Customer Services Manager

2 days home working offered - Are you a passionate, highly communicative individual looking to progress your career with an exciting, well-established venue?

THE COMPANY

As one of the UK's leading live events destinations, this established group and their venues are trusted by some of the biggest brands and shows across the globe. Whether it's large-scale exhibitions, conferences, product launches, or more intimate meetings, they pride themselves on delivering tailored experiences to meet each client's needs.

The company values going the extra mile to provide flexible, customer-centric services, and you'll be part of a team providing outstanding customer service to visitors, organisers and exhibitors. In addition to collaborating with experts in the events sector, you'll enjoy a fantastic company culture, with great career progression opportunities and a standout benefits package.

THE ROLE

The Customer Services Manager is responsible for the delivery of customer service across the venues, working to proactively reduce pre-event enquiries and complaints via improved customer comms and the implementation of robust internal processes designed to positively impact the customer experience.

Key responsibilities include:

• Manage all existing channels/platforms for inbound customer enquiries and/or complaints, including email, social media and AI chat.
• Responsible for owning all customer servicing messaging throughout the customer journey
• Ensure all existing customer messaging on venue websites is fit for purpose
• Account Management of AI chat platform,
• Day to day point of contact for operational venue staff, attending regular meetings/briefings
• Work with internal and external stakeholders.
• Monitor and respond to complaints within agreed SLAs, identifying trends via inbound customer complaints and monthly visitor feedback surveys, implementing solutions to proactively address the root cause of issues and following problems through to resolution.
• Work collaboratively with PR, Marketing and Venue Ops colleagues to implement robust processes in the event of crisis and/or major disruption should customer service messages need to be communicated urgently
• Work alongside PR function to regularly review and update all standard responses to common FAQs and complaints.

THE CANDIDATE

The ideal candidate will have proven experience in Customer Service support, escalation and handling, ideally within a large business. You will require excellent communication skills, both verbally and written, as well as being a great listener. You will have a proactive approach and will be able to respond to reactive requests in a timely manner.

In return, you'll have the chance to be part of a close-knit, sociable team, benefiting from perks such as employee discounts, free lunches, health benefits, and plenty of progression and development.

Live Recruitment specialises in all disciplines across events, experiential, and exhibitions. If this role isn't quite what you're looking for, please visit live-recruitment.co.uk for more opportunities.

As a specialist events recruitment agency, we are dedicated to building diverse and inclusive teams. We encourage applications from candidates of all backgrounds, and we are committed to ensuring an accessible recruitment process for everyone.

VACANCY REF: MM1453