Customer Service Coordinator

Job Description:

Job Summary:
Company: Festival Republic
Department: Customer Service
Location: Farringdon, London and onsite at festivals
Reports to: Head of Customer Services
Working Hours: Full time plus additional hours required by the business
Contract Type: Fixed term until Sept 2026

Role Description

We are looking for a Customer Services Coordinator to be the first point of contact for our customers, responding to queries from customers across a wide range of our events. The role will involve working on site at festivals and events, as well as helping the team in reviewing customer feedback and presenting the results of post-event customer surveys.

Festival Republic is part of Live Nation Entertainment, the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

What it's like to work in the Team

The role of Customer Services Coordinator will be an integral member of the Festival Republic Customer Services team, where our festivals and events are as diverse as the individuals within them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values.

The visitors to our festivals and events are more than customers, they're our Fans. They are at the heart of everything we do. Our mission is to 'put fans first and deliver world class experiences.'

Who you are

Competencies / Skills / Knowledge / Experience

* A background in high quality and high-volume customer services from pre-purchase to post-event across a complex business would be highly advantageous. The role could also suit someone with prior experience working in a customer-facing role at music festivals and have excellent written communication skills
* Experience of dealing with customer enquiries, complaints and support with experience using a CRM tool such as Zendesk (preferred)
* Ability to work in high pressure situations, including high level skill in trouble shooting and problem solving
* Excellent organisation, verbal and written communication skills and an eye for detail
* Good working knowledge of MS office including PowerPoint

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

* Passionate about delivering engaging and memorable customer experiences
* Excellent interpersonal and relationship building skills
* Customer Focus with a passion for customer service and putting the fan at the heart of the business
* Resilient, resourceful and tenacious
* Comfortable working onsite at music festivals and working some longer hours to accommodate events

What the role includes

* Acting as the first point of contact in dealing with queries covering a wide range of festivals and events
* Resolving fan queries in a timely and professional manner within established timeframes and targets, and escalating issues internally when required
* This is an office-based role for the majority of the time but you will also be offering on-site Customer Service support when required at festivals and events

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. 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 Company

Festival Republic 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.

APPLICATION DEADLINE: Thursday 9th July. We reserve the right to close applications at any time.

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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains