Customer Communications Coordinator

TL;DR

Customer Communications Coordinator: Assisting the Customer Communications Director in delivering centralized customer service support and minimizing complaint escalations with an accent on data analysis, reporting, and stakeholder management. Focus on investigating escalated cases, designing training materials, and maintaining best practice guidelines to ensure efficient resolution of customer issues.

Location: Must be based in or able to commute to Farringdon, London, UK (Hybrid role with occasional on-site festival work).

Company

hirify.global Entertainment is the world’s leading live entertainment company, encompassing Ticketmaster, hirify.global Concerts, and hirify.global Media & Sponsorship.

What you will do

• Collate and analyze data on customer enquiries and complaints using service platforms.
• Create and maintain Excel reports to identify trends in customer interactions.
• Support investigations into escalated cases by liaising with internal and external stakeholders.
• Design PowerPoint presentations for team training materials.
• Assist in updating and maintaining best practice documentation.
• Undertake discrete projects as directed by the Customer Communications Director.

Requirements

• Previous experience in a customer-facing role.
• Proficiency with customer service platforms such as Zendesk or Freshdesk.
• Strong administrative and time management skills with the ability to handle multiple projects.
• Advanced Microsoft Office suite skills, particularly Excel.
• Excellent written and oral communication skills.
• Must be based in or able to commute to London, UK.

Nice to have

• Understanding of privacy and data protection compliance.

Culture & Benefits

• Unlimited annual leave policy.
• Complimentary tickets to shows and festivals.
• On-site gym, fitness, and meditation classes.
• Heavily subsidized lunch options and a complimentary barista coffee bar.
• Regular staff events, including open mic nights and speaker sessions.