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SalaryJob Summary:
Company: Live Nation
Department: Fan Experience
Location: Farringdon, London
Reports to: Fan Experience Coordinator
Working Hours: Full time
Contract Type: Fixed term contract until October 2024
Role Description
We are looking for a Fan Experience Assistant to be the first point of contact for our customers, responding to queries from customers across a wide range of our events. Additionally, they will play a critical role in dealing with requests from our customers who may have specific accessibility requirements, ensuring that the business captures reasonable adjustments; communicating with fans to ascertain requirements, carrying out verification of these requests and updating internally to ensure that these requests are fulfilled during the events themselves.
What it’s like to work in the Team
The role of Fan Experience Assistant will be an integral member of the Customer Experience team at Live Nation, where our shows and events are as diverse as the individuals within them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the Fan First across our estate.
The visitors to our venues and festivals are more than customers, they’re our Fans. They are at the heart of everything we do. Our mission is to ‘put fans first and deliver world class experiences.’
To do this we strive to always embody our Fan First Values:
We Care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers, stakeholders, and teams.
We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business
We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice
We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we’re going to do and work together to solve challenges and exploit opportunities
We add value: We focus on the detail that drives enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we’re always adding value
We do what’s Right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability
What we can offer you
Live Nation offers impressive employee benefits including unlimited annual leave. The newly opened Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.
Who you are
Competencies / Skills / Knowledge / Experience
- A background in high quality and high-volume customer services would be highly advantageous.
- Experience of dealing with customer enquiries, complaints and support with experience using a CRM tool such as Zendesk (preferred)
- Awareness of accessibility issues and best practices
- Ability to work in high pressure situations, including high level skill in trouble shooting and problem solving
- Excellent organisation, verbal and written communication skills and an eye for detail
- Good working knowledge of MS office
Behaviours
The following attributes determine how the role will be carried out and are required to be a success
- Passionate about delivering engaging and memorable customer experiences
- Excellent interpersonal and relationship building skills
- Customer Focus with a passion for customer service and putting the fan at the heart of the business
- Resilient, resourceful and tenacious
What the role includes
- Acting as the first point of contact in dealing with queries covering a wide range of festivals and events
- Resolving fan queries in a timely and professional manner within established timeframe and targets, and escalating issues internally when required
- Processing requests from fans with accessible reasonable adjustment requests; communicating with fans, carrying out verification when required and ensuring requests are logged internally
- Offering on-site Fan Experience support when required at festivals and 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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.
The Company
Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com
APPLICATION DEADLINE: Tuesday 2nd April. We reserve the right to close applications at any time so encourage early application. #LI-SL1
