Escalations Manager, Customer Service Excellence

Live Nation, Inc; Greater London; Hybrid; GBP 65,000 - 80,000; Full time

Benefits offered by this job

Tickets to shows and festivals

Unlimited annual leave

Office perks at Farmiloe Building

Job summary

Live Nation is seeking an exceptional Customer Services Manager to lead the Escalations team, handling complex complaints across touring and festival portfolios. You will gather facts, build case files, draft fair responses, and liaise with the ADR service to manage submissions and deadlines.

The role requires strong investigative and stakeholder management skills, the ability to work under pressure, and a focus on data protection and process improvement.

Qualifications

• We have a background in leading high-quality, high-volume customer services across complex business areas.
• Significant experience in customer complaints and case management, including escalations and complex issues.
• Strong investigative and analytical skills to synthesize information from multiple sources.
• Excellent written and verbal communication to draft balanced responses.
• Confident stakeholder management and collaboration with internal teams and external partners.
• Ability to work in high-pressure situations with tight deadlines and high case volumes.
• Familiarity with CRM tools (preferably Zendesk) and MS Office suite.
• Attention to detail and discretion when handling confidential matters.

Responsibilities

• Support the Head of Escalations by gathering facts and building case files for escalated complaints.
• Draft fair, empathetic responses aligned with company policy for review and sign-off.
• Act as liaison with ADR service, manage submissions, evidence, and deadlines.
• Monitor ADR case progress and compile reports on volumes, trends, and outcomes.
• Collaborate with event, ticketing and marketing teams to prevent future complaints.
• Develop response templates and knowledge resources for the team.
• Ensure compliance with UK GDPR and internal data-retention standards.

Skills

Customer service leadership

Case management

Escalations handling

Investigative skills

Stakeholder management

High-pressure work

Written communication

Zendesk

MS Office

Problem solving

Attention to detail

Education

Tools

Zendesk

MS Office

Job description

Live Nation is seeking an exceptional Customer Services Manager to lead the Escalations team, handling complex complaints across touring and festival portfolios. You will gather facts, build case files, draft fair responses, and liaise with the ADR service to manage submissions and deadlines.

The role requires strong investigative and stakeholder management skills, the ability to work under pressure, and a focus on data protection and process improvement.