Customer Relations Agent

Job Description:

Job Description for Customer Relations Agent

Company Overview

Founded in 2007 by Mike and Alison Battle, Lapland began with a simple but powerful purpose:

to honour the wonder of childhood strated by the poor quality of festive

experiences available for their own four boys, the Battles set out to elevate this moment of

childhood and reimagine the Father Christmas myth through original storytelling, meticulous set

design, and emotionally resonant live theatre.

Their ground-breaking immersive show opened in 2007 and immediately captured the attention and hearts of parents nationwide. Powered by their purpose, the couple partnered with Hollywood set designers and West End performance professionals to produce an experience of unprecedented quality and detail. With an NPS of 72 (outperforming industry icons in the entertainment space), Lapland’s customer loyalty is second to none and has now welcomed nearly 2 million ‘believers,’ with tickets selling out on release for what the press now terms ‘the Glastonbury of Christmas’.

Today, the Lapland Group is a fast-growing purpose driven entertainment business spanning the

three pillars of Live, Product and Studios.

In 2024, Lapland’s eCommerce revenues grew tenfold, driven by the launch of magical at-home

products like personalised Letters from Lapland…. (Advent calendar and soon, a Christmas Eve

Experience?). These products extend the Lapland world into the home, deepening belief and

connection beyond the physical experience. At the same time, our original story universe continues to scale through media. In 2023, Lapland launched its first podcast, Elfcast, which achieved No. 1 in the UK Family Charts and ranked in the global top 10 over Christmas. With plans to expand into audio and content year-round, our IP and characters are reaching audiences in new and emotionally resonant ways.

With immersive Live experiences, high-growth eCommerce, and a rapidly expanding original

content, Lapland is on a mission to become the definitive global Christmas brand anchored in belief, storytelling, and the enduring magic of childhood.

Location:
Covent Garden

Role Overview:

As Customer Relations Agent, you will be responsible for the daily overview and handling of enquiries and escalations within our CRM platform. Reporting into the Customer Relations Manager, you will be expected to review, effectively resolve, and manage enquiries and escalations from guests in a timely and professional manner, aligning with the framework, tone of voice, and standards set by the Lapland customer relations team.

In this role, you will contribute directly to our mission of preserving the wonder and belief in Father Christmas, ensuring that every guest is met with kindness, professionalism, and warmth.

Key Responsibilities:

• Review, manage, and resolve guest enquiries and escalations in a timely manner in accordance with set Service Level Agreements (SLAs).
• Assist with ticketing enquiries, booking amendments, and online customer journey queries and digital experience concerns.
• Support product-related enquiries, including liaising with the call centre and handling minor escalations.
• Confidently use commerce software such as Shopify and Unify to resolve customer queries.
• Manage and troubleshoot photography queries collaborating with our third-party photography companies and using their software.
• Escalate complex or sensitive issues to the Customer Relations Coordinator and Customer Relations Manager as required.
• Assist in logging and tracking complaints across online channels and live events.
• Ensure all complaints and service recovery actions are accurately recorded in Hub Spot.
• Handle all communication with guests professionally and sensitively, maintaining privacy and upholding the…