Customer Service Manager (Escalations)

• We are looking for an exceptional individual to join our newly created Escalations team as Customer Services Manager
• Working across our touring and festival portfolio (including our VIP offering), you will play a central role in resolving our most complex and sensitive customer complaints; alleviating pressures on internal stakeholders and improving processes
• Your primary focus will be supporting the Head of Escalations by gathering the facts behind escalated cases, building clear case files and drafting fair, well-reasoned responses
• You will also act as our day-to-day point of contact with the industry Alternative Dispute Resolution (ADR) service, managing case submissions, evidence and deadlines so that disputes are handled professionally and consistently
• You will have your finger on the pulse of broader customer service best practice and will work collaboratively with colleagues and teams across the organisation to resolve some of our most challenging and sensitive issues; ensuring we put the customer first across our tours and festivals
• Support the Head of Escalations in managing complaints that have been escalated beyond frontline customer service
• Build strong working relationships with internal stakeholders and teams across the business to obtain the information needed to resolve cases quickly and accurately
• Investigate each case thoroughly with internal and external stakeholders; identify appropriate resolutions
• Draft written responses to escalated complaints (to meet service levels) that are accurate, empathetic and in line with company policy for review and sign-off
• Feedback insight to event, ticketing and marketing teams to help prevent similar complaints in future
• Act as the liaison with the industry ADR service on behalf of the LN business; submit case responses with supporting evidence within required deadlines
• Monitor ADR case progress and ensure outcomes are implemented promptly and accurately
• Work closely with ADR to produce regular reports on escalated complaint and ADR volumes, root causes, outcomes and turnaround times
• Identify trends across events, ticket agents and complaint categories and recommend improvements to policies, terms and conditions, customer communications and processes
• Contribute to the development of response templates, case-handling guidance and knowledge resources for the wider customer services team
• Ensure all case handling complies with data protection (UK GDPR) requirements and internal record-keeping standards
• Reports to: Customer Communications Director (Head of Escalation)
• Working Hours: Full-time with additional working to meet business needs onsite during the summer season

Benefits

• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network- This is a role for someone who loves live music, understands that a single ticket can represent a once-in-a-lifetime experience for a fan and can balance empathy for customers with the commercial and operational realities of running live events
• Sound judgement and discretion when handling confidential, emotive or reputationally sensitive cases
• Confident stakeholder management skills, with the ability to work collaboratively with internal teams and external partners
• Excellent organisation, verbal and written communication skills with the ability to draft clear, balanced and professional responses on sensitive matters
• Ability to work in high pressure situations, managing a high volume of cases concurrently against firm deadlines, including high level skill in trouble shooting and problem solving
• Eye for detail and confident in delivering robust and scalable processes
• Ability to foster problem solving between teams and stakeholders and to arrive at a solution that will contribute to the overall achievement of our goals
• Excellent interpersonal and relationship building skills
• Strong investigative and analytical skills, with the ability to draw toge…