Job Description
This role is based in our 240 Blackfriars Road office
As a Customer Service Representative, you'll be the go-to expert for our events portfolio, delivering exceptional customer experiences across multiple touchpoints. This dynamic role combines proactive support, communication management, and technical assistance to create seamless event experiences for exhibitors and attendees.
Working collaboratively with internal teams, you'll capture valuable customer insights, implement improvements, and maintain consistent service standards across all allocated portfolios. Your impact will span the entire customer journey—from pre-event communications and platform onboarding to on-site support and post-event analysis.
Key Responsibilities
1. Serve as the subject matter expert for customer service across assigned event portfolios
2. Support customer inbound channels (voice, chat, WhatsApp, email) during peak periods
3. Execute outbound communications for allocated event portfolios, including updating draft phases
4. Travel and On-Site Requirements: This position requires face-to-face interactions with our on-site customers to support general queries. You will be required to travel within the UK and Europe, possibly with an element of occasional international travel depending on event requirements. The frequency and length of expected travel will vary, with a maximum length of stay on-site of 10 days per event and a maximum of 10 events per year. This position also requires you to work outside of office hours and on weekends when on-site.
5. Contribute customer insights during portfolio meetings to drive continuous improvement
6. Provide valuable input during post-show debriefs to enhance future customer experiences
7. Monitor and respond promptly to Teams channels for allocated portfolios
8. Maintain and update knowledge base documents with current event information
9. Capture and update customer data in CRM systems and other relevant platforms
10. Conduct proactive voice campaigns with exhibitors when required
11. Provide first-line technical support for event platforms, digital products, and tools
12. Support and escalate customer complaints through appropriate channels
13. Onboard exhibitors to event platforms
14. Deliver on-site customer service support at events
15. Complete additional tasks as directed by leadership team
Success Indicators
16. Increased customer satisfaction, improved NPS and effort scores
17. Proactive issue identification and resolution before customer impact
18. Positive feedback from customers, internal teams, and stakeholders
19. Meaningful contribution to Informa's reputation and business objectives
Qualifications
20. Graduate level (ideally with up to 1 year of customer service experience)
21. Fluent English with exceptional written and verbal communication skills
22. Strong teamwork abilities and excellent multitasking capabilities
23. Proven ability to deliver quality work on time and meet deadlines
24. Proficiency with Microsoft Office suite (Excel, Word, PowerPoint)
25. Self-motivated with initiative and quick learning capabilities
26. Proactive problem-solving approach and creative thinking
27. Exceptional attention to detail and accuracy
28. Outstanding organizational skills with ability to thrive in busy environments
29. Adaptable work style to accommodate changing priorities
30. Excellent time management with effective prioritization skills
31. Strong team player with effective internal and external communication skills
Join our team and make a meaningful impact on our customer retention strategies while supporting Informa's position as a premier events provider!
Additional Information
We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.
We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at
Our benefits include:
32. Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
33. Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
34. Broader impact: take up to four days per year to volunteer, with charity match funding available too
35. Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
36. Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
37. A flexible range of personal benefits to choose from, plus company funded private medical cover
38. A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
39. Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
40. Recognition for great work, with global awards and kudos programmes
41. As an international company, the chance to collaborate with teams around the world
We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.
At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.
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