Customer Service Operations Specialist

Guidant Global; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Guidant Global is seeking a Customer Service Operations Specialist in London on a 3-month fixed-term contract. You will oversee customer interactions across channels, support event operations, and work with stakeholders to continually improve the attendee journey before, during, and after events.

You will handle inquiries, cancellations, and escalations, ensuring high-quality service while coordinating with internal teams.

Qualifications

• Experience in a Customer Service, Customer Experience, Customer Support, or Operations Specialist role.
• Strong passion for delivering exceptional customer experiences and exceeding customer expectations.
• Ability to write and speak with ease and communicate effectively with a wide range of stakeholders.
• Strong organizational and time-management abilities, with the capability to manage multiple priorities simultaneously.
• Experience working in a busy environment and delivering high-quality work on time.
• Proficiency with Microsoft Office applications.

Responsibilities

• Manage customer service operations across email, live chat, and telephone channels, ensuring service levels and customer satisfaction targets are achieved.
• Deliver personalized customer support and accommodate specific attendee requirements, including accessibility needs.
• Handle cancellations, complaints, and escalations professionally, ensuring prompt and effective resolution.
• Review and process event pass applications and registrations, ensuring accuracy and timely completion.
• Support registration and badge management processes for attendees, VIP guests, media representatives, speakers, and internal teams.
• Act as a customer-facing representative during live events, supporting registration desks, information points, and attendee services.
• Produce regular reports on customer feedback, trends, sentiment, and operational performance, providing recommendations for improvement.
• Identify opportunities to enhance the customer journey and contribute to initiatives that improve attendee engagement and satisfaction.
• Assist with customer communications, online content management, customer-facing resources, and event-related materials.
• Work with marketing and operational teams to ensure customer messaging remains clear, accurate, and engaging.
• Provide ad hoc reporting and operational support as required.

Skills

Customer Service

Customer Experience

Communication

Time Management

Event Operations

Microsoft Office

Tools

Salesforce

CRM platforms

Live chat tools

Microsoft Office

Job description

Customer Service Operations Specialist

Location: London, UK (Hybrid)
Contract: 3-Month Fixed-Term Contract
Employment Type: Full-Time

About the Role

We are seeking an experienced and customer-focused Customer Service Operations Specialist to join our Customer Experience team on a 3-month contract. This role is ideal for someone who enjoys working in a flexible environment, is passionate about delivering exceptional customer experiences, and enjoys supporting international events.

As a key member of the Customer Experience team, you will oversee customer interactions across multiple channels, support event operations, and help drive continuous improvements to the attendee journey. You will work closely with internal stakeholders to ensure a seamless and high-quality experience for customers before, during, and after events.

Key Responsibilities

• Manage customer service operations across email, live chat, and telephone channels, ensuring service levels and customer satisfaction targets are achieved.
• Deliver personalized customer support and accommodate specific attendee requirements, including accessibility needs.
• Handle cancellations, complaints, and escalations professionally, ensuring prompt and effective resolution.
• Review and process event pass applications and registrations, ensuring accuracy and timely completion.
• Support registration and badge management processes for attendees, VIP guests, media representatives, speakers, and internal teams.
• Act as a customer-facing representative during live events, supporting registration desks, information points, and attendee services.
• Produce regular reports on customer feedback, trends, sentiment, and operational performance, providing recommendations for improvement.
• Identify opportunities to enhance the customer journey and contribute to initiatives that improve attendee engagement and satisfaction.
• Assist with customer communications, online content management, customer-facing resources, and event-related materials.
• Work with marketing and operational teams to ensure customer messaging remains clear, accurate, and engaging.
• Provide ad hoc reporting and operational support as required.

About You

To be successful in this role, you will have:

Essential Skills & Experience

• Previous experience in a Customer Service, Customer Experience, Customer Support, or Operations Specialist role.
• Strong passion for delivering exceptional customer experiences and exceeding customer expectations.
• Ability to write and speak with ease and communicate effectively with a wide range of stakeholders.
• Strong organizational and time-management abilities, with the capability to manage multiple priorities simultaneously.
• Experience working in a busy environment and delivering high-quality work on time.
• Strong problem-solving skills and the ability to handle customer escalations professionally.
• Proficiency with Microsoft Office applications.

Desirable Skills & Experience

• Experience within the events, conferences, exhibitions, hospitality, or customer-facing service industries.
• Experience using Salesforce, CRM platforms, and live chat tools.
• Exposure to onsite event operations, attendee management, or registration processes.
• Copywriting or customer communications experience.

Additional Information

• This role may require occasional weekend or public holiday work to support event delivery.
• Opportunities may arise to support additional events and customer experience initiatives.
• We are committed to fostering an inclusive workplace and welcome applicants from diverse backgrounds and experiences.

Why Join Us?

This is an exciting opportunity to play a key role in delivering exceptional customer experiences for international events. You'll work with a cooperative team, gain valuable exposure to event operations, and make a direct impact on customer satisfaction and engagement.

Apply today if you're passionate about customer experience and enjoy creating outstanding service journeys for customers.

Guidant, Carbon60, Lorien & SRG - The Vertage Group Portfolio are acting as an Employment Business in relation to this vacancy.