Disabled Access Senior Coordinator

Job Description

Company: Festival Republic

Department: Disabled Access

Location: Farringdon, London and onsite during festival season

Reports to: Access Planning and Delivery Manager

Working Hours: Full time, fixed term, expected duration until Oct 2023

Role Description

This role covers all aspects of disabled access at all of the LN/FR festivals, from handling customer enquiries and applications for carer tickets, to liaising with our production teams and on-site contractors.

The role is office based, with a week or more on-site during the events themselves. Some home working is permitted by prior arrangement and agreement with Line Management.

What it's like to work in the Team

Festival Republic operates some of the UK's leading music festivals including Reading and Leeds, Latitude, Wilderness and Wireless festivals and this team strives to create fantastic experiences for fans who require disabled access.

Who you are

You may have experience in the following roles: Working in disabled access, festival production or a customer service role.

Competencies / Skills / Knowledge / Experience
• Demonstrated experience or interest in the wider subject of disabled access and the issues affecting disabled customers
• Some knowledge of current access legislation and/or disability awareness training
• The role involves a lots of customer interaction, primarily by email, so good communication skills, grammar and spelling is essential.
• The role involves a considerable amount of administrative work, so attention to detail and a good working knowledge of Excel and other software would be required
• Multi-tasking experience with examples of working on multiple projects consecutively

Behaviours

The following attributes determine how the role will be carried out and are required to be a success
• Ability to work calmly under pressure and to problem solve
• A customer-centric attitude and ability to deal calmly with personal and emotive communications
• A highly organised person that can work on multiple events at one time, and keep a clear head throughout
• A confident communicator who can address customers, production crew, volunteers or contractors appropriately

What the role includes
• Reports directly to the Access Planning and Delivery Manager
• Manning a dedicated email address for disabled customer enquiries and applications, ensuring timely and appropriate responses and managing all feedback
• Processing all access requests and PA/companion ticket applications
• Writing information for event websites, disabled access guides, customer information sheets and newsletters
• Liaising with our access partners Attitude Is Everything and planning on-site activities
• Liaising with Event Managers, to ensure facilities are booked in advance, and installed on-site correctly and to an agreed specification
• Where required liaising with contractors in advance of events to ensure that infrastructure is as ordered and fit for purpose
• Managing on-site staff who run the Disabled Customer Check In and Disabled Access Campsite
• Prepare and deliver on-site viewing platform briefings with AisE to stewards and security
• Manage the Disabled Customer Database, including sending updated event information, newsletters, closing date reminders and membership reminders.
• Assist in the recruitment, training and management of the Disabled Access Team for both office and on-site festival staff
• Plan BSL provision at festivals where required
• Recruit mystery shoppers to test our systems and procedures
• Looking at ways to improve and expand the access and facilities currently offered by LN/FR, to ensure our events are accessible to all customers
• Weekly updating and reporting of numbers of applications for Disabled Access
• Writing a debrief and improvement plan for every event worked at

The Company

Festival Republic 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.

Jobcode: Reference SBJ-d2vwe2-3-145-82-96-42 in your application.