Escalations Manager — Live Event Customer Experience

Live Nation (Music) UK Limited; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Tickets to shows and festivals

Unlimited annual leave

Gym and wellness facilities onsite

Complimentary coffee bar and subsid i̇

Job summary

Live Nation Entertainment is seeking a Customer Services Manager to join the newly created Escalations team in London. You will resolve complex, sensitive complaints, manage ADR submissions, and support the Head of Escalations while balancing customer needs with business realities.

You will lead case work across touring and festival portfolios, collaborate with internal teams and external partners, and ensure responses are accurate, empathetic, and compliant with data protection standards.

Qualifications

• Background leading high-volume customer services across a complex business.
• Extensive experience in complaints and case management including escalations.
• Strong investigative/analytical skills to build coherent case files.
• Stakeholder management with internal and external partners.
• Ability to work under pressure with tight deadlines.
• Excellent written and verbal communication for sensitive matters.

Responsibilities

• Support Head of Escalations in managing escalated complaints.
• Collaborate with internal teams to obtain information needed to resolve cases quickly.
• Investigate cases with stakeholders and identify resolutions.
• Draft empathetic, policy-aligned responses for review and sign-off.
• Provide ADR liaison with timely case submissions and evidence.
• Monitor ADR progress and ensure timely outcomes.
• Develop templates and guidance for the wider CS team.
• Ensure compliance with UK GDPR and internal record-keeping standards.

Skills

Customer service leadership

Case management

Investigation & analysis

Stakeholder management

High-pressure handling

Written responses

Data protection awareness

Tools

Zendesk

MS Office

Job description

Live Nation Entertainment is seeking a Customer Services Manager to join the newly created Escalations team in London. You will resolve complex, sensitive complaints, manage ADR submissions, and support the Head of Escalations while balancing customer needs with business realities.

You will lead case work across touring and festival portfolios, collaborate with internal teams and external partners, and ensure responses are accurate, empathetic, and compliant with data protection standards.