Deputy Customer Operations Manager
This is a fantastic opportunity to help lead and motivate a team in ensuring our customers have the best experience possible, whilst providing excellent customer service. You will be based on site during the event handling customer queries in person and via e-mail where requested. The team is made up of a Customer Operations Manager, Customer Ops Responders and Accessibility Champions. It is imperative that you can support the C/O Manager to direct your team efficiently whilst also dealing with issues which have been escalated to you in a calm and articulate manner. You will be required to establish and maintain a collaborative working relationship with other departments and stakeholders when investigating customer incidences including but not limited to, welfare, ride management and incident reporters. It is a necessity that management within the C/O team collate and log all correspondence with customers throughout the event to be passed on efficiently to the Head Office once the event has ended.
- Support C/O manager in managing and training staff to deliver a high standard of customer service.
- Handling complaints and queries, face to face, over the phone and via e-mail in a professional, articulate and friendly manner
- Working closely with senior staff to discuss customer matters when necessary
- Learning about all aspects of the event and keeping up to date with any changes
- Keeping accurate records of discussion
