Head of Customer Service

Who we’re looking for

We are looking for a candidate who will be an advocate for Seat Unique’s values and who will do all they can to meet customer expectations. The successful candidate will make a positive impact on every customer contact over multiple channels and will have, or be able to demonstrate, an ability to acquire fantastic sector knowledge to help resolve and deal with customer queries. Most importantly, we are looking for a candidate who will ensure that all our customers have a great experience using Seat Unique.

Responsibilities

• Building and managing a customer services team to manage all pre and post-event customer queries.
• Supporting senior management in developing and implementing a set of core service standards which the whole customer service team shall follow.
• Dealing with day-to-day customer queries across various channels (e-mail, phone, webchat), as well as acting as a senior lead on urgent and/or sensitive customer queries to provide problem resolution in accordance with our service standards.
• Serving as an expert team member that will support the internal team with questions and help drive customer satisfaction and customer service improvements.
• Ensuring a high level of customer service and a positive customer experience by giving timely, efficient and professional support.
• Providing team training on the handling of sensitive customer service issues.
• Monitoring and reviewing systems and processes for ways to make procedures more time and cost-effective
• Reporting to senior management on KPIs.
• Coordinating with the sales department to incorporate plans to increase customer satisfaction.
• Managing issues with the customer services team through assessment and subsequent corrective action protocol.
• Maintaining confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure.

Requirements

• We are looking for a candidate with a real passion for customer service, and who understands the bigger picture and potential impact on our business (media exposure, bad publicity on social media platforms) of negative customer experiences.
• You’ll love helping people and will genuinely enjoy the challenge of restoring faith when things haven’t gone according to plan.
• Experience in customer resolution and complaints management at a managerial level is essential.
• You’ll need to be able to demonstrate a commercial awareness which takes into account brand protection, GDPR and financial risks.
• You will be able to work under pressure, adhere to deadlines and handle stress well.
• Flexibility to adapt to a dynamic work environment with a positive attitude and strong organisational skills.
• Self-starter with a strong sense of responsibility but also a team player with the ability to innovate and deliver creative customer service solutions and initiatives.
• Sector experience is preferable but not essential, however, the successful candidate must have, and be able to demonstrate, an interest in working in the live events sector.
• Experience with Google Suite and related MS Office business applications

Benefits