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Customer Service Operations Lead - 12 Month Maternity Cover at InformaGroupPlc
InformaGroupPlcLondon, England, gb·1w ago
ExecutiveFull-time
Salary Range
$107,100 - $144,900 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Customer Service Manager to oversee badge collection and registration operations for Money20/20 events globally. This role is essential to the operational delivery of customer service and requires travel to key events.
Key Responsibilities
- →Oversee all aspects of customer service across email, livechat, and phone
- →Manage up to 3 Customer Service Coordinators and develop team performance
- →Support operational delivery of registration including floorplan and badge designs
- →Manage badge pick-up desks and resolve customer queries during events
- →Project manage tailored content for customers to enhance experience
- →Produce weekly reports on statistics and customer sentiment
- →Hire and train seasonal temporary staff during peak periods
- →Manage escalation process for cancellation requests
- →Serve as Money20/20 advocate and expert on all shows
- →Support ad hoc attendee reporting requests
Requirements
- ✓Experience in customer service management
- ✓Ability to travel to Money20/20 events in Bangkok and Amsterdam
- ✓Strong leadership and team management skills
- ✓Excellent communication and problem-solving abilities
- ✓Experience with event operations and registration processes
- ✓Project management capabilities
- ✓Data analysis and reporting skills
- ✓Ability to develop and implement customer service strategies
- ✓Experience with content creation for online portals and websites
- ✓Knowledge of customer satisfaction metrics and SLA targets
