Fan Experience Coordinator

Job Description

Company: Live Nation

Department: Customer Experience

Location: Farringdon, London

Reports to: Head of Fan Experience

Working Hours: Full time plus some additional evening and weekend working to attend shows and festivals.

Role Description

We are looking for an enthusiastic Fan Experience Coordinator to support across all areas of the Fan Experience department. This includes supporting with Customer Care, Fan Insight and Accessibility.

What it's like to work in the Team

The new role of Fan Experience Coordinator will be an integral member of the Fan Experience 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, stakeholders, and teams.

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.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The newly opened Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

Essential
• Confident supporting fans with issues and able to proactively and with empathy effectively resolve issues
• Excellent organisation, verbal and written communication skills
• Excellent interpersonal and relationship building skills.
• Excellent admin skills, with good working knowledge of MS office including Word, Excel, Outlook, Teams and PowerPoint
• Experience following policies, processes, and SLA timelines

Desirable
• Experience in high-volume customer services, particularly in customer contact, enquiry and complaint management
• Experience using customer service CRM system (Zendesk experience would be particularly relevant)
• Event or live venues experience, particularly supporting fans with access needs
• Experience analysing data, with the ability to present data in an easy-to-read format

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 fan experiences.
• Fan Focus with a passion for customer service and putting the fan at the heart of the business.
• Solution focused with the ability to empathise with our fans.
• Resilient, resourceful and tenacious.

What the role includes
• Playing a key role in our first line resolution with our fans, you will receive fan feedback and complaints, ensuring a first in class service recovery in line with processes and SLA timelines.
• Supporting with general administration, booking of travel, accommodation for the team.
• Supporting across our Fan Insight programme, you will help the team with survey generation, analysing feedback from our fans to identify trends, preparing presentations for our key stakeholders so they understand how fans are feeling about the services provided across our festivals.
• Supporting across all aspects of the fan experience, including across accessibility, and other fan touchpoints.

The Company

APPLICATION DEADLINE: 6th DECEMBER 2023. We reserve the right to close applications at any time.

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Jobcode: Reference SBJ-d9v6kz-18-218-108-184-42 in your application.