Guest Engagement Manager/Coordinator

Do you have a passion for providing the highest level of customer service? Would you like to join a dynamic and fast-paced team at one of London’s biggest and most iconic venues, if so, OVO Arena Wembley is looking for you!

We are seeking a highly motivated individual to join us as our Guest Engagement Manager/Coordinator. In this newly formed role, you will be responsible for ensuring that our guests have an unforgettable experience at our venue, through inbound, on the day and post support, you will play a crucial part in our organisation and will be responsible for building strong relationships with our customers.

Key Responsibilities:

• Providing excellent customer service to all visitors to the OVO Arena Wembley, including answering enquiries, assisting with ticketing, accessibility requests and responding to customer comments in a timely manner.
• Lead on managing the daily communication through our customer services inbox, resolving guest complaints quickly and effectively.
• Liaising with other departments to ensure the smooth correspondence on any customer enquiries
• Ensuring the correct information is on event pages on our website, ticketing app and throughout the customer journey from purchase to end of event.
• Maintaining a strong knowledge of procedures and policies at the OVO Arena Wembley to help in processing customer feedback.
• Collate evidence, reports, or statements, assisting the senior operations manager or venue security manager for any in depth responses.
• On some event days take the role of Front of House Manager or be in venue to monitor social media for any issues – ensuring customer feedback is fulfilled in real time.
• Lead on managing our lost property platform, so that anything can be reconciled and reunited with guests post event.
• Collate post event feedback/analysis where necessary and report back on trends for improved guest experience.
• Support where needed with any VIP visitors, venue hospitality or events when required.

Requirements:

• Previous experience in a customer service role. Preferably in large venue, visitor attraction or hospitality environment.
• Excellent communication skills, both written and verbal
• Strong problem-solving skills
• Proficient in Microsoft Office, including Excel and other relevant computer applications
• Ability to work flexibly, including evenings and weekends
• A passion for delivering exceptional customer service
• Must have or be working towards achieving an SIA badge

This is a fantastic opportunity to join a busy team with time sensitive tasks to complete, you will be used to working at fasted pace, be flexible and have a great eye for detail and a passion for delivering unforgettable experiences for our guests.