Customer Support Representative

Company Background:

Skiddle was born in 2001 as a what's on guide and began selling tickets in 2006 and is now one of the UK's most loved ticketing services selling tickets for tens of thousands of events throughout the UK, from independent club nights through to 60,000 capacity festivals. Skiddle currently sells tickets for the likes of The Warehouse Project, Creamfields, Digbeth Dining Club and Live Nation, and hundreds of independent venues and promoters across the country. In 2018, after a series of successful raves, Skiddle launched the award-winning Highest Point Festival at Lancasters Williamson Park.

Role Summary:

We love what we do here at Skiddle, and we want you to love what you do too! As a Customer Support Representative, youll become an integral part of making the UKs event industry the world-leading enterprise that it is today. Your main responsibility will be to provide vital customer service to our many loyal customers, from existing ticket holders to potential new customers whilst also liaising with event organisers to resolve their queries and ensure their events run smoothly.

Our exceptionally high level of customer service is something were extremely proud of here at Skiddle and constantly committed to retaining. Were thrilled to be rated as one of the best in the industry by our customers, via trustpilot.co.uk and reviews.co.uk, and always aim to deliver first-class customer support to customers and event planners alike.

Our Customer Support team handles a broad range of ticketing-based queries on a day-to-day basis, received via phone and email, and via support and social media channels. Through delivering first-class customer support, youll directly impact the departments performance, assisting in achieving the companys goals.

In addition to aiding event-goers and the teams behind some of the nations biggest and best events, you will also be required to communicate directly with fellow departments within Skiddle, such as Account Support, Account Management and Business Development, to further ensure all queries are dealt with correctly.

Key Responsibilities:

• Handle incoming general ticketing queries from existing and potential customers, received via multiple channels including calls, email, support and social media.
• Manage inbound customer queries via our in-house support platform (Intercom)
• Responsible for managing multiple customer queries against tight deadlines
• Accountable for the resolution of all queries at the first point of contact
• Regular outbound call activity and building a rapport with customers and event organisers alike
• Working as part of a team to ensure that all customers receive the best possible experience
• Responsible for maintaining a high level of professionalism with customers and event organisers ensuring you establish a positive rapport with each interaction
• General administration duties including images and listing moderation
• Maintain our public-facing information to ensure customers can obtain relevant information
• Reviewing internal processes and managing workflow to ensure consistency amongst the team, taking the opportunity to suggest improvements and support the overall team goals and business strategy.
• Stay up to date on product knowledge and be informed of any changes in company policies
• Manage refund protection-based claims raised via our insurance partner to ensure that the process is upheld.
• Achieve and aspire to personal and team KPIs

If you consider yourself someone who thrives in a dynamic and fast-paced environment, this could be the perfect opportunity to launch your career in one of the most exciting industries in the world.

Previous experience working within a customer-focused role is essential. It's vital that the right candidate has a confident telephone manner, and a general understanding of the internet, social media and email use. We are seeking an extremely organised individual who possesses a high level of communication both internally and externally with a desire to help all customers and promoters with understanding and compassion no matter how challenging the request.

What can Skiddle offer:

In return for your commitment, you can look forward to excellent working conditions in a progressive and growing company that acknowledges and rewards its staff for their efforts. Youll enjoy various team outings throughout the year, with Christmas parties and regular team-building days, and be given the opportunity to attend fantastic events and get involved with charitable fundraising activities.

Our company culture is informal, friendly and lively, with a team built-up of like-minded individuals who all share a passion for music.

We can offer:

• Friendly working environment / Casual dress
• Health insurance including Optical, Dental and Hearing provided by Vitality
• 25 days holiday rising to 30 days, plus bank holidays
• Performance-based compensation
• Cycle to work scheme
• Tech scheme
• Electric Car Scheme
• Company pension
• Sick pay
• Future career progression
• Modern offices with free parking in some of our locations. Please note: The head office is easily accessible from the M6 however rurally based; therefore, own transportation is highly recommended.

Hours and place of work:

37.5 Hours per week - Monday to Saturday on a roster basis - Shift patterns available: Currently 9am - 5.30pm. During the peak season this may alter to either 8am - 4.30pm or 9.30am - 6pm.

Place of work: Longridge, Preston or Manchester with an opportunity of part remote working upon completion of training period. Please note, training and probationary period must be completed in Longridge, Preston prior to working from Manchester.

Important Information: The successful applicant must agreed to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be confirmed to the successful applicant subject to a satisfactory Disclosure report.