Customer Services Manager, VIP Nation

Job Description

Company: Live NationDepartment: VIP Nation Europe UKReports to: VP VIP Nation Festivals & Tours UKWorking hours: 40 Hours per weekRole DescriptionVIP Nation is a department of Live Nation which provides VIP package solutions to tours, festivals and special events. The VIP Nation team work alongside the event organisers to develop VIP concepts and look at potential opportunities to enhance both thecustomer experience and generate incremental revenue for the artist, promoter and/or festival.Reporting to the VP VIP Nation (UK), you will be responsible for the overall customer experience across VIP Nations festival and touring products in the UK.In this role you will thrive on the success of improvement, ensuring that our business deliver a first-class experience to the fan as well as our key stakeholders (Promoters, Artists and Festivals).Who you areCompetencies / Skills / Knowledge / Experience

• Strong attention to detail is an absolute necessity
• Ability to strategically analyse the customer journey and identify potential opportunities for improvement
• Experience in a customer services environment, ideally in a dispute resolution capacity
• Strong communications skills and good command of written English
• Able to presents ideas and information in a concise well-organized manner
• Effective listening skills and a willingness to resolve conflicts in a positive manner
• Critical thinking skills & analytical approach to problem solving and driving toward solutions
• Some familiarity / experience within the live music industry would be very beneficial
• Excellent computer skills, including use of MS Office packages (Excel, Word, PowerPoint)

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

• Strong interpersonal skills, with the ability to work effectively with internal and external stakeholders from multiple countries
• Proactive and demonstrates initiative, drive and commitment to achieve objectives
• Ability to work independently with a high level of personal responsibility and initiative
• Commercially minded - able to identify and exploit opportunities
• Passionate about consumer experience, always strive to improve
• Proactive and solutions focused
• Methodical approach

What the role includes

• Manage and implement a Customer Service strategy identifying new methods and technologies that increase effectiveness. Proactively minimising the amount of customer enquiries via email and phone.
• Ensuring enquiries and customers are helped within a timely manner and seen through to completion (over phone and email and social media).
• In conjunction with the Ticketing Manager, action holds, refunds and update customer booking information (i.e. name change, address change)
• Work with the accounting department to ensure all refunds are approved by relevant stakeholders and the relevant actions are taken on both the internal business side and customer side.
• Provide resolution to complaints that require escalation, communicating with Senior Ticketing Manager and Finance as necessary.
• Analyse customer feedback and frequently asked questions, and proactively look for ways to improve the customer journey based on these observations.
• Create and maintain documentation that summarises feedback relating to the customer experience for each tour/festival, including relevant action points and plans.
• Regularly update event information, T&Cs, Special conditions and FAQs including but not limited to the VIP Nation website, TM website, LN website and Zendesk.
• Work alongside the wider team to improve the way we communicate to customers online, including relevant information on the VIP Nation website.
• Together with Operations department run damage control on festivals and events, should any major customer issues arise.
• Track and maintain a database on touring/festival feedback, including a documented process for evaluating refund amounts that relates to customer issues.

Equal OpportunitiesWe 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 balanceyour 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. Its talent that matters to us and we encourage applicationsfrom people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.Reality CheckWhile this is a great opportunity in an exciting industry this is not just a chance to see shows for free! The role is not your ordinary 9-5 and the industry is demanding with sometimes unsociable and long hours. The excitement and energy of the shows, toursand festivals we create comes from the hard work and dedication we commit to our work, and this role is no exception to this. So, get ready to bring your best to the role.The CompanyLive Nation Entertainment is the worlds 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 milliontickets 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. Thesebusinesses 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.

Keyskills :
Customer IssuesCustomer ServiceEntertainmentManagementConcerts