Customer Service Advisor
Mike Burton - Destination Sport Group
This is a hybrid role based in our Gloucester office, you must live within a commutable distance.
As part of Destination Sport Group (“DSG”), Mike Burton (“MBG”) create and deliver major brand, customer and revenue focused ticketing and travel programmes around the globe, working in direct partnership with organisations that include England Rugby, Scottish Rugby, The R&A, EPCR and The British & Irish Lions.
If you are organised with great attention to detail, have a thirst for travel, and are excited by the opportunity to be involved in some of the biggest sporting events in the world, this could be the perfect role for you. We are looking for someone who thrives on delivering excellent customer service, values every client, and takes pride in going above and beyond to ensure each customer enjoys an exceptional experience.
This role will focus on actioning customer requests and liaising with internal teams, delivering exceptional customer service across all projects.
Key Responsibilities
Customer Service and Operational Support
* Provide first‑class customer service across phone, email, and digital channels
* Manage customer enquiries, resolve issues promptly, and ensure all interactions reflect our service standards
* Handle booking amendments, cancellations, upgrades and special requests across all event and travel products
* Maintain accurate customer records and documentation in line with data compliance standards
* Support daily operational processes, including dispatching documentation, itinerary preparation and event‑specific communications
Provide administrative support to The Open Housing project to include:
* Support the co-ordination of the housing programme by managing guest enquiries, host queries, and booking confirmations
* Maintain accurate records of host properties, guest allocations, payments and documentation
* Liaison between hosts, guests and internal stakeholders to ensure clear communication and efficient resolution of issues
* Assist in onboarding homeowners, ensuring they understand requirements, expectations and timelines
* Provide operational support during peak periods, including check‑in co-ordination, troubleshooting and guest satisfaction follow‑up
Cross‑Company Support
* Deliver consistent Customer Service Team (CST) support across all brands and business units
* Collaborate with sales, operations, product and finance teams to resolve customer needs efficiently
* Contribute to continuous improvement by providing feedback on processes, systems, and customer pinch points
* Complete any ad hoc assigned duties as required
* Flexibility to work evenings and weekends and shift patterns across events when required, taking into account time-zone working for overseas projects.
To be successful within this role, our ideal candidate will have the following:
Skills and Experience:
Essential
* Proven experience in a customer service, travel, events or hospitality environment
* Excellent communication skills (written and verbal) with the ability to adapt to different audiences
* Strong organisational skills and ability to manage multiple workloads during peak periods
* High attention to detail and accuracy when managing bookings, customer data and documentation
* Confident problem‑solver with the ability to stay calm and empathetic under pressure
* Comfortable working across digital platforms, CRM systems, and booking/management tools
* Ability to work both independently and as part of a team
Desirable
* Experience of a supporting role for major sporting events or large‑scale event operations
* Familiarity with travel operations, itineraries and passenger communication
* Knowledge of accommodation allocation processes or property‑host management
Personal Attributes
* Customer‑first mindset with a genuine desire to help others
* Positive, professional and approachable attitude
* Flexible and adaptable, being comfortable working in fast‑paced, event‑driven environment
* Collaborative team player who supports colleagues during high‑demand periods
* Solution‑orientated with strong initiative and a willingness to learn
In return we offer
* The opportunity to work with world class professional sporting clubs
* Hybrid working model
* Highly competitive salary
* Guaranteed day off on your birthday
* The opportunity to sample top level hospitality packages at stadiums across the world
* Supplier hosted networking events
* Company funded parties
* Opportunity for progression
* Funded training
* Access to wellness hub with various discounts including discounted gyms & retail providers
* Access to discounted hotels & sporting event tickets