Customer Service Representative

Informa PLC; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global events company is seeking a Customer Service Representative in Greater London to deliver exceptional customer experiences across events. The successful applicant will provide support across multiple channels, execute communications, and assist with technical needs. Key qualifications include strong communication and customer service skills, with opportunities for flexible working arrangements and a focus on employee wellbeing.

Benefits

25 days annual leave

Flexible working arrangements

Career development opportunities

Health and wellbeing support

Company-funded private medical cover

Qualifications

• Fluent English with exceptional written and verbal communication skills.
• Self-motivated with initiative and quick learning capabilities.
• Exceptional attention to detail and accuracy.

Responsibilities

• Serve as the subject matter expert for customer service.
• Support customer inbound channels (voice, chat, WhatsApp, email) during peak periods.
• Provide first-line technical support for event platforms.

Skills

Customer service

Communication skills

Teamwork

Multitasking

Problem-solving

Education

Graduate level

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

Overview

This role is based in our 240 Blackfriars Road office. As a Customer Service Representative, you'll be the go-to expert for our events portfolio, delivering exceptional customer experiences across multiple touchpoints. This dynamic role combines proactive support, communication management, and technical assistance to create seamless event experiences for exhibitors and attendees. Working collaboratively with internal teams, you'll capture valuable customer insights, implement improvements, and maintain consistent service standards across all allocated portfolios. Your impact will span the entire customer journey—from pre-event communications and platform onboarding to on-site support and post-event analysis.

Responsibilities

• Serve as the subject matter expert for customer service across assigned event portfolios
• Support customer inbound channels (voice, chat, WhatsApp, email) during peak periods
• Execute outbound communications for allocated event portfolios, including updating draft phases
• Travel to international events as required
• Contribute customer insights during portfolio meetings to drive continuous improvement
• Provide valuable input during post-show debriefs to enhance future customer experiences
• Monitor and respond promptly to Teams channels for allocated portfolios
• Maintain and update knowledge base documents with current event information
• Capture and update customer data in CRM systems and other relevant platforms
• Conduct proactive voice campaigns with exhibitors when required
• Provide first-line technical support for event platforms, digital products, and tools
• Support and escalate customer complaints through appropriate channels
• Onboard exhibitors to event platforms
• Deliver on-site customer service support at events
• Complete additional tasks as directed by leadership team

Qualifications

• Success Indicators: Increased customer satisfaction, improved NPS and effort scores; proactive issue identification and resolution before customer impact; positive feedback from customers, internal teams, and stakeholders; meaningful contribution to Informa's reputation and business objectives
• Graduate level (ideally with up to 1 year of customer service experience)
• Fluent English with exceptional written and verbal communication skills
• Strong teamwork abilities and excellent multitasking capabilities
• Proven ability to deliver quality work on time and meet deadlines
• Proficiency with Microsoft Office suite (Excel, Word, PowerPoint)
• Self-motivated with initiative and quick learning capabilities
• Proactive problem-solving approach and creative thinking
• Exceptional attention to detail and accuracy
• Outstanding organizational skills with ability to thrive in busy environments
• Adaptable work style to accommodate changing priorities
• Excellent time management with effective prioritization skills
• Strong team player with effective internal and external communication skills

About Informa

Informa Markets creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business. We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets. We\'re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor\'s Best Places to Work 2025 UK list. We believe that great things happen when people connect face-to-face. That\'s why we work in-person with each other, or with customers and partners, three days a week or more. When you\'re not spending time together in one of our offices or other workplaces - like at an Informa event - you get the flexibility and support to work from home or remotely. We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here\'s some of what you can expect when you join us.

Benefits

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
• Great community: a welcoming culture with in-person and online social events, our Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning; internal job moves are encouraged and supported
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the ability to work from almost anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company-funded private medical cover
• A ShareMatch scheme to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP, mental health first aiders, a healthy living subsidy, health apps access, and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world