Customer Service Manager - Escalations

Company: Live Nation

Department: Customer Communications and Escalation

Location: Farringdon, London and occasionally onsite at shows and festivals as required

Reports to: Customer Communications Director (Head of Escalation)

Working Hours : Full-time with additional working to meet business needs onsite during the summer season

Job Type: Permanent

Role Description

We are looking for an exceptional individual to join our newly created Escalations team as Customer Services Manager. Working across our touring and festival portfolio (including our VIP offering), you will play a central role in resolving our most complex and sensitive customer complaints; alleviating pressures on internal stakeholders and improving processes.

Your primary focus will be supporting the Head of Escalations by gathering the facts behind escalated cases, building clear case files and drafting fair, well-reasoned responses. You will also act as our day-to-day point of contact with the industry Alternative Dispute Resolution (ADR) service, managing case submissions, evidence and deadlines so that disputes are handled professionally and consistently.

This is a role for someone who loves live music, understands that a single ticket can represent a once-in-a-lifetime experience for a fan and can balance empathy for customers with the commercial and operational realities of running live events.

What it’s like to work in the Team

You will have your finger on the pulse of broader customer service best practice and will work collaboratively with colleagues and teams across the organisation to resolve some of our most challenging and sensitive issues; ensuring we put the customer first across our tours and festivals.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

Essential

• A background in leading high quality and high-volume customer services from pre purchase, to post visit across a complex business
• Significant experience in customer complaints and case management and resolution including escalations and complex issues
• Strong investigative and analytical skills, with the ability to draw together information from multiple sources into a coherent case
• Confident stakeholder management skills, with the ability to work collaboratively with internal teams and external partners.
• Ability to work in high pressure situations, managing a high volume of cases concurrently against firm deadlines, including high level skill in trouble shooting and problem solving
• Excellent organisation, verbal and written communication skills with the ability to draft clear, balanced and professional responses on sensitive matters
• Sound judgement and discretion when handling confidential, emotive or reputationally sensitive cases
• Familiarity with and confidence using customer service CRM solutions (preferably Zendesk) and good working knowledge of MS office
• Excellent interpersonal and relationship building skills
• Ability to foster problem solving between teams and stakeholders and to arrive at a solution that will contribute to the overall achievement of our goals
• Eye for detail and confident in delivering robust and scalable processes

Desirable

• Experience in the live music, events, ticketing, travel or hospitality sectors
• Direct experience of working with an ADR scheme or ombudsman service

Behaviours

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

• Customer focus with a passion for customer service and putting the customer at the heart of the business
• Resilient, resourceful and tenacious
• Proactive with a continuous improvement mindset

What the role includes

• Support the Head of Escalations in managing complaints that have been escalated beyond frontline customer service
• Build strong working relationships with internal stakeholders and teams across the business to obtain the information needed to resolve cases quickly and accurately
• Investigate each case thoroughly with internal and external stakeholders; identify appropriate resolutions
• Draft written responses to escalated complaints (to meet service levels) that are accurate, empathetic and in line with company policy for review and sign-off
• Feedback insight to event, ticketing and marketing teams to help prevent similar complaints in future
• Act as the liaison with the industry ADR service on behalf of the LN business; submit case responses with supporting evidence within required deadlines
• Monitor ADR case progress and ensure outcomes are implemented promptly and accurately
• Work closely with ADR to produce regular reports on escalated complaint and ADR volumes, root causes, outcomes and turnaround times
• Identify trends across events, ticket agents and complaint categories and recommend improvements to policies, terms and conditions, customer communications and processes
• Contribute to the development of response templates, case-handling guidance and knowledge resources for the wider customer services team
• Ensure all case handling complies with data protection (UK GDPR) requirements and internal record-keeping standards

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

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

APPLICATION DEADLINE: Wednesday 21st October. 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.