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Company: Cuffe and Taylor, part of Live Nation (Music) UK Ltd
Department: Cuffe and Taylor Operations
Location: Preston OR Farringdon, London and onsite at shows/festivals when appropriate
Reports to: Director of Operations
Working Hours: Full-time plus additional evenings and weekends to accommodate shows and festivals
Job Type: Permanent
Role Description
We’re looking for an experienced Customer Service Manager who will be the driving force behind delivering the highest level in customer service to all customers and fans across the Cuffe and Taylor portfolio. The role will include being responsible for the management and improvement of customer service at Cuffe and Taylor which will involve customer information, customer queries managed via ZenDesk.
Cuffe & Taylor is one of the UK’s top live music, theatre and event promoters. Established for more than 10 years and part of the Live Nation family, they present breath-taking tours, festivals and shows across the UK filling football stadiums, arenas, theatres and major historical sites.
Cuffe & Taylor’s roster of artists is extensive and varied including Diana Ross, Lionel Richie, Britney Spears, Rod Stewart, Christina Aguilera, Mariah Carey, Lewis Capaldi, Sir Tom Jones, Bryan Adams, Kylie, Noel Gallagher’s High Flying Birds, Stereophonics, George Ezra, The Strokes, Sam Fender and Def Leppard. They also operate a hugely successful theatre touring department across the UK and internationally programming thousands of nights of entertainment ranging from live podcasts, screen-to-stage TV adaptations and musical theatre. In 2023 they were recipients of an Olivier Award, for Best Family Show, for their original production of 'Hey Duggee - The Live Theatre Show’.
Who you are
Competencies / Skills / Knowledge / Experience
- Experience in delivering excellent customer service
- Advanced knowledge and understanding of ZenDesk
- Experience in working in a busy, high-volume working environment
- Senior operational experience within either the live entertainment, visitor attraction or hospitality industries
- Management experience
- Strong leadership skills
- Strong organisational skills and attention-to-detail
- Excellent communication skills
- Advanced knowledge and experience with Microsoft Excel and Outlook.
- Excellent English language and grammar
- Improvement of the customer service systems and interest to explore new technologies such as AI
Behaviours
The following attributes determine how the role will be carried out and are required to be a success
- Customer focused with a desire for high levels of service
- Ability to foster problem solving between teams and stakeholders, and to arrive at a solution that will contribute to the overall achievement of business goals
- Highly motivated and dedicated - ability to work deadlines and achieve targets in a time conscious manner
What the role includes
- Management of the customer service department
- Tactical, operational and hands on customer experience leadership
- Management of the ZenDesk software
- Answering customer queries
- Ensuring the software is utilised to its full ability including AI, auto responses, triggers and macros
- Ensuring the FAQ and Event Information Pages are up to date via ZenDesk Help Centre pages.
- Constant review of the customer experience and identifying actions to improve.
- Supporting the departments of Cuffe and Taylor in delivering a high level of customer service including operations, marketing and ticketing.
- Identifying key trends in customer service.
- Assisting with the volunteer management.
- Work on site at events and festivals as required, including weekends and evenings.
- Creating reports for the Senior Management Team and Directors to include key statistics such as the number of customer emails / social media messages and response times.
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
Cuffe and Taylor is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.
APPLICATION DEADLINE: 30th October 2024. We reserve the right close applications at any time.
