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Customer Solutions Manager

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Ticketek Entertainment Group

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Customer Solutions Manager, you will report directly to the Head of Customer Solutions and lead a small team, providing guidance, support, and direction to ensure high service standards are consistently met. You will engage with customers across phone, email, and social media, ensuring all enquiries are handled efficiently and resolved within agreed SLA targets. Your responsibilities will include managing both general and complex enquiries, and ensuring the team is fully equipped with the appropriate tools and information to deliver excellent service. You will also work closely with the Client Services team to investigate and resolve any issues related to event on-sale and pre-sale activity.

Job Responsibility:

  • Respond to customer enquiries across multiple channels, including phone, email, social media, and Trustpilot
  • Print and pack tickets for customers attending upcoming events, where required
  • Produce weekly reports for clients
  • Lead the team and provide support with complex or escalated cases
  • Collaborate effectively with a wide range of internal and external stakeholders
  • Work on event days, including weekends, during peak periods
  • Demonstrate flexibility to meet the needs of the business
  • Deliver in-person and virtual training sessions for clients and external agencies, as required
  • Develop comprehensive training materials and documentation to support new projects and client onboarding

Requirements:

  • Experience in Omni-channel support - Phone, Email, Social & Trust Pilot Platform
  • Previous experience in sales over the phone (processing orders, invoicing, etc.)
  • Proven customer service experience across phone, email, and CRM systems, specifically Zendesk, with at least 1 Year Experience
  • Communicates with confidence, style, and professionalism across all levels of business relationships
  • Is adaptable and able to thrive in a fast-paced, ever-changing environment
  • Demonstrates strong problem-solving skills, with the ability to design and implement innovative solutions to everyday challenges
  • Has excellent time management skills and can effectively manage competing priorities and deadlines
  • Possesses a strong attention to detail
  • Can quickly build rapport and develop positive, long-lasting client relationships
  • Is a collaborative team player, motivated to deliver exceptional results
What we offer:
  • 23 days annual leave plus Birthday leave
  • Enhanced pension contributions, sick and family leave
  • Complimentary tickets
  • Recognition Awards
  • Employee Assistance Programme

Additional Information:

Job Posted:
January 29, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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