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Customer Service Manager

Start: From September 2018
Salary: £24,000
Job title: Customer Service Manager

Reports to: Head of Operations and Senior Box Office Manager. 

Key internal contacts:

Head of Communications and Marketing

Senior Ticketing Manager

Social Media Officer

Underbelly Directors

Festival Producers

Box office team

About this role: 
Located at our Edinburgh office, this is a new full time post. 

You will be responsible for all customer queries. You will need to manage our Zendesk account.

You will need to analyse data of customer queries and create reports and summaries for the Underbelly Senior Management team. Provide recommendations of improvements.

At quiet times you will operate in a telesales role, driving sales and maximising revenue for Underbelly Events.  The successful candidate will primarily sell corporate and group packages for our shows and attractions, whilst continually identifying opportunities to grow sales and profitability. 

This job description is not exhaustive but is provided to assist the post-holder to know what her/his main duties are.  It may be amended from time to time in line with the demands of working in a fast-paced event sales and customer services environment.

Underbelly’s usual office hours at 9:30am to 6pm Monday to Friday. However weekend and evening work may be required over the Christmas and Hogmanay periods. 

Key duties and responsibilities:

Create weekly reports.

Escalate major or extreme complaints to senior management team to ensure action is taken by operational team immediately.

Be available for telephone / email support for out of hours emergencies.

To provide support for the Customer Service & Social Media Team during festival time and with escalated complaints

Create festival summaries analysing data which can be used to plan future events and for funding applications.

The ability to assess and identify where sales require additional attention and focus, and at times creating bespoke sales driving initiatives for select events and projects.

Act as a primary point of contact and liaise with members of the public on all enquires. 

General administration support, including guest list and RSVP management when necessary. 

You will train phone room staff and supervisors at festival times to help with customer queries. Take calls and sell tickets when phone room staff are not employed.

Person Specification:

You’ll need to have excellent customer service skills as you will have to resolve any issues with difficult or unhappy customers.

You should be an excellent sales person and be happy to upsell any of the events. 

Experience of working in a telesales environment.
An understanding of the importance of flexibility, confidence and excellent time-keeping skills
An understanding of the need to maintain a flexible attitude to working hours, and occasionally work outside normal office hours.
Experienced computer user with high competency in Microsoft Excel and Microsoft Word
You’ll need to be able to remain cool in a pressured environment and be able to prioritise your own work.
Box office or other festival experience is preferable 
Strong verbal and written communication skills; a high level of emotional intelligence 
Educated to A-Level or higher (or equivalent), with GCSE Mathematics and English (grade C or above)


Submit your application by clicking here.