A fantastic opportunity to join one the UK's leading Live Entertainment Brands!
We are keen to connect with experienced Customer Service Managers/ Team Lead/ Team Supervisors, who have proven experience of managing a large in-bound customer service division. Experience within ticketing and the creative industry (music/ events/ entertainment), would be highly desirable!
You'll be part of a brand which is redefining live entertainment. It's a place where you can be yourself, influence the culture, and create work that you're proud of!
Role responsibilities:
On-board, train & manage the temporary UK Support Agents (20+).
Set targets and assist the agent with their delivery through training, motivation and management.
Schedule the team to ensure they have the correct coverage for the events they are ticketing
Assist other teams with complex issues which require input from Fan Support.
Handle escalated queries.
Spend 20% of your time working on the inbox answering more complex queries from Fans.
Assist with answering fraud and disputes.
Ensure training documentation is up to date and relevant.
Aid with hiring new temporary team members, ensuring our client has the best possible team to help Fans
Monitor performance of the team, arrange regular reviews and provide feedback and guidance to team members
Ensure SLA's & KPI's are adhered to
Implement training; new processes/ ways of working; come up with innovative ideas to motivate and encourage your team.
We are open to hearing from immediately available candidates who can be considered to start immediately on a tempoary to permanent basis, as well as permanent applicants on notice who we will consier on a full time basis.
Handle actively welcomes applicants from under-represented backgrounds
PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.
