Lead, Customer Escalations for Live Events

Live Nation; Farringdon; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Tickets to shows and festivals

Unlimited annual leave

Job summary

Live Nation in London seeks a Customer Services Manager to join the Escalations team, overseeing complex customer complaints across touring and festival portfolios, including VIP offerings. You will support the Head of Escalations by gathering facts, building case files and drafting responses to ensure fair, timely resolutions.

You will also liaise with the ADR service to manage submissions, evidence and deadlines, balancing empathy for fans with the commercial realities of live events.

Qualifications

• Background in leading high quality and high-volume customer services across a complex business.
• Significant experience in customer complaints and case management and resolution.
• Strong investigative and analytical skills to create coherent case files.
• Confident stakeholder management and collaboration with internal teams and external partners.
• Ability to work under pressure, manage many cases to deadlines, and troubleshoot problems.
• Excellent verbal and written communication for clear, balanced responses.
• Discretion handling confidential, emotive or reputationally sensitive cases.
• Familiarity with CRM solutions (Zendesk) and MS Office tools.

Responsibilities

• Support the Head of Escalations in managing complaints escalated beyond frontline service.
• Build strong relationships with internal stakeholders to obtain information quickly.
• Investigate each case thoroughly with internal and external parties; identify resolutions.
• Draft written responses to escalated complaints that are accurate, empathetic and policy-aligned.
• Provide feedback to event, ticketing and marketing teams to prevent future issues.
• Act as liaison with the ADR service for case submissions, evidence and deadlines.

Skills

Customer service leadership

Case management

Investigative analysis

Stakeholder management

High pressure handling

Written communication

Discretion / confidential handling

Zendesk familiarity

MS Office proficiency

Problem solving

Tools

Zendesk

MS Office

Job description

Live Nation in London seeks a Customer Services Manager to join the Escalations team, overseeing complex customer complaints across touring and festival portfolios, including VIP offerings. You will support the Head of Escalations by gathering facts, building case files and drafting responses to ensure fair, timely resolutions.

You will also liaise with the ADR service to manage submissions, evidence and deadlines, balancing empathy for fans with the commercial realities of live events.