Customer Service Manager

Overview

In this role you will lead the customer service team across London venues, upholding high service standards for a bespoke ticketing provider. You will shape customer interactions from purchase through to post-service, collaborating with the Operations and HR teams to ensure consistent, compliant processes. You will drive staffing, policy implementation, and a culture of service excellence to support our mission of smooth, professional experiences. This position offers the chance to impact frontline service at scale within a theatre-focused environment.

Responsibilities

• Recruit, manage and appraise Box Office Assistants in coordination with Operations
• Lead and support staff at multiple levels (Supervisors, Deputies, Assistants) with clear accountability and standards
• Develop and implement customer service policies and procedures
• Ensure staff compliance with PCI DSS and Data Protection policies
• Oversee staff rotas, shifts, holidays, and wellbeing to meet operational needs
• Contribute to HR-related procedures and liaise with HR to align with policies

Key requirements

• Proven experience as a Customer Service Manager or similar leadership role
• Strong understanding of customer service software, databases, and tools
• Excellent communication with a customer-oriented approach
• Problem-solving and decision-making skills
• Ability to lead and motivate a team

• 客户导向的沟通能力
• 领导力
• 问题解决能力
• customer service software
• databases
• PCI DSS & Data Protection compliance

…