We're actively seeking a talented Bookings Specialist to join the Encore team, playing a pivotal role in connecting customers with exceptional musicians for events throughout the UK and Europe. Sitting within our sales team, they are responsible for increasing the viability of Encore enquiries by reviewing and optimising inbound customer enquiries. They are also the main point of contact for all inbound phone calls and live chat messages from customers looking to book a musician.

By helping customers find the perfect musicians for any occasion, they will be playing a key part in creating thousands of unforgettable musical experiences for people all over the UK and Europe, and they'll be helping make it possible for our musicians to earn a living as they entertain and inspire audiences with their craft.

Remote/hybrid with a minimum of 2 days per week at The Ministry of Sound, 103 Gaunt St, London, SE1 6DP (Monday & Thursday)

Duties & Responsibilities

As a Bookings Specialist you will be responsible for the following:

Reviewing inbound enquiries
Taking the appropriate steps to optimise an enquiry once reviewed by amending details or adding musician options
Responding to live chat messages
Answering pre-book inbound calls
Monitoring the message queue, and editing and releasing messages
Passing inbound queries on high value enquiries to the assigned Bookings Expert
Building rapport and guiding customers through the buyer journey
Handling any customer objections and answering any questions they may have
Liaising with musicians when necessary
Keeping a clear written log of all communication and actions taken
Monitoring and ensuring they are hitting personal KPIs
Providing world class customer service to all Encore customers and musicians
Collaborating with all internal departments
Contributing to company meetings and workshops

Person Specification

Essential Skills & Experience

Experience in a customer-success role
Excellent verbal and written communication skills with the ability to engage with customers and build relationships
Excellent phone manner
Ability to handle high volume work
Excellent time management and organisational skills
Excellent attention to detail
Strong prioritisation skills
Personable phone manner and active listening skills
Strong interpersonal skills, with the ability to work collaboratively in a team-oriented environment

Desirable Skills & Experience

Experience of using a Customer Relationship Management (CRM) system
Previous experience booking musicians for gigs or experience in events
Keen interest or knowledge of all styles of music
Good numerical skills
A keen eye for opportunities to streamline your own workflow and help more customers in less time