Job Summary:Company: DF Concerts and EventsDepartment: Business SupportLocation: Glasgow, UK and onsite at music festivals/events during the summer as requiredReports to: Business Support ManagerWorking Hours: 24 hours per week and onsite work at festivals which will include some weekend workingContract type: Fixed term. Expected duration: June – mid-Sept 2023Role DescriptionYou are responsible for coordinating general enquiries and resolving concert and event complaints by liaising effectively with internal departments and external ticketing providers by using strong communication links.You will be the primary contact within the customer service team delivering this role but working with the Accessible Manager, Customer Service and Accessibility Assistant and Business Support Assistant to deliver excellent service levels, that enable a positive experience for fans and drive customer retention.As required you will provide onsite support to the accessibility team at key outdoor events.What it’s like to work in the TeamWe are a small, hard-working team who care about our fans and aim to deliver customer service that enhances their experience. We have a supportive atmosphere where each person is empowered to take ownership of their responsibilities. We are a group of doers, problem solvers, positive thinkers who have the core values of excellence and inclusivity. We stive to support our business to continuously improve by being active listeners who turn feedback into opportunity.Who you areCompetencies / Skills / Knowledge / ExperiencePrevious experience in providing effective customer care, enquiry and written complaints handling is essentialSkilled in listening to a customer’s needs and providing the right solution with strong ability to respond well verbally and through written work is essentialPrevious administrative experience involving accurate data input is essentialStrong ability in using Microsoft packages and CRM systems is essentialGood time and task management with the ability to manage own workload is essentialPrevious experience working in the hospitality industry desirable but not essentialBehavioursThe following attributes determine how the role will be carried out and are required to be a successGreat communicator with ability to build rapport and relationships at all levelsCalm, polite and tactful with ability to deal with personal and emotive communications and defuse situations quickly if requiredContinuous improver, proactive, adaptive and resourceful, problem solverCustomer focused, with drive to meet deadlinesAbility to follow processes and procedures accuratelyTeam playerWork flexibly to demands of the businessWhat the role includesEffectively resolve event and concert complaints as per our policies, liaising with ticketing providers as required to ensure we create a positive experience for fansMaintain contact with the fan throughout the process and assess levels of satisfaction with the complaints handling and query processWork with the Accessibility Manager to direct agents on completion of tickets within the CRM system and complaints recording tracker Ensure integrity and quality of data on both the complaints recording tracker, CRM platform and refund processLiaise with internal teams to ensure key fan information is updated, quickly and accurately by attending meetings, delivering actions, updating macros on the CRM system and agent FAQs along with maintaining the CSA Help Centre as requiredSupport marketing department with responding to fan enquiries related to competitionsPrepare and present supportive trends monthly and end of event season improvement report on complaints and queries to business support manager Support the Accessibility Team with tasks as required, including onsite support at outdoor eventsEqual 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, race, sexual orientation, religion, age, disability status or caring responsibilities.The CompanyDF Concerts and Events is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management. DF Concerts & Events bring the best live music and life affirming experiences to music fans across Scotland, year after year through a range of large outdoor festivals, stadium shows and indoor concerts. DF Concerts works with the biggest names in music as well as championing the career progression of emerging acts by operating, “quite possibly the finest small venue in the world”, King Tut’s Wah Wah Hut – supporting the vibrant music scene from grassroots level, upAPPLICATION DEADLINE: Wednesday 10th May 2023. We reserve the right to close applications at any time so encourage early application.#LI-SL1#DFC
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