Customer Support Representative

Skiddle Ltd; Preston; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading event management company is seeking a Customer Support Representative for its Preston location. The successful candidate will handle ticketing queries from customers and event organisers, ensuring a high level of service. Responsibilities include managing inbound queries, maintaining professionalism, and contributing to team goals. Ideal applicants will have customer service experience and an interest in the events industry. Benefits include health insurance, extensive holiday entitlement, and a friendly working environment.

Benefits

Health insurance after 12 months

25 days holiday increasing to 30

Performance-based compensation

Pension scheme

Free parking

Qualifications

• Previous experience in customer-focused roles is essential.
• Confident telephone manner is required.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Handle incoming ticketing queries across various channels.
• Manage queries through the support platform (Intercom).
• Maintain a high level of professionalism with customers.

Skills

Customer service experience

Strong communication skills

Ability to manage multiple queries

Knowledge of event industry

Tools

Intercom

Job description

Role Summary

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

Our Customer Support team handles a broad range of ticketing-based queries on a day-to-day basis, received via phone and email, and via support and social media channels. Through delivering first-class customer support, you’ll directly impact the department’s performance, assisting in achieving the company’s goals.

In addition to aiding event-goers and the teams behind some of the nation’s biggest and best events, you will also be required to communicate directly with fellow departments within Skiddle, such as Account Support, Account Management and Business Development, to further ensure all queries are dealt with correctly.

Key Responsibilities

• Handle incoming general ticketing queries from existing and potential customers, received via multiple channels including calls, email, support and social media.
• Manage inbound customer queries via our in-house support platform (Intercom).
• Responsible for managing multiple customer queries against tight deadlines.
• Accountable for the resolution of all queries at the first point of contact.
• Regular outbound call activity and building a rapport with customers and event organisers alike.
• Working as part of a team to ensure that all customers receive the best possible experience.
• Responsible for maintaining a high level of professionalism with customers and event organisers ensuring you establish a positive rapport with each interaction.
• General administration duties including images and listing moderation.
• Maintain our public-facing information to ensure customers can obtain relevant information.
• Reviewing internal processes and managing workflow to ensure consistency amongst the team, taking the opportunity to suggest improvements and support the overall team goals and business strategy.
• Stay up to date on product knowledge and be informed of any changes in company policies.
• Manage refund protection-based claims raised via our insurance partner to ensure that the process is upheld.
• Achieve and aspire to personal and team KPIs.

Person Specification

We’re looking for a talented, ambitious and enthusiastic individual to bring their expertise and offer unique and effective solutions to those in need, ensuring Skiddle remains a leader in providing an impeccable experience to event attendees and organisers.

The successful candidate for this role will have an unquenchable thirst for knowledge and show a willingness to challenge themselves and learn new skills. A genuine interest in events and the events industry is essential in order to understand queries and offer efficient resolutions to our customers at the first point of contact.

If you consider yourself someone who thrives in a dynamic and fast-paced environment, this could be the perfect opportunity to launch your career in one of the most exciting industries in the world.

Previous experience working within a customer-focused role is essential. It's vital that the right candidate has a confident telephone manner, and a general understanding of the internet, social media and email use. We are seeking an extremely organised individual who possesses a high level of communication both internally and externally with a desire to help all customers and promoters with understanding and compassion no matter how challenging the request.

What can Skiddle offer

In return for your commitment, you can look forward to excellent working conditions in a progressive and growing company that acknowledges and rewards its staff for their efforts. You’ll enjoy various team outings throughout the year, with Christmas parties and regular team-building days, and be given the opportunity to attend fantastic events and get involved with charitable fundraising activities.

Our company culture is informal, friendly and lively, with a team built‑up of like-minded individuals who all share a passion for music.

We can offer

• Friendly working environment / Casual dress
• Health insurance provided by Vitality following 12 months service
• 25 days holiday rising to 30 days with length of service, plus bank holidays
• Performance-based compensation
• Cycle to work scheme following 12 months service
• Tech scheme following 12 months service
• Electric Car Scheme following 12 months service
• Company pension
• Sick pay
• Future career progression
• Free parking

Hours and place of work

• From April to November: Tuesday - Saturday 9am-5pm (with 30 min unpaid lunch) = 37.5 hours
• From November to April: Monday - Friday 9am-5pm (with 30 min unpaid lunch) = 37.5 hours
• Place of work: Longridge, Preston with an opportunity of part remote working following a successful probation period
• Please note: The head office is easily accessible from the M6 however rurally based; therefore, own transportation is highly recommended.

Important Information

The successful applicant must agreed to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be confirmed to the successful applicant subject to a satisfactory Disclosure report.

PLEASE NOTE: ALL APPLICATIONS MUST INCLUDE A COVER LETTER AND A COMPLETED APPLICATION FORM - APPLICATIONS WILL BE REVIEWED IN JANUARY 2026