Customer Escalations Lead for Live Events

Live Nation Entertainment Inc; Farringdon; Sur place; GBP 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Tickets to shows and festivals

Unlimited annual leave

Arcade games in basement

Onsite gym + fitness classes

Coffee bar with barista

Subsidised lunch options

Staff events in atrium space

Résumé du poste

Live Nation is seeking a Customer Services Manager to join the newly created Escalations team. You will lead complex customer complaints across touring and festival portfolios, balancing empathy with commercial and operational realities.

Reporting to the Head of Escalations, you will gather facts, build case files and draft fair responses, while acting as the main liaison with the ADR service to ensure timely submissions and consistent resolution.

Qualifications

• Background leading high-volume customer services across a complex business.
• Significant experience in complaints, escalations and case resolution.
• Strong investigative and analytical skills to synthesize information.
• Confident stakeholder management and collaboration with internal/external partners.
• Ability to manage many cases under deadlines with good problem solving.
• Clear, balanced written responses; confidentiality and discretion.
• Familiarity with CRM tools (preferably Zendesk) and MS Office.
• Excellent interpersonal skills and relationship building.
• Ability to drive cross-team problem solving and scalable processes.
• Attention to detail and robust process delivery.
• Experience in live events/ticketing or ADR schemes is desirable.

Responsabilités

• Support the Head of Escalations in managing escalated complaints.
• Build relationships with internal stakeholders to gather information quickly.
• Investigate cases thoroughly with internal/external stakeholders.
• Draft empathetic, policy-aligned responses for review and sign-off.
• Provide insights to event, ticketing and marketing teams to prevent repeats.
• Liaise with ADR service and submit case responses within deadlines.
• Monitor ADR progress and ensure timely outcomes.
• Produce regular ADR volume and root cause reports.
• Identify trends and recommend policy/terms/process improvements.
• Develop templates and knowledge resources for the team.
• Ensure data protection compliance and proper record-keeping.

Connaissances

Customer service leadership

Complaint management

Investigative analysis

Stakeholder management

High-pressure handling

Clear communications

Confidentiality

Zendesk experience

MS Office proficiency

Interpersonal skills

Problem solving

Process improvement

ADR exposure

Outils

Zendesk

MS Office

Description du poste

Live Nation is seeking a Customer Services Manager to join the newly created Escalations team. You will lead complex customer complaints across touring and festival portfolios, balancing empathy with commercial and operational realities.

Reporting to the Head of Escalations, you will gather facts, build case files and draft fair responses, while acting as the main liaison with the ADR service to ensure timely submissions and consistent resolution.