Customer Support Representative

Skiddle was born in 2001 as a what’s on guide and began selling tickets in 2006. It is now one of the UK’s most loved ticketing services, selling tickets for tens of thousands of events throughout the UK, from independent club nights to 60,000‑capacity festivals. Skiddle currently sells tickets for the likes of The Warehouse Project, Cream fields, Digbeth Dining Club and Live Nation, and hundreds of independent venues and promoters across the country.

On your side since 2001, because we believe true fans deserve a fairer and smarter way to discover events they love.

We love what we do here at Skiddle, and we want you to love what you do too! As a Customer Support Representative, you’ll become an integral part of making the UK’s event industry a world‑leading enterprise. Your main responsibility will be to provide vital customer service to our many loyal customers, from existing ticket holders to potential new customers, whilst liaising with event organisers to resolve their queries and ensure their events run smoothly.

Our Customer Support team handles a broad range of ticketing‑based queries on a day‑to‑day basis, received via phone, email, support and social media channels. By delivering first‑class customer support, you’ll directly impact the department’s performance and help the company achieve its goals.

In addition to assisting event‑goers and the teams behind some of the nation’s biggest and best events, you will also communicate directly with fellow departments within Skiddle, such as Account Support, Account Management and Business Development, to ensure all queries are dealt with correctly.

• Handle incoming general ticketing queries from existing and potential customers, received via multiple channels including calls, email, support and social media.
• Manage inbound customer queries via our in‑house support platform (Intercom).
• Ensure the resolution of all queries at the first point of contact.
• Perform regular outbound call activity and build rapport with customers and event organisers.
• Work as part of a team to ensure that all customers receive the best possible experience.
• Maintain a high level of professionalism with customers and event organisers, establishing a positive rapport in each interaction.
• Carry out general administration duties including images and listing moderation.
• Maintain our public‑facing information so customers can obtain relevant information.
• Review internal processes and manage workflow to ensure consistency within the team, suggesting improvements and supporting overall team goals and business strategy.
• Stay up to date on product knowledge and be informed of any changes in company policies.
• Manage refund‑protection‑based claims raised via our insurance partner to ensure that the process is upheld.
• Achieve and aspire to personal and team KPIs.

We’re looking for a talented, ambitious and enthusiastic individual to bring their expertise and offer unique and effective solutions to those in need, ensuring Skiddle remains a leader in providing an impeccable experience to event attendees and organisers.

The successful candidate for this role will have an unquenchable thirst for knowledge and a willingness to challenge themselves and learn new skills. A genuine interest in events and the events industry is essential in order to understand queries and offer efficient resolutions at the first point of contact.

Previous experience working within a customer‑focused role is essential. It is vital that the right candidate has a confident telephone manner, a general understanding of the internet, social media and email use, and is extremely organised. They should possess a high level of communication both internally and externally, with a desire to help all customers and promoters with understanding and compassion, no matter how challenging the request.

In return for your commitment, you can look forward to excellent working conditions in a progressive and growing company that acknowledges and rewards its staff for their efforts. You’ll enjoy various team outings throughout the year, including Christmas parties and…