On-Site Live Events Customer Experience Coordinator

Live Nation, Inc; Liverpool; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Cream Global Ltd. is seeking a Customer Service Coordinator to join our team in Liverpool, based in the office and on-site at events. You will be the first point of contact, handling enquiries and ensuring a smooth fan journey across all touchpoints.

The role supports the Customer Services Manager, delivering accurate information, managing CRM interactions, and maintaining consistency in communications during peak periods and events.

Qualifications

• Proven experience in a customer service role, ideally within live events.
• Strong written and verbal communication skills.
• Experience handling customer queries and complaints with professionalism.
• Experience using CRM systems (Zendesk preferred).
• Highly organised with the ability to manage various customer comms across different shows.
• Resilient and calm under pressure.

Responsibilities

• Act as the primary contact for customer queries across email and other channels.
• Respond to queries and complaints in a timely, accurate and professional manner.
• Ensure all communications align with brand tone and guidelines.
• Escalate complex or sensitive issues where required.
• Support the development and maintenance of FAQs and customer-facing information.
• Ensure all event information is accurate, consistent and up to date.
• Manage customer interactions through CRM platforms (Zendesk preferred).
• Accurately log, categorise and resolve cases in line with service standards.
• Provide day-to-day administrative support to the Customer Services Manager and wider team.
• Assist with reporting and documentation and coordination of seasonal staff.
• Support customer service delivery on-site at events as required.
• Contribute to wider team tasks and ad hoc duties to support event delivery.

Skills

Customer service experience

Strong communication

Organised / detail-oriented

Resilience under pressure

Tools

Zendesk

Job description

Cream Global Ltd. is seeking a Customer Service Coordinator to join our team in Liverpool, based in the office and on-site at events. You will be the first point of contact, handling enquiries and ensuring a smooth fan journey across all touchpoints.

The role supports the Customer Services Manager, delivering accurate information, managing CRM interactions, and maintaining consistency in communications during peak periods and events.