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Job Summary:

Company: DF Concerts and Events

Department: Business Support

Location: Glasgow, UK and onsite at music festivals/events during the summer as required

Reports to: Business Support Manager

Working Hours: 24 hours per week and onsite work at festivals which will include some weekend working

Contract type: Fixed term. Expected duration: June – mid-Sept 2023

Role Description

You are responsible for coordinating general enquiries and resolving concert and event complaints by liaising effectively with internal departments and external ticketing providers by using strong communication links.

You will be the primary contact within the customer service team delivering this role but working with the Accessible Manager, Customer Service and Accessibility Assistant and Business Support Assistant to deliver excellent service levels, that enable a positive experience for fans and drive customer retention.

As required you will provide onsite support to the accessibility team at key outdoor events.

What it’s like to work in the Team

We are a small, hard-working team who care about our fans and aim to deliver customer service that enhances their experience. We have a supportive atmosphere where each person is empowered to take ownership of their responsibilities. We are a group of doers, problem solvers, positive thinkers who have the core values of excellence and inclusivity. We stive to support our business to continuously improve by being active listeners who turn feedback into opportunity.

Who you are

Competencies / Skills / Knowledge / Experience

• Previous experience in providing effective customer care, enquiry and written complaints handling is essential
• Skilled in listening to a customer’s needs and providing the right solution with strong ability to respond well verbally and through written work is essential
• Previous administrative experience involving accurate data input is essential
• Strong ability in using Microsoft packages and CRM systems is essential
• Good time and task management with the ability to manage own workload is essential
• Previous experience working in the hospitality industry desirable but not essential

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

• Great communicator with ability to build rapport and relationships at all levels
• Calm, polite and tactful with ability to deal with personal and emotive communications and defuse situations quickly if required
• Continuous improver, proactive, adaptive and resourceful, problem solver
• Customer focused, with drive to meet deadlines
• Ability to follow processes and procedures accurately
• Team player
• Work flexibly to demands of the business

What the role includes

• Effectively resolve event and concert complaints as per our policies, liaising with ticketing providers as required to ensure we create a positive experience for fans
• Maintain contact with the fan throughout the process and assess levels of satisfaction with the complaints handling and query process
• Work with the Accessibility Manager to direct agents on completion of tickets within the CRM system and complaints recording tracker
• Ensure integrity and quality of data on both the complaints recording tracker, CRM platform and refund process
• Liaise with internal teams to ensure key fan information is updated, quickly and accurately by attending meetings, delivering actions, updating macros on the CRM system and agent FAQs along with maintaining the CSA Help Centre as required
• Support marketing department with responding to fan enquiries related to competitions
• Prepare and present supportive trends monthly and end of event season improvement report on complaints and queries to business support manager
• Support the Accessibility Team with tasks as required, including onsite support at outdoor events

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

The Company

DF Concerts and Events is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management. DF Concerts & Events bring the best live music and life affirming experiences to music fans across Scotland, year after year through a range of large outdoor festivals, stadium shows and indoor concerts. DF Concerts works with the biggest names in music as well as championing the career progression of emerging acts by operating, “quite possibly the finest small venue in the world”, King Tut’s Wah Wah Hut – supporting the vibrant music scene from grassroots level, up

APPLICATION DEADLINE: Wednesday 10th May 2023. We reserve the right to close applications at any time so encourage early application.

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