Job Summary: Company: Festival Republic Limited Department: Customer Service Location: Farringdon, London Reports to: Head of Customer Services Working Hours: 40 plus any additional hours required by the business Contract Type: Fixed term, initial duration of 12 months The Role 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.’ Competencies / Skills / Knowledge / Experience + A background in high quality and high-volume customer services from pre-purchase to post-event across a complex business + 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 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 + 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 standard 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 home life. As a growing business, we’ll 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. Our Company Live 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.com APPLICATION DEADLINE: Monday 24th March 2025. We reserve the right to close applications at any time so encourage early application where possible. #LI-SL1 #FestivalRepublic