Customer Service Manager | Gladiators Experience

Job description

About us We're an award-winning, global production and creative agency creating live experiences that stay with you for a lifetime. We produce some of the biggest and most highly acclaimed events across the Middle East and Europe, with the biggest artists from across the world. Find out more at: https://wearefab.com/.About the role Reporting to the Venue Manager, the Customer Service Manager is a key role in relation to delivering the overall customer experience for Gladiators Experience, the brand new immersive experience at Birmingham NEC.The Customer Service Manager will work alongside key stakeholders to ensure the successful delivery of the customer experience onsite, supporting the implementation of the customer experience approach and ensuring customers receive the best experience possible during their visit.The Customer Service Manager will support the delivery of the customer service framework, delivering documentation and training guides whilst ensuring operational duties are carried out to ensure a safe, inclusive and memorable experience for all customers.Responsibilities Implement and uphold the Customer Experience Strategy for Gladiators Experience on-siteDeliver agreed customer journey touchpoints on-site, identifying potential friction points during live operations and implementing proactive mitigation measures to maintain a positive and enjoyable customer journey experienceDeliver the Customer Service Training Programme tailored to the event on-siteUtilise and uphold training manuals and scenario planning materials during live operationsLead engaging pre-event briefings with the team to reinforce energy, standards and operational prioritiesTrain team members on-site in service excellence including accessibility awareness, safeguarding and lost child proceduresImplement the agreed complaint handling framework, escalation and resolution processes on-siteEnsure on the day customer service is delivered to the highest standards at all times and identify areas of improvement if requiredEnsure customer flow, throughput and expectations are met at all times during live operationsCollaborate with Venue Management on the delivery of service and operational staffing requirementsSupport the on-site delivery of the VIP offering in partnership with Venue ManagementAct as the key on-site point of contact for any issues relating to the customer journey experience and customer serviceReport on pre-agreed customer experience KPIsEssential About you Extensive experience in Customer Service Management preferably within the events industryDesire to deliver high quality events with customer service excellence as a focusProven experience of delivering structured customer service training programmesExperience delivering onsite trainingStrong operational awareness with the ability to balance guest satisfaction, safety and outputExcellent communications skillsDesirable Experience with participatory or physical interactive attractionsExperience managing family focussed eventsRate Rate dependent on experience and will be discussed at the offer stage.Any sickness, holiday or any other absence will be taken as unpaid leave and will be deducted from this monthly figure, based on a pro rata figure.Agreement Type & Length Freelance agreement until the end of August/beginning of September 2026.Availability & Schedule Applicants must be available for all of the below dates:On-site attendance will be required for up to 5 days during the event build period at the end of April.Up to 4 days will be required during the first week of May as the show goes live, reducing to 2 days per week through to the end of August.Up to 1 day may be required at the beginning of September.Please note that the above schedule is indicative and subject to change in line with operational requirements.Start Date Sunday 26th April 2026Location Onsite working days will be carried out at the NEC Arena in Birmingham.Please note that accommodation is not provided, therefore applicants must be local to Birmingham or have accommodation available to them throughout the duration of the agreement.Working Hours Onsite hours vary in length but are generally 8:30am – 18:45pm (this will also include weekends).Full working hours to be discussed at the offer stage.

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Extra information

Status

Open

Education Level

Secondary School

Location

Birmingham

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English