Customer Support Representative

Van Dijnsen; Longridge, Preston; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a passionate Customer Support Representative to enhance the UK's event industry. This role involves providing exceptional customer service to ticket holders and event organizers, ensuring smooth operations and high satisfaction. You'll handle diverse queries through various channels, work collaboratively with teams, and contribute to achieving KPIs. The company promotes a vibrant culture with excellent working conditions, including health insurance and career progression opportunities. If you thrive in a dynamic environment and are committed to delivering top-notch service, this opportunity is perfect for you.

Benefits

Health Insurance

Holiday Entitlement

Performance-Based Pay

Cycle and Tech Schemes

Pension

Sick Pay

Career Progression

Free Parking

Qualifications

• Experience in a customer-focused role is essential.
• Confident communication skills and internet familiarity are a must.

Responsibilities

• Handle ticketing queries from customers via multiple channels.
• Resolve queries at the first point of contact and manage inbound queries.

Skills

Customer Service

Communication Skills

Organizational Skills

Problem Solving

Social Media Familiarity

Education

Previous Customer Service Experience

Tools

Intercom

Job description

Skiddle was born in 2001 as a what's on guide and began selling tickets in 2006. It is now one of the UK's most loved ticketing services, selling tickets for tens of thousands of events throughout the UK, from independent club nights to 60,000-capacity festivals. Skiddle currently sells tickets for notable events such as The Warehouse Project, Creamfields, Digbeth Dining Club, and Live Nation, among hundreds of independent venues and promoters across the country. In 2018, after a series of successful raves, Skiddle launched the award-winning Highest Point Festival at Lancaster’s Williamson Park.

On your side since 2001, because we believe true fans deserve a fairer and smarter way to discover events they love.

Role Summary:

We love what we do at Skiddle, and we want you to love what you do too! As a Customer Support Representative, you’ll be an integral part of making the UK’s event industry a world-leading enterprise. Your main responsibility will be to provide vital customer service to our loyal customers, from existing ticket holders to potential new customers, while liaising with event organisers to resolve queries and ensure their events run smoothly.

Our high level of customer service is something we’re extremely proud of and committed to maintaining. We’re rated as one of the best in the industry by customers via trustpilot.co.uk and reviews.co.uk, and we aim to deliver first-class support to both customers and event planners.

The Customer Support team handles a broad range of ticketing queries received via phone, email, support, and social media channels. Your support will directly impact the department’s performance and help achieve the company’s goals.

You will also communicate with other departments such as Account Support, Account Management, and Business Development to ensure all queries are addressed correctly.

Key Responsibilities:

• Handle incoming ticketing queries from customers via multiple channels.
• Manage inbound queries through our support platform (Intercom).
• Resolve all queries at the first point of contact.
• Conduct outbound calls to build rapport with customers and event organisers.
• Work as part of a team to ensure excellent customer experience.
• Maintain professionalism and positive rapport in interactions.
• Perform general admin duties including image and listing moderation.
• Keep public-facing information updated.
• Review and suggest improvements to internal processes.
• Stay informed on product knowledge and company policies.
• Manage refund claims via our insurance partner.
• Achieve personal and team KPIs.

Person Specification:

We seek a talented, ambitious individual with a passion for events and a desire to provide excellent customer service. Previous experience in a customer-focused role, confident communication skills, and familiarity with internet, social media, and email are essential. The candidate should be organized, communicative, and compassionate, capable of handling challenging requests effectively.

What Skiddle Offers:

In return, enjoy excellent working conditions, team outings, Christmas parties, charitable activities, and a vibrant company culture. Benefits include health insurance, holiday entitlement, performance-based pay, cycle and tech schemes, pension, sick pay, career progression, and free parking.

Hours and Place of Work:

From April to November: Tuesday - Saturday 9am-5pm (37.5 hours)

From November to April: Monday - Friday 9am-5pm (37.5 hours)

Location: Longridge, Preston, with potential for part remote work after probation. Own transportation recommended due to rural location.

Important Information:

The successful applicant must agree to a DBS check. Employment is contingent upon a satisfactory disclosure report.

Previous customer service experience is essential.