Customer Support Representative

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.

On your side since 2001, because we believe true fans deserve a fairer and smarter way to discover events they love.

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, you'll become an integral part of making the UK's 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.

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).
• Accountable for the resolution of all queries at the first point of contact.
• Engage in regular outbound call activity and build rapport with customers and event organisers alike.
• Work as part of a team to ensure that all customers receive the best possible experience.
• Maintain a high level of professionalism with customers and event organisers, establishing a positive rapport with each interaction.
• Perform general administration duties including images and listing moderation.
• Maintain public facing information to ensure customers can obtain relevant information.
• Review internal processes and manage workflow to ensure consistency amongst the team, suggesting improvements and supporting 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.

Person Specification

We're looking for a talented, ambitious and enthusiastic individual to bring their expertise and offer unique and effective solutions to those in need, ensuring Skiddle remains a leader in providing an impeccable experience to event attendees and organisers.

The successful candidate for this role will have an unquenchable thirst for knowledge and show a willingness to challenge themselves and learn new skills. A genuine interest in events and the events industry is essential to understand queries and offer efficient resolutions to our customers at the first point of contact.

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 is 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.

Benefits

• Friendly working environment / Casual dress
• Health insurance provided by Vitality following 12 months service
• 25 days holiday rising to 30 days with length of service, plus bank holidays
• Performance based compensation
• Cycle to work scheme following 12 months service
• Tech scheme following 12 months service
• Electric Car Scheme following 12 months service
• Company pension
• Sick pay
• Future career progression
• Free parking

Hours and Place of Work

From April through to November: 5 days each week including working every Saturday with a day off each week = 37.5 hours.

From November until April: Monday - Friday = 37.5 hours.

Place of work: Longridge, Preston with an opportunity of part remote working following a successful probation period.

Please note: The head office is easily accessible from the M6 however rurally based; therefore, own transportation is highly recommended.

Important Information

The successful applicant must agree 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.