Customer Experience Executive

Beschreibung:

Job Summary:
MCD Productions is seeking a Customer Experience Executive to support the delivery of high-quality customer care across live events. This role incorporates the administration and management of day-to-day customer queries - working closely with event teams and partners - while providing on-site support to ensure a smooth and enjoyable experience for all attendees.

Key duties and responsibilities relating to the position include
* Acting as a customer representative for all MCD events and deputising when required
* Monitoring and managing customer queries, feedback, and issues through the CRM system, and maintaining associated records
* Liaising with ticketing agents, venues, and partners
* Assisting in the planning, development and implementation of continuous improvement - whether relating to policies, procedures or initiatives to support the customer experience
* Identifying and implementing solutions to improve access for customers with accessibility requirements
* Assisting in the drafting and issuing of customer information in advance of events, including for accessible ticketholder arrangements
* Arranging staffing provisions and the coordination of relevant contractors and volunteers
* Providing annual leave cover within customer experience and other company departments, when required

Skills & Experience
* Experience in events, customer service, or front-of-house roles
* Experience in a fast-paced, high-volume environment with the ability to handle customer queries and issues professionally
* Strong (oral and written) communication and interpersonal skills, together with an ability to engage confidently in demanding situations
* An understanding of ticketing processes and event operations
* Highly organised, proactive, and adaptable - with strong administrative skills and attention to detail
* Flexible with a willingness to work evenings and at weekends

Equal Opportunities

We 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. As a growing business, we 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 as an equal opportunities employer, we encourage applications from people irrespective of their gender/gender identity, marital/civil or family status, race/ethnicity or membership of the Traveller community, sexual orientation, religion, age or disability status.

APPLICATION DEADLINE: Monday 4th May 2026. We reserve the right to close applications at any time so encourage early application where possible.

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