Customer Service Representative

Ticketek Entertainment Group; Greater London; On-site; GBP 17,000 - 19,000; Part time

Benefits offered by this job

23 days annual leave + Birthday leave

Enhanced pension contributions

Complimentary tickets

Recognition Awards

Employee Assistance Programme

Job summary

Ticketek Entertainment Group is seeking a Customer Service Representative for their London-based UK team. You will handle customer queries by phone and email, print and dispatch tickets, and support event days with a continuous improvement mindset to ensure timely service delivery.

This 3-month contract (October to December) requires adaptability, strong communication, and a focus on customer experience. Weekend work and cross-team collaboration are part of the role in a fast-paced events

Qualifications

• Experience using Zendesk for ticket routing, macros, queues, and knowledge base administration.
• Experience with Aspect Workforce Management for scheduling, forecasting and real-time tracking.
• Ability to use Aspect insights to optimise Zendesk ticket handling capacity and queue output.
• Customer service experience over phone and email with CRM systems.

Responsibilities

• Respond to customer queries via phone and email.
• Print and pack tickets for customers to upcoming events.
• Provide service delivery reporting as required.
• Be conscious of the customer experience in all that you do.
• Collaborate across a broad stakeholder group.
• Event day work (including weekend work as required).

Skills

Customer service

Communication

CRM management

Time management

Problem solving

Tools

Zendesk

Aspect Workforce Management

Job description

Ticketek is a global leader in ticketing and technology with 40+ years' experience with ticketing major international events and partnering with the world's premier venues. We put fans and innovation at the heart of everything we do.

An exciting role of Customer Service Representative has become available for someone who has a passion for the events / music industry in our Ticketek UK Customer Services team based in London. Culturally we are ambitious, innovative, commercial, fast paced environment, where our focus is on our people's strengths and talent. This environment has been key in our success to date - one that is collaborative where our people aspire to exceed. Every day might look a bit different however it is likely to include customer service, ticket dispatch, event related support. You will have a continuous improvement mindset, deliver timely, efficient, and effective Customer Service and Dispatch services.

Role

• Respond to customer queries via phone and email.
• Print and pack tickets for customers to upcoming events.
• Provide service delivery reporting as required.
• Be conscious of the customer experience in all that you do.
• Collaborate across a broad stakeholder group.
• Event day work (including weekend work as required).

Person We're looking for

Communicates with style and professionalism, across all levels of business relationships. Is adaptable, able to mould to an ever-changing environment. Has the ability to problem-solve, both being able to think of, and implement innovative solutions to everyday problems. Has excellent time management skills with the ability to deal with conflicting deadlines. Possesses a keen eye for detail. Is able to quickly establish rapport and develop client relationships. Is a team player willing to strive to deliver exceptional results. Has online customer service experience using Meta Business Suite & Trust pilot review platform. Customer service experience; on the telephone and answering emails and using CRM systems, Zendesk would be ideal.

The role is a 3 month contract working October through to the end of December. Working hours Wednesday - Sunday 9:00am - 5:00pm.

Our inclusive culture

At TEG a balanced workforce where everyone belongs, supported by processes and policies which advocate this, is the heart of our strategy. We therefore welcome all suitably qualified candidates, irrespective of gender, identification, disability, marital or parental status, racial, ethnic, or social origin, colour, religion, belief, or sexual orientation. We want to make sure our recruitment processes are accessible and inclusive for all people. If there's any adjustments that need to be made to ensure you have a fair and equal experience in our recruitment process, please advise us when scheduling your interview. Please know you must have the right to work in the UK to be considered for this role.

Essential experience required

Customer Relationship Management (CRM): Experience of using Zendesk (ticketing routing, macro management, queue navigation, and knowledge base administration). Workforce & Operations Management: Demonstrated experience with Aspect (Workforce Management, agent scheduling, forecasting, and real time activity tracking). Cross Platform Integration: Ability to use Aspect insights to optimize Zendesk ticket handling capacity and queue output.

Working for TEG

Our people enjoy a wealth of benefits including:

• 23 days annual leave plus Birthday leave
• Enhanced pension contributions, sick and family leave
• Complimentary tickets
• Recognition Awards
• Employee Assistance Programme