Description
Big Green Coach is the UK’s largest events travel company, specialising in sustainable transport solutions for live music and sports events.
Overview and Objectives
Reporting to the Customer Service Supervisor, you will be responsible for assisting customers with general pre-event queries, on-the-day travel enquiries, post-event complaints and keeping on top of ad hoc administrative tasks that support our operations throughout the summer. As a Customer Service Advisor, you will need to be comfortable working in a fast-paced environment whilst demonstrating a caring and patient attitude towards our customers. Multiple fixed-term and zero-hour contracts are available between March and September 2026. All advisors will be required to participate in an on-call rota, including weekends, evenings and early mornings. Full training will be provided.
Responsibilities
- Answer all customer enquiries in a timely manner via the CRM platform.
- Utilise pre-existing brand communication templates and processes to respond to customer queries and complete administrative tasks.
- Manage customer bookings, including actioning refunds, cancellations and general amendments.
- Update relevant spreadsheets with new information to support the customer service and operations teams.
- Report and escalate investigative complaints to the Customer Service Supervisor.
- Participate in on-call shifts during early hours, daytime, and evenings as required.
- Engage in weekly event debriefs with the full team to review the previous week's operations and help resolve customer complaints.
Skills and Qualities
- Familiarity with Google Workspace
- Good knowledge of relevant social media platforms
- Strong organisation and administration skills
- Friendly and confident telephone manner
- Excellent written and verbal communication skills
- Passionate and enthusiastic about engaging with people
- Ability to think critically and problem-solve in a fast-paced work environment
- Ability to work both independently and efficiently within a team
- Comfortable with supporting different access needs
- Flexibility to work over the summer, including weekends, evenings, and early mornings
- Genuine interest in live events and festivals
- Previous experience in customer-facing roles, such as retail or hospitality
Benefits
- Opportunity to attend selected festivals and events
- Paid accommodation and travel expenses when working away from the office
- Employee discounts
- Regular staff socials
Equal Opportunities
Big Green Coach is committed to treating all employees and job applicants fairly