Live Events Escalations Manager & ADR Liaison

Live Nation; Greater London; On-site; GBP 55,000 - 90,000; Full time

Job summary

Live Nation seeks a Customer Services Manager to join our Escalations team, supporting the Head of Escalations. You will gather facts, build case files and draft empathetic responses for complex complaints across touring and festival operations, including our VIP offering.

You will liaise with the ADR service, manage submissions and deadlines, and drive improvements in customer service practices. You will work with internal stakeholders to resolve cases quickly, produce reports on ADR volumes

Qualifications

• Significant experience in customer complaints and case management and resolution including escalations and complex issues.
• Excellent investigative and analytical skills to draw information from multiple sources into a coherent case.
• Strong written and verbal communication skills for fair, empathetic responses.

Responsibilities

• Manage escalated complaints and act as day-to-day liaison with ADR service.
• Gather facts, build case files and draft fair responses meeting service levels.
• Collaborate with internal teams to resolve issues and prevent recurrence.
• Monitor ADR progress, produce regular reports and ensure deadlines are met.
• Contribute to templates and guidance for wider customer services team.

Skills

Customer complaints management

Stakeholder management

Investigations & analysis

Written communications

ADR experience

CRM experience

UK GDPR knowledge

Tools

Zendesk

MS Office

Job description

Live Nation seeks a Customer Services Manager to join our Escalations team, supporting the Head of Escalations. You will gather facts, build case files and draft empathetic responses for complex complaints across touring and festival operations, including our VIP offering.

You will liaise with the ADR service, manage submissions and deadlines, and drive improvements in customer service practices. You will work with internal stakeholders to resolve cases quickly, produce reports on ADR volumes