Customer Service Executive

Seat Unique; London; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a forward-thinking company dedicated to revolutionizing the live events industry! As a Customer Experience Executive, you'll play a pivotal role in ensuring that VIP customers enjoy seamless experiences at events. This dynamic position requires a passion for customer service and a commitment to excellence, as you will interact with clients, resolve issues, and enhance their overall experience. With a strong focus on teamwork and collaboration, you will help shape the future of premium ticketing and hospitality. If you're ready to make a difference and thrive in a fast-paced environment, this opportunity is perfect for you!

Benefits

Quarterly bonus

23 days of annual leave + public holidays

Top-tier private health insurance

Learning and development budget

Employee Referral Scheme

Cycle to work scheme

Weekly Deliveroo vouchers

Access to VIP experiences at live events

Qualifications

• 2+ years of experience in customer service, hospitality, or event management.
• Exceptional interpersonal and communication skills are essential.

Responsibilities

• Ensure outstanding VIP customer experience from pre-event to post-event follow-up.
• Drive consistent customer service across multiple channels.

Skills

Customer Service

Event Management

Interpersonal Skills

Problem Solving

Communication Skills

Empathy

Active Listening

Professionalism

Education

Experience in Event Management

Background in Hospitality Management

Job description

Our mission at Seat Unique is simple: to make premium live experiences more accessible to fans.

We are at the forefront of revolutionising the ticketing and hospitality industry by offering a safe, secure, and seamless online platform for fans to purchase official premium tickets and hospitality packages for their favourite sports, music and cultural events.

Seat Unique empowers clubs, promoters, venues, and rights holders to expand their reach, increase revenues, and enhance the overall fan experience. We provide a comprehensive solution that enables our partners to connect with new audiences and deliver exceptional experiences seamlessly.

At Seat Unique, we believe in the power of live events. That’s why we go beyond merely selling tickets; we deliver unforgettable experiences for fans. In a time when the experience economy is thriving, Seat Unique’s strong positioning is reflected in our remarkable growth trajectory. Recently ranked 4th among the fastest-growing tech startups in Sifted’s 100: UK & Ireland in 2024, our commitment to excellence and innovation continues to drive our success.

If you are passionate about revolutionising the live events industry and creating memorable experiences for fans worldwide, Seat Unique is the place for you! Join our dynamic team, and be a part of shaping the future of the premium ticketing and hospitality industry.

Who we’re looking for

Seat Unique is looking for a dedicated and customer-centric Customer Experience Executive to join our team. In this role, you will be at the forefront of our venue liaison to ensure customers feel the optimal VIP experience across all venues. You will be responsible for championing our pre-event & on-site customer experience to ensure seamless arrival to the correct entrance, suite & seating whilst highlighting awareness of all VIP perks throughout the event experience.

We're in the live events business, which means in-person events are our core. This translates to our company culture and this role requires the candidate to be in the office five days a week at our London HQ. This in-person environment fosters agility. Being together allows our team to make quick decisions and adapt to the constant changes in our industry.

Responsibilities

As a Customer Experience Executive, you will be responsible for ensuring that customers enjoy an outstanding and seamless VIP experience from pre-event planning through to on-site coordination and post-event follow-up.

Your role will involve:

• Customer Interaction: Love working with customers on a daily basis, understanding their concerns, and feedback with enthusiasm and a commitment to exceptional service.
• Pre-emptive Customer Excellence: Confidently put yourself in the customer's shoes, realising potential questions for various customer types and providing the best information to ensure the best experience.
• Intranet FAQs: Leverage experiencing venues & packages to build an intranet of FAQs to support the customer service team.
• Product Evolution: Feedback to the team and venues on potential improvements to the experience & additional perks to offer customers.
• Channel-agnostic Customer Service: Drive the delivery of consistent and outstanding customer experiences across multiple communication channels, including phone, email, and live chat.
• Passion for Ticketing: Bring your love for the world of ticketing to your interactions, fostering a deep understanding of our offerings and conveying that enthusiasm to customers.
• Issue Management: Take ownership of customer issues, ensuring prompt and effective resolution while maintaining a positive customer relationship.
• Collaboration: Work collaboratively with cross-functional teams to communicate customer feedback and advocate for continuous improvement in our products and services.

Skills & Experience:

While these qualifications are highly regarded, we appreciate the value of diverse experiences. You don't need all of them, but they could include:

• Background in event or hospitality management.
• Exceptional interpersonal skills, able to connect authentically with partners, customers and deliver exceptional service experiences.
• Strong problem-solving aptitude, capable of swiftly identifying solutions to address customer concerns.
• Outstanding verbal and written communication skills, adapting your tone to various communication channels.
• Empathy and active listening skills to understand customer needs and provide personalised solutions.
• Ability to maintain composure and professionalism in high-pressure situations.
• Enthusiastic and proactive approach to problem-solving, striving to exceed customer expectations.
• 2+ years of experience in event management, hospitality or customer service.

Benefits

• Quarterly bonus
• 23 days of annual leave + public holidays
• A top-tier private health insurance package
• Learning and development budget
• Employee Referral Scheme
• Cycle to work scheme
• Weekly Deliveroo vouchers
• Access to VIP experiences at live events