Ticketing & Customer Operations Assistant

Reporting to: Ticketing & Customer Operations Team

Dates: Early November to Early January

Hours: Full-time, 5 days per week. This role will include weekend and bank holiday working, with weekday days off as part of the working pattern. Working hours and days will vary in line with event requirements – please see further details below.

Location: Holborn, London

Role Description:

We are looking for friendly, organised and enthusiastic Ticketing & Customer Operations Assistants to join our winter events team.

Based in our Head Office, you will support customers across Hyde Park Winter Wonderland, Glide at Battersea Power Station and Windsor Great Park Illuminated, responding to enquiries and complaints by email and phone.

This is a fast-paced role that requires excellent communication skills, attention to detail and the ability to remain calm and professional when dealing with challenging or high-volume customer enquiries.

Key Responsibilities:

• Respond to all customer enquiries and complaints by email and telephone in a professional, friendly and timely manner.
• Provide accurate information about events, tickets, attractions, facilities, accessibility and event policies.
• Investigate customer complaints and liaise with relevant internal teams to establish the facts.
• Recognise when an enquiry requires escalation to the appropriate person or department.
• Accurately record customer interactions, complaints and resolutions using the relevant systems.
• Identify recurring customer issues and share feedback with the wider Customer Operations team.
• Handle challenging or sensitive conversations calmly, professionally and empathetically.
• Support the team during periods of high enquiry volumes and busy event periods.
• Work collaboratively with other event departments to resolve customer enquiries.

Essential

• Excellent written and verbal communication skills.

·       Strong attention to detail and accurate record keeping.

·       Comfortable learning and using customer service and ticketing systems.

·       Strong IT skills and confidence working across multiple systems.

Desirable

• Experience using Zendesk or another CRM/customer service platform.

·       Experience or interest in the events industry.

• Experience working in a high-volume customer service environment.
• Knowledge of accessibility and inclusive customer service.

Hours:

Outside of the live events (up to mid-November and after early January), hours are Monday to Friday 9.30am - 5.30pm, 5 days per week.

During event live, the team will work 5 days per week on a shift pattern:

·       Monday to Friday 9.30am - 5.30pm or 11am -7pm (4 weekdays per week)

·       Saturday and Sunday 10am - 6pm (1 weekend day per week)

·       You will be required to work at least one Bank Holiday day over the Christmas period.

Saturday and Sunday hours will typically be at our Head Office, but this will be subject to change dependent on event requirements.

Don't worry if you don't tick every box! We're looking for people with the right attitude and enthusiasm, and we'd love to hear from you even if you don't have all the experience or skills listed.