Customer Support Representative

Skiddle Ltd; Preston; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A ticketing service provider in Preston is seeking a Customer Support Representative to provide exceptional service to event customers and organizers. The role includes resolving ticketing queries via phone and online platforms while collaborating with various departments. Candidates must demonstrate a passion for events and possess strong communication skills. A friendly work environment and generous holiday policy are among the benefits offered.

Benefits

Health insurance after 12 months

25 days holiday plus bank holidays

Performance-based compensation

Cycle to work scheme

Tech scheme

Electric Car Scheme

Company pension

Sick pay

Future career progression

Free parking

Qualifications

• Previous experience in a customer-focused role is essential.
• Confident telephone manner and understanding of social media use.
• Genuine interest in events and the event industry.

Responsibilities

• Handle incoming general ticketing queries from existing and potential customers, received via multiple channels.
• Accountable for the resolution of all queries at the first point of contact.
• Maintain a high level of professionalism with customers and event organisers.

Skills

Customer service

Communication

Organizational skills

Problem-solving

Tools

Intercom

Job description

Skiddle was born in 2001 as a what's on guide and began selling tickets in 2006 and 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 through to 60,000 capacity festivals. Skiddle currently sells tickets for the likes of The Warehouse Project, Creamfields, 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.

Role Summary

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 the world‑leading enterprise that it is today. Your main responsibility will be to provide vital customer service to our many loyal customers, from existing ticket holders to potential new customers whilst also liaising with event organisers to resolve their queries and ensure their events run smoothly.

Our exceptionally high level of customer service is something we’re extremely proud of here at Skiddle and constantly committed to retaining. We’re thrilled to be rated as one of the best in the industry by our customers, via trustpilot.co.uk and reviews.co.uk, and always aim to deliver first‑class customer support to customers and event planners alike.

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

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

Key Responsibilities

• 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).
• Accountable for the resolution of all queries at the first point of contact.
• Perform regular outbound call activity and build a rapport with customers and event organisers alike.
• 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 with each interaction.
• Carry out general administration duties including images and listing moderation.
• Maintain our public‑facing information to ensure customers can obtain relevant information.
• Review internal processes and manage workflow to ensure consistency amongst the team, while suggesting improvements and supporting the 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.

Person Specification

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 show 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 to our customers at the first point of contact.

If you consider yourself someone who thrives in a dynamic and fast‑paced environment, this could be the perfect opportunity to launch your career in one of the most exciting industries in the world.

Previous experience working within a customer‑focused role is essential. It's vital that the right candidate has a confident telephone manner, and a general understanding of the internet, social media and email use. We are seeking an extremely organised individual who possesses 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.

What can Skiddle offer

• Friendly working environment / Casual dress.
• Health insurance provided by Vitality following 12 months service.
• 25 days holiday rising to 30 days with length of service, plus bank holidays.
• Performance‑based compensation.
• Cycle to work scheme following 12 months service.
• Tech scheme following 12 months service.
• Electric Car Scheme following 12 months service.
• Company pension.
• Sick pay.
• Future career progression.
• Free parking.

Hours and place of work

From April to November: Tuesday - Saturday 9am-5pm (with 30 min unpaid lunch) = 37.5 hours.

From November to April: Monday - Friday 9am-5pm (with 30 min unpaid lunch) = 37.5 hours.

Place of work: Longridge, Preston with an opportunity of part remote working following a successful probation period.

Please note: The head office is easily accessible from the M6 but is rurally based; therefore, own transportation is highly recommended.

Important Information

• The successful applicant must agree to a Basic Disclosure under the Disclosure and Barring Service (DBS) procedures. Employment will be confirmed to the successful applicant subject to a satisfactory Disclosure report.

• PLEASE NOTE: ALL APPLICATIONS MUST INCLUDE A COVER LETTER AND A COMPLETED APPLICATION FORM – APPLICATIONS WILL BE REVIEWED IN JANUARY 2026.