Customer Services Manager

£35,000 to £38,000 per annum
14 Mar 2017
13 Apr 2017
Contract Type
Full Time
Customer Services Manager

A great role working for one of the world's leading sports and entertainment presenters.

Owned by AEG, one of the leading sports and entertainment presenters in the world, The O2 sits within the AEG facilities arm of the business. Since 2007, The O2 has become the multi-award winning home of world-class entertainment. The 20,000 capacity venue has hosted Monty Python, the BRITs, ATP tennis World Tour Finals, Led Zeppelin and more.

Position: Customer Services Manager
Location: London
Salary: £35,000 - £38,000 per annum

Closing date: 26th March 2017

About the role:

They are now looking for a Customer Services Manager to join their friendly and professional Customer Services team.

You will be responsible for the day-to-day operation of The O2 Customer Services Hub, making sure that the relevant divisions are fully staffed as required according to the business need, such as but not limited to contact centre staff and the box office staff.

You will have direct line management of The O2 Customer Services Hub Supervisors and Senior Agents, and through them will ensure that employee performance is managed and that The O2 Customer Services Hub standards are adhered to. You will monitor their KPI's, ensuring they are being met and maintain the efficient running of the Customer Services Hub; along with overseeing The O2 Customer Service social media channels and self-help portals.

Being the final escalation point for customer complaints, you will resolve all matters as required and ensuring customer satisfaction. You will act as a role model for all customer service team members delivering the highest level of customer sales experience and by demonstrating our company values.

About you:

They are looking for someone with previous experience working in an operational role, ideally in a busy entertainment venue or contact centre, with knowledge of ticketing practices and experience of computerised ticketing system(s). An understanding of accessibility issues and knowledge of the Equality and Diversity Act 2010 is key.

With a genuine passion for customer experience, you will have the ability to inspire, motivate and develop team members to achieve customer service excellence. You will have excellent verbal and written communication skills with the ability to communicate confidently both face-to-face and over the phone with a wide range of individuals and organisations in a welcoming and friendly manner.

With a highly organised, committed and flexible approach to work, you will have the ability to work under pressure, multi-task and prioritise a variable workload. A team player with a positive attitude to work; you will be highly competent in Microsoft Office, including Outlook, Word, Excel and PowerPoint.

You may have experience of the following: Customer Services Manager, Customer Services Team Leader, Customer Service Supervisor, Retail Team Leader, Senior Customer Services Executive, Customer Service Assistant, etc.

This vacancy is being advertised by EasyWeb Recruitment, the UK's leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.