Events Customer Experience Operations Specialist

Guidant Global; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Guidant Global is seeking a Customer Service Operations Specialist in London on a 3-month fixed-term contract. You will oversee customer interactions across channels, support event operations, and work with stakeholders to continually improve the attendee journey before, during, and after events.

You will handle inquiries, cancellations, and escalations, ensuring high-quality service while coordinating with internal teams.

Qualifications

• Experience in a Customer Service, Customer Experience, Customer Support, or Operations Specialist role.
• Strong passion for delivering exceptional customer experiences and exceeding customer expectations.
• Ability to write and speak with ease and communicate effectively with a wide range of stakeholders.
• Strong organizational and time-management abilities, with the capability to manage multiple priorities simultaneously.
• Experience working in a busy environment and delivering high-quality work on time.
• Proficiency with Microsoft Office applications.

Responsibilities

• Manage customer service operations across email, live chat, and telephone channels, ensuring service levels and customer satisfaction targets are achieved.
• Deliver personalized customer support and accommodate specific attendee requirements, including accessibility needs.
• Handle cancellations, complaints, and escalations professionally, ensuring prompt and effective resolution.
• Review and process event pass applications and registrations, ensuring accuracy and timely completion.
• Support registration and badge management processes for attendees, VIP guests, media representatives, speakers, and internal teams.
• Act as a customer-facing representative during live events, supporting registration desks, information points, and attendee services.
• Produce regular reports on customer feedback, trends, sentiment, and operational performance, providing recommendations for improvement.
• Identify opportunities to enhance the customer journey and contribute to initiatives that improve attendee engagement and satisfaction.
• Assist with customer communications, online content management, customer-facing resources, and event-related materials.
• Work with marketing and operational teams to ensure customer messaging remains clear, accurate, and engaging.
• Provide ad hoc reporting and operational support as required.

Skills

Customer Service

Customer Experience

Communication

Time Management

Event Operations

Microsoft Office

Tools

Salesforce

CRM platforms

Live chat tools

Microsoft Office

Job description

Guidant Global is seeking a Customer Service Operations Specialist in London on a 3-month fixed-term contract. You will oversee customer interactions across channels, support event operations, and work with stakeholders to continually improve the attendee journey before, during, and after events.

You will handle inquiries, cancellations, and escalations, ensuring high-quality service while coordinating with internal teams.