Customer Service and Accessibility Assistant

Glasgow, Scotland, United Kingdom

12/16/2024

Job Summary:

Company: DF Concerts and Events

Location: Glasgow, UK

Reports to: Customer Service Manager

Working Hours: Full time, 40 hours per week

Job Type: Permanent

Role Description

In this role, you will serve as a key contact within the customer service team, working closely with the Customer Service Manager and Customer Service and Accessibility Coordinator. Together, you will work to deliver high service standards, creating positive experiences for fans and support customer retention goals.

You will provide Fan Friendly Service to each customer through collaboration, with the customer, internal teams and external ticketing providers and contractors answering general enquiries, processing accessible applications and investigating and resolving concert and event complaints using strong communication links.

What It’s Like To Work In The Team

An Integral member of the Customer Service & Accessibility team at DF Concerts & Events, 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 business.

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.’

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.

The majority, of this role is office based with the requirement to work at our summer outdoor events as required.

Who You Are

Competencies / Skills / Knowledge / Experience

• Customer focused with previous experience in delivering exceptional and effective customer care across phone calls and email in enquiry and complaints handling.
• 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 essential.
• Proven ability in using Microsoft packages and CRM systems is essential.
• Good time and task management with the ability to manage own workload and meet deadlines is essential.
• Ability to identify potential problems and identify solutions, appropriately seeking information when required.
• Ability to accurately maintain and ensure quality assurance requirements are met.
• Previous experience working in the events industry desirable but not essential. You may have experience in a venue or in another customer services position. It’s important that you can transfer these skills to excellent written communication with customers.
  
  

Behaviours

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

• A fan-first mindset with a passion for delivering engaging, memorable experiences. Highly customer-focused and dedicated to exceptional service.
• Great communicator, active listener with ability to build rapport and relationships, inspire and motivate at all levels.
• Ability to work well within a team, coordinating with other departments to ensure seamless customer experiences.
• Calm, polite, empathetic and tactful with the ability to defuse situations quickly.
• Continuous improver who is proactive, creative, adaptive, resilient and resourceful.
• Work flexibly to the demands of the business.
  
  

What The Role Includes

• Deliver, high-quality, effective and responsive customer service, handling customer enquiries and complaints for concerts, events and festivals promptly, adhering to agreed service levels, and coordinating with internal teams and external partners as needed to enhance the overall fan experience.
• Process festival and event-accessible applications as directed by the Customer Service Manager.
• Investigate, resolve, and record event and concert complaints in line with company procedures, collaborating with relevant parties to ensure a positive experience for fans, maintaining contact with fans throughout the complaint resolution process and assessing satisfaction levels.
• Assist with creating and maintaining, timely, accessible information for our websites, accessible events guides, accessible customer comms regarding applications and post-event surveys.
• Review, enhance and maintain the Customer Service Help Centre to improve information delivery and increase team knowledge and customer satisfaction.
• Prepare and present bi-weekly supportive trends on complaints, enquires and accessibility stats to the Customer Service & Accessibility Manager. Complete end of summer season debrief report for event team.
• Monitor enquiries into our CRM system across the TRNSMT festival weekend and assist the accessibility team with various tasks during the event season, including onsite support at outdoor events if required.
• Review the Accessible Site Inventory in advance of event season and maintain it throughout to ensure current and accurate records.
• Compile accessibility feedback throughout the event season in preparation for debriefs and annual overview.
• Additional administrative tasks as required to support team operations.
  
  

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.

We are committed to fostering an inclusive recruitment process. If you are selected for an interview, please let us know about any adjustments you may require to ensure accessibility and help you perform at your best. Please note that you are welcome to apply for this role by uploading a CV or by uploading a video and/or audio file.

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 newly established 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: Monday 6th January 2025. To manage expectations, we enjoy an extended break over Christmas and the New Year so will review all applications in January. Thank you for your patience.

#DFC