Customer Operations Advisor

Kaboodle Ltd; Greater Manchester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Health Shield Cash Plan (Level 2)

Cycle-to-work scheme

Guestlist for shows & festivals

Penfold Pension - contributions with服務

Critical Illness Cover

Volunteer days through Matchable

Group Life Cover

Personal Development Budget

Wellbeing allowance

Job summary

Kaboodle Ltd is seeking a Customer Operations professional to join our hybrid team in Manchester (Ancoats). You will handle high-quality phone, email and chat support across events, bookings and travel arrangements, while maintaining service standards and accuracy.

You will work five days out of seven, including weekends, with a starting salary of £26,227.50 per annum plus monthly commission, and a view to salary growth with service and experience.

Qualifications

• Proven customer support experience or experience as a client service representative.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritise, and manage time effectively.

Responsibilities

• Be the first point of contact for customers via phone, email, and live chat.
• Assist with customer and supplier queries and manage day-to-day contacts to ensure satisfaction.
• Handle complaints and escalate when needed, providing timely solutions.
• Maintain awareness of terms of business and booking conditions to give relevant information.
• Use the in-house booking system to create and manage trips and bookings.

Skills

Customer service

Phone handling

Communication skills

Multitasking

CRM systems

Tools

MS Office

CRM systems

Google Docs

Job description

We work with some of the best festivals, venues and events on the planet. Our partners include Boomtown, Printworks, Snowbombing, Lost Village, Victorious Festival and many more. We come from a festival background, so our thorough understanding of the needs of promoters helped us to create a flexible solution that maximises our Partners' profits and provides a frictionless guest experience. We are not just a plug-in or add-on, we are your complete solution. We are ambitious and curious. We strive for openness and honest communication. We put our Partners' brand first. We are flexible and adaptable. We work collaboratively with everyone. We are built on frictionless technology. We were there from the beginning. We aim to simplify and unify. We're looking for driven people with a track record of outstanding customer service and/or sales to come and help us continue to deliver our 5 star service for our expanding portfolio of partners and their customers. You'll be joining a super friendly Customer Operations team in a small but perfectly formed tech company with big growth plans! This is a hybrid role with office days (2 fixed days per week) based in Manchester city centre (Ancoats). You will work across all of our partner events, delivering the same high quality phone, email and chat service. In this role you will work 5 out of 7 days, including weekends. Who are you: You will be passionate about providing consistently amazing customer service. If you like live music, festivals and shows then we're pretty sure you'll enjoy it here! You Will:

• Be the first point of contact for our customers and need to be offering an excellent standard of service. First impressions count!
• Assist with incoming customer and supplier queries via phone, email & live chat
• Manage day to day customer contacts/escalation ensuring customer satisfaction remains paramount at all times. Satisfaction levels are driven and measured through the use of an incentivised customer feedback system
• Handle customer complaints, elevate complex complaints to our complaints manager and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Maintain awareness of terms of business and booking conditions to provide relevant information
• Solve problems and highlight issues in a timely manner
• Identify opportunities, issues or problems before the customer is aware of them and following company procedure to correct them
• Use our in-house booking management systems to create sellable trips
• Perform daily booking system checks, monitoring bookings, reviewing processes, reporting and logging any issues
• Carry out administration of all elements of a booking/after sales
• Create and maintain customer communications and documentation
• Assist with invoices & payments - taking payments online and over the phone, chasing invoices and processing refunds
• Consistently strive to monitor and improve the customer booking experience
• Create reports from the system detailing all passenger information and manipulating the data to get the information/results required
• Issue/reissue customer travel confirmation, e-tickets, visa letters, cancellation letters
• Assist with travel documentation
• Assist with Operations and logistics of all events and trips when necessary
• Collate and ensure efficient communication of purchased options to suppliers
• Assist our Ops team with accommodation allocations and hand back dates, booking ferries, coaches, accommodation
• Check and monitor stock levels, update systems and ensure necessary products are sourced and available if stock is low and there is the demand
• Proven customer support experience or experience as a client service representative
• High degree of accuracy and attention to detail
• Punctual and reliable team player
• Ability to multitask, prioritise, and manage time effectively
• Good phone handling skills and ability to gather information
• Experience in complaint handling
• Proven track record of working to deadlines
• Excellent communication skills, both written and verbal
• Active listener, naturally empathetic and with common sense
• Understanding of all MS packages, Google Docs and familiarity with CRM systems and practices would be advantageous
• Availability to work 5 out of 7 days per week, including weekends

We are super proud to be an accredited Living Wage Employer. This means that every team member here will earn a real Living Wage

Kaboodle is a multidimensional booking platform that unifies ticketing, travel and accommodation to enable promoters and event organisers around the world to create world-class events.

The starting salary for this role is £26,227.50 per annum plus monthly commission. The basic salary increases with service and experience

Our Benefits

• 25 days annual leave, increasing with service
• Health Shield Cash Plan (Level 2)
• Cycle-to-work scheme
• Guestlist for shows & festivals
• Penfold Pension - contributions increasing with service
• Critical Illness Cover
• Up to two paid days a year to volunteer via Matchable
• Group Life Cover (Death in Service)
• Personal Development Budget
• £20 Monthly wellbeing allowance