Customer Service Coordinator, Cream Global

Live Nation, Inc; Liverpool; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Cream Global Ltd. is seeking a Customer Service Coordinator to join our team in Liverpool, based in the office and on-site at events. You will be the first point of contact, handling enquiries and ensuring a smooth fan journey across all touchpoints.

The role supports the Customer Services Manager, delivering accurate information, managing CRM interactions, and maintaining consistency in communications during peak periods and events.

Qualifications

• Proven experience in a customer service role, ideally within live events.
• Strong written and verbal communication skills.
• Experience handling customer queries and complaints with professionalism.
• Experience using CRM systems (Zendesk preferred).
• Highly organised with the ability to manage various customer comms across different shows.
• Resilient and calm under pressure.

Responsibilities

• Act as the primary contact for customer queries across email and other channels.
• Respond to queries and complaints in a timely, accurate and professional manner.
• Ensure all communications align with brand tone and guidelines.
• Escalate complex or sensitive issues where required.
• Support the development and maintenance of FAQs and customer-facing information.
• Ensure all event information is accurate, consistent and up to date.
• Manage customer interactions through CRM platforms (Zendesk preferred).
• Accurately log, categorise and resolve cases in line with service standards.
• Provide day-to-day administrative support to the Customer Services Manager and wider team.
• Assist with reporting and documentation and coordination of seasonal staff.
• Support customer service delivery on-site at events as required.
• Contribute to wider team tasks and ad hoc duties to support event delivery.

Skills

Customer service experience

Strong communication

Organised / detail-oriented

Resilience under pressure

Tools

Zendesk

Job description

## Customer Service Coordinator, Cream GlobalApply: Liverpool, Wood Street, L1: Full time: Posted Today: JR-93520Job Summary:Company: Cream Global Ltd.Location: Liverpool (office based), and on site at eventsReports to: Customer Services ManagerWorking Hours: Monday to Friday 9am – 5pm, with additional evening and weekend work during peak periods and event delivery, as required.Contract Type: Full time – Some weekends and evenings required over show dates**Role Description**We are looking for a **Customer Service Coordinator** to join our team and play a key role in delivering high-quality customer experiences across various Cream Global Ltd events including Creamfields, Download Festival, On the Waterfront, In the Park and other UK events.As the **first point of contact for customers**, this is a pivotal role in shaping the fan journey before, during and after each event. You will manage enquiries, resolve issues with care and professionalism, and support the Customer Services Manager in ensuring a smooth and consistent customer experience across all touchpoints as needed.This is a hands-on position suited to someone who thrives in a fast-paced environment, has a passion for live events, and takes pride in delivering clear, accurate and empathetic communication.## **Key Responsibilities**## ### **Customer Contact Management*** Act as the primary contact for customer queries across email and other channels* Respond to queries and complaints in a timely, accurate and professional manner* Ensure all communications align with brand tone and guidelines* Escalate complex or sensitive issues where required### **Content & Communications*** Support the development and maintenance of FAQs and customer-facing information* Ensure all event information is accurate, consistent and up to date### **CRM & Systems*** Manage customer interactions through CRM platforms (Zendesk preferred)* Accurately log, categorise and resolve cases in line with service standards### **Administrative & Team Support*** Provide day-to-day administrative support to the Customer Services Manager and wider team* Assist with reporting and documentation and coordination of seasonal staff* Support customer service delivery on-site at events as required* Contribute to wider team tasks and ad hoc duties to support event delivery**About You****Skills & Experience** **Essential:*** Proven experience in a customer service role, ideally within live events* Strong written and verbal communication skills* Experience handling customer queries and complaints with professionalism* Experience using CRM systems (Zendesk preferred)* Highly organised with the ability to manage various customer comms across different shows* Resilient and calm under pressure**Desirable:*** Full UK driving licence**Behaviours & Attributes** * Empathetic Communicator who handles customer interactions with care and professionalism* Performs well in high-pressure environments* Works effectively independently and in a team* An eye for detail, ensuring accuracy and consistency in all communications* Understands and supports a diverse customer base* Flexible approach to working hours, specifically during event weekends / onsales etc**Key Dates (2027)**You will be required to work on-site at the following events (plus any additional events as required):Download Festival: 9th – 13th JuneOn the Waterfront: 17th – 20th JuneIn the Park Liverpool: August (Dates TBC)Creamfields: 26th – 29th August**Equal Opportunities**We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities.**The Company**Cream Global Ltd. is part of Live Nation Entertainment which is the world’s leading live entertainment company **APPLICATION DEADLINE: Monday 12th October 2026.** We reserve the right to close applications at any time so encourage early application where possible.