Customer Service Executive

Seat Unique; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join Seat Unique, a leading player in the premium ticketing sector, as a Customer Experience Executive. You'll ensure every VIP customer enjoys a seamless experience, engaging with high-profile events while working in a dynamic office environment. Your role will champion exceptional service and feedback-driven improvements, making a lasting impact in the live events industry.

Benefits

Employee share options scheme

Quarterly bonus

23 days of annual leave + public holidays

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

Qualifications

• Exceptional interpersonal skills with the ability to connect with customers.
• Outstanding verbal and written communication skills.
• Strong problem-solving aptitude.

Responsibilities

• Ensure outstanding customer experience from pre-event to post-event.
• Act as the first point of contact for customer service issues.
• Provide feedback on potential improvements based on customer interaction.

Skills

Fluency in French

Fluency in Spanish

Fluency in Italian

Fluency in German

Interpersonal Skills

Problem Solving

Communication Skills

Empathy

Proactive Approach

Education

1+ years of experience in event management

1+ years of experience in hospitality

1+ years of experience in customer service

Job description

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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.

We have forged official partnerships with globally renowned sports clubs, venues, and rights holders. We exclusively power hospitality and premium ticket sales through over 60 direct partnerships, including prestigious clubs such as Burnley FC, Yorkshire Cricket, and the Jacksonville Jaguars UK to name just a few.

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.

Requirements

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:

• Channel-agnostic Customer Service: Act as the first point of contact for customers and drive the delivery of consistent and outstanding customer experiences across multiple communication channels, including phone and email.
• 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.
• Customer Interaction: Love working with customers daily, understanding their concerns, and providing feedback with a commitment to exceptional service.
• Product Evolution: Feedback to the team and venues on potential improvements to the experience; proactively recognising customers by offering unexpected perks to enhance brand loyalty and retention.
• 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 timely and effective resolution while maintaining a positive customer relationship.
• Intranet FAQs: Leverage existing venues & packages to build an intranet of FAQs to support the customer service team.
• 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:

• Fluent in one or more of the following: French, Spanish, Italian, German
• 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.
• 1+ years of experience in event management, hospitality or customer service.
• Employee share options scheme
• 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