Customer Services Assistant

Job Description

Company: Live Nation

Location: London / Castle Donington (on site at Download Festival)

Reports to: Customer Services Manager

Working hours: Full time, weekends and evenings required

Job type: Fixed term contract until end of June 2025

The role

We are looking for a Customer Services Assistant to be the first point of contact for our customers, primarily responding to queries from customers who are attending the Download Festival 2025 and potentially across a wider range of our events.

What it's like to work in the team

The role of Customer Services Assistant will be an integral member of the Customer Services team at Live Nation, where our shows and events are as diverse as the individuals within them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the Fan First across our estate.

The visitors to our venues and festivals are more than customers, they're our Fans. They are at the heart of everything we do. Our mission is to 'put fans first and deliver world class experiences.'

To do this we strive to always embody our Fan First Values:
• We Care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers,
• We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business
• We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice
• We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we're going to do and work together to solve challenges and exploit opportunities
• We add value: We focus on the detail that drives enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we're always adding value
• We do what's Right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability

Competencies / Skills / Knowledge / Experience
• A background in high quality and high-volume customer services from pre-purchase to post-event across a complex business
• Experience of dealing with customer enquiries, complaints and support
• Ability to work in high pressure situations, including high level skill in trouble shooting and problem solving
• Excellent organisation, verbal and written communication skills and an eye for detail
• Good working knowledge of MS office

Behaviours

The following attributes determine how the role will be carried out and are required to be a success:
• Passionate about delivering engaging and memorable customer experiences
• Excellent interpersonal and relationship building skills
• Customer Focus with a passion for customer service and putting the fan at the heart of the business
• Resilient, resourceful and tenacious

What the role includes
• Acting as the first point of contact in dealing with queries primarily relating to the Download Festival but also potentially covering a wider range of festivals and events
• Resolving fan queries in a timely and professional manner within established time-frames and targets, and escalating issues internally when required
• Offering on-site fan experience support either digitally or face to face during the Download Festival

Reality check

While this is a great opportunity in an exciting industry, this is not just a chance to see shows for free! The role is not your ordinary nine-to-five and the industry is demanding, with sometimes long and unsociable hours. The excitement and energy of the shows and events we create comes from the hard work and dedication we commit to our work, and this position is no exception so get ready to bring your very best to the role.
Our company

APPLICATION DEADLINE: Monday 5th May 2025. We reserve the right to close applications at anytime so encourage early application where possible.

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Jobcode: Reference SBJ-6kq0y0-18-118-95-74-42 in your application.