Customer Communications Coordinator

Job Summary:

Company: Live Nation

Location: Farringdon, London and occasionally on-site at festivals during the summer

Reports to: Customer Communications Director (Head of Escalation)

Working Hours: Full time, 40 hours per week, with occasional additional weekend working over the summer festival season

Contract Type: Permanent

Role Description

The main aims of this role of Customer Communications Coordinator are to assist the Customer Communications Director in delivering centralised customer service support across the business and helping ensure that customer complaint escalations are minimised.  The role includes regular review of best practice guidelines and the collation/design of learning materials to ensure teams have a solid foundational training. The role also requires regular reporting across the business on unresolved complaints and investigation into escalated complaints including liaison with internal partners (general and accessibility customer service teams, event and ticketing teams, promoters, box office managers), third-party partners and external dispute resolution services.  In this way escalated complaints are handled in a timely and efficient manner to ensure satisfactory resolution.

You will need to be comfortable working to tight deadlines, have great attention to detail and good written and oral communication skills.  You will also need to be comfortable working with various digital platforms and Office 365 suite skills.

What it’s like to work in the team

This is currently a small team of two. However, we work closely with the Customer Services teams across the business as well as other key internal stakeholders.  Within the broader Customer Services team, we pride ourselves on being an open and approachable group, which helps us to build and maintain close relationships with our employees and leaders from across the business. We are committed to working as a team and supporting each other to be the best that we can be, both individually and as a whole.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

• Previous experience working in a customer facing role
• Experience on customer service platforms e.g. Zendesk or Fresh Desk
• Excellent communication skills, both written and oral
• Strong attention to detail, and organisational skills
• Strong administration, time management skills; with the ability to work on multiple projects simultaneously
• Microsoft Office suite skills, especially Excel
• Experience in / understanding of privacy / data protection compliance is beneficial

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

• Customer focused attitude, with the ability to deal calmly with personal and emotive communications
• Ability to communicate clearly and effectively both in writing and orally
• Confident in communicating with a wide range of internal and external stakeholders
• Ability to multi-task and work in a fast-paced environment against tight deadlines
• Flexibility to meet the needs of the business
• Strong work ethic with a positive attitude
• Ability to remain calm under pressure

What the role includes

• Data collation, analysis and reporting on customer enquiries and complaints across the business using our customer services platform
• Creation and maintenance of Excel reports to monitor and identify trends in our customer interactions
• Assist in updating best practice documents
• Provide support on investigations into escalated cases, dealing with internal and external stakeholders, and dispute resolution services
• Design PowerPoint presentation decks for training materials
• Undertake discrete projects at the direction of the Customer Communications Director

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities.

The Company

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com

APPLICATION DEADLINE: Monday 13th July 2026. We reserve the right to close applications at any time so encourage early application where possible.

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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.