Customer Service Manager - Escalations

Live Nation is looking for a Customer Service Manager to join its newly created Escalations team in London, resolving the most complex and sensitive customer complaints across its touring and festival portfolio (including the VIP offering).

Your primary focus is 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 be the day-to-day point of contact with the industry Alternative Dispute Resolution (ADR) service, managing case submissions, evidence and deadlines. 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.

Role Details

• Department: Customer Communications and Escalation
• Location: Farringdon, London, and occasionally on site 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 on site during the summer season
• Contract: Permanent

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 and 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
• Feed insight back 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 Live Nation; 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 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

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 the most challenging and sensitive issues, ensuring the customer comes first across tours and festivals.

Who You Are – Essential

• A background in leading high quality, 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 troubleshooting and problem-solving skills
• 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 arrive at solutions that contribute to the overall achievement of goals
• Eye for detail and confident in delivering robust and scalable processes

Who You Are – 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 putting the customer at the heart of the business
• Resilient, resourceful and tenacious
• Proactive, with a continuous improvement mindset

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 arcade games in the basement games room, on-site gym equipment plus fitness and meditation classes, a fully stocked complimentary coffee bar with barista and heavily subsidised lunch options. Regular staff events are held in the atrium stage space, including guest speakers and open mic nights to showcase Live Nation employee talent.

Application Deadline

Wednesday 21st October. Live Nation reserves the right to close applications at any time.

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 home life. 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.

About Live Nation

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 www.livenationentertainment.com

Important Notice

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.