Customer Service Coordinator, Cream

Description du poste:

Job Summary:
Company: Cream Global Ltd.
Location: Liverpool (office based), and on site at events
Reports to: Customer Services Manager
Working Hours: Monday to Friday 9am - 5pm, with additional evening and weekend work during peak periods and event delivery, as required.
Contract Type: Full time - Some weekends and evenings required over show dates

Role Description

We are looking for a Customer Service Coordinator to join our team and play a key role in delivering high-quality customer experiences across various Cream Global Ltd events including Creamfields, Download Festival, On the Waterfront, In the Park and other UK events.

As the first point of contact for customers, this is a pivotal role in shaping the fan journey before, during and after each event. You will manage enquiries, resolve issues with care and professionalism, and support the Customer Services Manager in ensuring a smooth and consistent customer experience across all touchpoints as needed.

This is a hands-on position suited to someone who thrives in a fast-paced environment, has a passion for live events, and takes pride in delivering clear, accurate and empathetic communication.

Key Responsibilities

Customer Contact Management
* Act as the primary contact for customer enquiries across email and other channels
* Respond to queries and complaints in a timely, accurate and professional manner
* Ensure all communications align with brand tone and guidelines
* Escalate complex or sensitive issues where required

Content & Communications
* Support the development and maintenance of FAQs and customer-facing information
* Ensure all event information is accurate, consistent and up to date

CRM & Systems
* Manage customer interactions through CRM platforms (Zendesk preferred)
* Accurately log, categorise and resolve cases in line with service standards

Administrative & Team Support
* Provide day-to-day administrative support to the Customer Services Manager and wider team
* Assist with reporting and documentation and coordination of seasonal staff
* Support customer service delivery on-site at events as required
* Contribute to wider team tasks and ad hoc duties to support event delivery

About You

Skills & Experience

Essential
* Proven experience in a customer service role, ideally within live events
* Strong written and verbal communication skills
* Experience handling customer enquiries and complaints with professionalism
* Experience using CRM systems (Zendesk preferred)
* Highly organised with the ability to manage various customer comms across different shows
* Resilient and calm under pressure
Desirable
* Full UK driving licence

Behaviours
* Empathetic communicator who handles customer interactions with care and professionalism
* Performs well in high-pressure environments
* Works effectively independently and in a team
* An eye for detail, ensuring accuracy and consistency in all communications
* Understands and supports a diverse customer base
* Flexible approach to working hours, specifically during event weekends / onsales etc

Key Dates (2026)

You will be required to work on-site at the following events (plus any additional events as required):

Download Festival: 10th - 14th June
On the Waterfront: 18th - 21st June
In the Park Liverpool: 15th August
Creamfields: 27th -30th August

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

Cream Global Ltd. is part of Live Nation Entertainment which is the world's leading live entertainment company

APPLICATION DEADLINE: Monday 27th April. We reserve the right to close applications at any time so encourage early application where possible.

#LI-SL1
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