Festicket is hiring a

Head of Customer Service

London Borough of Camden, United Kingdom

Are you friendly, motivated and hard-working? Do you have a experience leading B2C Customer Service teams? And most importantly, are you passionate about music festivals? Then we'd love for you to consider heading up our Customer Service team.

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout Festicket. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations as we grow the Festicket's offering in new European regions.

ABOUT US

Festicket is transforming the way music fans discover and book tickets and travel packages for festivals around the world. Our platform revolutionises the music festival industry by offering an end-to-end experience for music travellers through an efficient two-sided marketplace for 500+ music festivals across 40 different countries! In three short years, we have become Europe's largest music festival platform.

Furthermore, we've just announced Series B funding - https://techcrunch.com/2016/06/30/festicket-let-it... - and now we're looking to grow the Festicket Family!

YOUR ROLE

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • You will help oversee our customer requests related to our Festival Package products
  • Set a clear mission and deploy strategies focused towards that mission
  • Recruit for and mentor our current customer service team of three
  • Implement new processes and new features to be integrated into our platform, which will allow our customers to recieve the best possible customer service experience
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget