Customer Service Coordinator, Cream Global

Cream Global Limited; Liverpool; On-site; GBP 21,000 - 29,000; Full time

Job summary

Cream Global Ltd. in Liverpool (office based) is seeking a Customer Service Coordinator to deliver outstanding experiences at events such as Creamfields, Download Festival, and other UK shows.

You will be the first point of contact for fans, manage enquiries, resolve issues with care, and support the Customer Services Manager to ensure consistent, branded communication across channels, including on-site support during 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.

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 communications align with brand tone and guidelines
• Manage customer interactions through CRM platforms (Zendesk preferred)
• Provide day-to-day administrative support to the Customer Services Manager and wider team
• Support on-site customer service delivery at events as required

Skills

Customer service

Communication

Zendesk

Organisational skills

Tools

CRM systems

Job description

Job Summary

Company: Cream Global Ltd. Location: Liverpool (office based), and on site at events Reports to: Customer Services Manager Working 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

• 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)

• Download Festival: 9th - 13th June
• On the Waterfront: 17th - 20th June
• In 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.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains. Recognized for seven years as a Great Place to Work and named one of Fortune's World's Most Admired Companies, Live Nation Entertainment is the world's leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Our world-class teams specialize in all aspects of the live entertainment industry, from ground-breaking innovations in ticketing, global venue development and operations, concert promotion and production, sales and brand partnerships, and unparalleled artist management supported by professionals in all facets of corporate operations. We believe in taking care of the countless employees helping artists bring live music to fans all around the world. Our many unique benefit programs are designed to help our teams live life to the fullest including generous vacation, healthcare, retirement benefits, student loan repayment, tuition reimbursement, six months of paid caregiver leave for new parents including fostering and perks like Roadie Babies helping new parents care for their babies on work trips. And of course, access to free live events through our exclusive employee ticketing program. There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.