively minimising the amount of customer enquiries via email and phone.Ensuring all allocated enquiries and customers are helped within a timely manner and seen through to completion (over phone and email and social media).In conjunction with the Customer Services manager and Head of Ticketing, action holds, refunds and update customer booking information (i.e. name change, address change).Assist the accounting department to ensure refunds are approved by relevant stakeholders and the required actions are taken on both the internal business side and customer side.Analyse customer feedback and FAQs, communicate these to the wider team and proactively look for ways to improve the customer journey based on these observations.Create and maintain documentation that summarises feedback relating to the customer experience for allocated tours/festivals, including relevant action points and plans. Track and maintain a database on touring/festival feedback, including a documented process for evaluating refund amounts that relates to customer issues.Update event information, T&Cs, special conditions and FAQs including but not limited to the VIP Nation website, TM website, LN website and Zendesk.Assist the Operations department and Customer Services Manager with damage control on festivals and events, should any major customer issues arise. Liaise with temporary staff at festivals, with regards to customer handling, assuming responsibility for escalation of complaints/issues as necessary.Assist in managing resolution centres at festivals or events to deal with customer issues on site when needed.Work with the Operations Team to review customer letters and ensure information being sent per event is factual and correct.Assist in assuring inclusivity and accessibility of events for all customer groups in compliance with relevant regulations and legal guidelines in consultation with Live Nation legal team. Equal OpportunitiesWe are passionate and committed to our people and go beyond the 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 homelife. As a growing business we will 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.The CompanyLive Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.comAPPLICATION DEADLINE: 12TH FEBRUARY 2024. We reserve the right to close applications at any time.#LI-SL1
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