Customer Service Manager (Escalations)

Live Nation; Greater London; On-site; GBP 55,000 - 90,000; Full time

Job summary

Live Nation seeks a Customer Services Manager to join our Escalations team, supporting the Head of Escalations. You will gather facts, build case files and draft empathetic responses for complex complaints across touring and festival operations, including our VIP offering.

You will liaise with the ADR service, manage submissions and deadlines, and drive improvements in customer service practices. You will work with internal stakeholders to resolve cases quickly, produce reports on ADR volumes

Qualifications

• Significant experience in customer complaints and case management and resolution including escalations and complex issues.
• Excellent investigative and analytical skills to draw information from multiple sources into a coherent case.
• Strong written and verbal communication skills for fair, empathetic responses.

Responsibilities

• Manage escalated complaints and act as day-to-day liaison with ADR service.
• Gather facts, build case files and draft fair responses meeting service levels.
• Collaborate with internal teams to resolve issues and prevent recurrence.
• Monitor ADR progress, produce regular reports and ensure deadlines are met.
• Contribute to templates and guidance for wider customer services team.

Skills

Customer complaints management

Stakeholder management

Investigations & analysis

Written communications

ADR experience

CRM experience

UK GDPR knowledge

Tools

Zendesk

MS Office

Job 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
• 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
• 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
• Reports to: Customer Communications Director (Head of Escalation)
• Working Hours: Full-time with additional working to meet business needs onsite during the summer season

Benefits

• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

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 eventsSound judgement and discretion when handling confidential, emotive or reputationally sensitive casesConfident stakeholder management skills, with the ability to work collaboratively with internal teams and external partnersExcellent organisation, verbal and written communication skills with the ability to draft clear, balanced and professional responses on sensitive mattersAbility 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 solvingEye for detail and confident in delivering robust and scalable processesAbility to foster problem solving between teams and stakeholders and to arrive at a solution that will contribute to the overall achievement of our goalsExcellent interpersonal and relationship building skillsStrong investigative and analytical skills, with the ability to draw together information from multiple sources into a coherent caseSignificant experience in customer complaints and case management and resolution including escalations and complex issuesA background in leading high quality and high-volume customer services from pre purchase, to post visit across a complex businessFamiliarity with and confidence using customer service CRM solutions (preferably Zendesk) and good working knowledge of MS officeResilient, resourceful and tenaciousCustomer focus with a passion for customer service and putting the customer at the heart of the businessProactive with a continuous improvement mindsetExperience in the live music, events, ticketing, travel or hospitality sectorsDirect experience of working with an ADR scheme or ombudsman service