White Raven Resourcing are acting as a recruitment agency in relation to permanent placements.
WHAT WE ARE LOOKING FOR:
Experienced Customer Services Manager with strong initiative and a commitment to excellent service. The role is 22.5 hours per week over five mornings, with occasional extra hours (paid) as needed (core months can require up to 100 extra paid hours). Candidates must be level-headed and flexible.
This is a 12-month maternity cover contract with possible, but not guaranteed, permanent placement.
THE ROLE:
Customer Service Manager
Handle a range of customer-facing inboxes, adjusting tone to align with brand or event requirements, and respond to queries and formal complaints.
Address all customer inquiries through social media platforms including X, Facebook, and Instagram.
Serve as the primary point of contact for governing body and legal escalations.
Respond to high-level escalations promptly and professionally.
Ensure brand-consistent customer communications across channels, including FAQ management, updates to artist statements, and notifications about event changes.
Collaborate with various departments to provide assistance and customer advice as needed.
Maintain communication with major ticket agents and venues.
Oversee GDPR compliance and best practices internally, advise on marketing, website, and internal data protection queries, and work alongside the DPO to fulfil SARs within ICO guidelines.
Support accessibility requests, supply customer information, and contribute to booking development where possible.
Provide support during occasional weekends or outside of regular hours for high-profile ticket sales, specialised live events, and festivals as required.
Partnerships Manager
Manage the relationship between the client and the scholarships they support through 3 different educational establishments
Proactively reach out to the various universities/college to improve continuously and develop how we work closely together, including but not limited to organising talks with internal staff at lectures and presentations at scholar events.
Requirements
SKILLS / EXPERIENCE REQUIRED
Candidates must possess the following when applying:
At least 12months in a managerial/assistant managerial position
Previous Customer Service Experience (2 years minimum)
Excellent communication skills both written and verbally
Ability to liaise with a variety of people on all levels, from customers, to directors, band management and university lecturers
A naturally calm, positive working attitude, and approachable working style
Problem solving and pro activeness
Excellent office skills
Reliable and trustworthy
Knowledge and experience of GDPR including best practice, privacy policies, and SAR management
Benefits
This role comes with salary of
£20,000 - £25,000
per annum on a part time basis.
Paid overtime hours - up to 100 per month during peak periods.
Attractive pro-rata'd holiday allowance.
Huge company based perks.
Team building social clubs.
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