Head Of Customer Services

Head Of Customer Services

We are looking for a Head of Customer Services to be the driving force behind our customer service and fan experience, working across the business with a focus on customer contact and care. The Head of Customer Services will be the subject matter expert on all things customer service, with a key focus for this role will be driving end to end customer care across our festival business. This role will keep a finger on the pulse of broader customer service best practice.

This is an integral member of the Festival Republic team. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the customer first across our festivals.

Competencies / Skills / Knowledge / Experience:

• 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 complaint and case management and resolution.
• Robust experience using customer service CRM solutions – preferably Zendesk.
• Confident in being the point of escalation for customer issues and able to proactively and with empathy effectively resolve complex customer issues.
• People management experience including team development, performance management and coaching.
• Ability to work in high pressure situations, including high level skill in trouble shooting and problem solving.
• Eye for detail and confident in delivering robust and scalable processes.
• Excellent organisation, verbal and written communication skills
• Good working knowledge of MS office

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

• Excellent interpersonal and relationship building skills.
• Customer Focus with a passion for customer service and putting the customer at the heart of the business.
• 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.
• Ability to communicate, inspire and motivate.
• Resilient, resourceful and tenacious.

Development of multi-channel customer contact function - establishing processes and ways of working with internal and external stakeholders including Festival Management, Ticketing and Marketing.

Working closely with Ticketmaster and/or other ticket agents.

Acting as internal subject matter expert on customer contact and complaint resolution and mitigation.

The Head of Customer Services and their team will resolve complaints and handle queries efficiently, with the aim of alleviating additional pressures on internal stakeholders.

Delivering and supporting the delivery of customer experience projects across the estate and developing central guiding principles for our fan experience across the business

Festival Republic is part of Live Nation Entertainment, the world's leading live entertainment company comprising global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.