Customer Service Manager - Escalations

Live Nation (Music) UK Limited; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Tickets to shows and festivals

Unlimited annual leave

Gym and wellness facilities onsite

Complimentary coffee bar and subsid i̇

Job summary

Live Nation Entertainment is seeking a Customer Services Manager to join the newly created Escalations team in London. You will resolve complex, sensitive complaints, manage ADR submissions, and support the Head of Escalations while balancing customer needs with business realities.

You will lead case work across touring and festival portfolios, collaborate with internal teams and external partners, and ensure responses are accurate, empathetic, and compliant with data protection standards.

Qualifications

• Background leading high-volume customer services across a complex business.
• Extensive experience in complaints and case management including escalations.
• Strong investigative/analytical skills to build coherent case files.
• Stakeholder management with internal and external partners.
• Ability to work under pressure with tight deadlines.
• Excellent written and verbal communication for sensitive matters.

Responsibilities

• Support Head of Escalations in managing escalated complaints.
• Collaborate with internal teams to obtain information needed to resolve cases quickly.
• Investigate cases with stakeholders and identify resolutions.
• Draft empathetic, policy-aligned responses for review and sign-off.
• Provide ADR liaison with timely case submissions and evidence.
• Monitor ADR progress and ensure timely outcomes.
• Develop templates and guidance for the wider CS team.
• Ensure compliance with UK GDPR and internal record-keeping standards.

Skills

Customer service leadership

Case management

Investigation & analysis

Stakeholder management

High-pressure handling

Written responses

Data protection awareness

Tools

Zendesk

MS Office

Job description

Job Summary: Company: Live Nation Department: Customer Communications and Escalation Location: Farringdon, London and occasionally onsite at shows and festivals as required Reports to: Customer Communications Director (Head of Escalation) Working Hours: Full-time with additional working to meet business needs onsite during the summer season Job Type: Permanent

Role Description

We are looking for an exceptional individual to join our newly created Escalations team as Customer Services Manager. Working across our touring and festival portfolio (including our VIP offering), you will play a central role in resolving our most complex and sensitive customer complaints; alleviating pressures on internal stakeholders and improving processes. Your primary focus will be supporting the Head of Escalations by gathering the facts behind escalated cases, building clear case files and drafting fair, well-reasoned responses. You will also act as our day-to-day point of contact with the industry Alternative Dispute Resolution (ADR) service, managing case submissions, evidence and deadlines so that disputes are handled professionally and consistently. This is a role for someone who loves live music, understands that a single ticket can represent a once-in-a-lifetime experience for a fan and can balance empathy for customers with the commercial and operational realities of running live events.

What it’s like to work in the Team

You will have your finger on the pulse of broader customer service best practice and will work collaboratively with colleagues and teams across the organisation to resolve some of our most challenging and sensitive issues; ensuring we put the customer first across our tours and festivals.

What we can offer you

• Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave.
• Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes.
• In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options.
• 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.

The Farmiloe Building in Farringdon, London is a beautiful office to work in. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

Essential

• A background in leading high quality and high-volume customer services from pre purchase, to post visit across a complex business
• Significant experience in customer complaints and case management and resolution including escalations and complex issues
• Strong investigative and analytical skills, with the ability to draw together information from multiple sources into a coherent case
• Confident stakeholder management skills, with the ability to work collaboratively with internal teams and external partners.
• Ability to work in high pressure situations, managing a high volume of cases concurrently against firm deadlines, including high level skill in trouble shooting and problem solving
• Excellent organisation, verbal and written communication skills with the ability to draft clear, balanced and professional responses on sensitive matters
• Sound judgement and discretion when handling confidential, emotive or reputationally sensitive cases
• Familiarity with and confidence using customer service CRM solutions (preferably Zendesk) and good working knowledge of MS office
• Excellent interpersonal and relationship building skills
• Ability to foster problem solving between teams and stakeholders and to arrive at a solution that will contribute to the overall achievement of our goals
• Eye for detail and confident in delivering robust and scalable processes

Desirable

• Experience in the live music, events, ticketing, travel or hospitality sectors
• Direct experience of working with an ADR scheme or ombudsman service

Behaviours

• Customer focus with a passion for customer service and putting the customer at the heart of the business
• Resilient, resourceful and tenacious
• Proactive with a continuous improvement mindset

What the role includes

• Support the Head of Escalations in managing complaints that have been escalated beyond frontline customer service
• Build strong working relationships with internal stakeholders and teams across the business to obtain the information needed to resolve cases quickly and accurately
• Investigate each case thoroughly with internal and external stakeholders; identify appropriate resolutions
• Draft written responses to escalated complaints (to meet service levels) that are accurate, empathetic and in line with company policy for review and sign‑off
• Feedback insight to event, ticketing and marketing teams to help prevent similar complaints in future
• Act as the liaison with the industry ADR service on behalf of the LN business; submit case responses with supporting evidence within required deadlines
• Monitor ADR case progress and ensure outcomes are implemented promptly and accurately
• Work closely with ADR to produce regular reports on escalated complaint and ADR volumes, root causes, outcomes and turnaround times
• Identify trends across events, ticket agents and complaint categories and recommend improvements to policies, terms and conditions, customer communications and processes
• Contribute to the development of response templates, case‑handling guidance and knowledge resources for the wider customer services team
• Ensure all case handling complies with data protection (UK GDPR) requirements and internal record‑keeping standards

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

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. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12 000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40 000 shows and 100+ festivals annually for nearly 4 000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programmes that connect over 1 000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com

Application Deadline: Wednesday 21st October. We reserve the right to close applications at any time.

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 specialise 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 programmes 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 programme. There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.