Customer Service Operations Lead - 12 Month Maternity Cover at Informa

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

11 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, People Management, Organizational Skills, Communication Skills, Copywriting, Customer Support Platforms, Microsoft Office, Salesforce, Live Chat Platforms, Project Management, Team Motivation, Event Management, Data Analysis, Diversity Advocacy, Customer Experience, SLA Management

Industry

Information Services

Description

Company Description This role is a 12x month maternity leave role based in the London, Victoria office. Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious brands like Cannes Lions, Black Hat, Money20/20 and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights. Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals. We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list. Job Description This role is based in our 5 Howick Place, London office This role is essential to the operational delivery of badge collection and registration therefore you must be available to travel to Money20/20 Asia in Bangkok, Money20/20 Europe in Amsterdam each year. The 2026 dates are 21-23 April 2026 for Asia and 2-4 June 2026 for Amsterdam. This role will oversee all aspects of customer service across email, livechat, phone including maintaining SLA targets and customer satisfaction levels. You will manage up to 3 Customer Service Coordinators and will be responsible to develop, inspire and motivate the team to delight customers beyond expectations. You will support the operational delivery of registration including contributing to floorplan designs, badge designs and ordering onsite assets. Onsite at the events, you will be customer-facing and will manage the badge pick up desks, supporting registration staff and resolving any queries or complaints. You'll support department initiatives and/or projects to innovate customer experiences and tailor online content for the first time and loyal customers. This could include support in delivering pre-event webinars, newsletters as well as onsite welcome receptions. You will project manage tailored content for customers to enhance the customer experience across all touch points of customer service. This includes producing content for the online portals, writing brochure website copy and collaborating with Marketing on show related communications. You will be responsible for producing a weekly report on statistics, customer themes, sentiment and you will actively suggest proposed changes to improve the user experience of purchasing a pass and present findings back to relevant stakeholders on a regular basis. During peak customer service periods, you may be required to hire and train seasonal temporary customer service staff and motivate them to meet SLA targets and excellence values. You’ll deliver the end-to-end escalation process for cancellation requests, ensuring requests are escalated to Finance and all actions are executed promptly. You will be a Money20/20 advocate and become an expert across all Money20/20 shows to confidently be able to explain our pass types, benefits, and mission both internally and externally. You will support the department with ad hoc attendee reporting requests from the business. This list is not exhaustive and there may be other activities you are required to deliver. Qualifications Skills, experience & qualifications required You must be willing and able to travel to the Money20/20 Asia and Europe. The 2026 dates are 21-23 April 2026 in Bangkok and 2-4 June 2026 in Amsterdam. Minimum of 2+ years experience in people management is essential for this role, preferably in a customer service or registration department. Solid experience with customer support platforms, experience using Microsoft Office, Salesforce and Live Chat platforms is highly desired Excellent organisational skills required; must be able to handle multiple projects and produce a high volume of quality work within tight deadlines. Customer-oriented, taking pride in exceeding attendee expectations. Excellent written and verbal communication skills, with substantial copywriting experience. Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality, and inclusion. Additional Information We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely. We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say LifeAt.Informa.com Our benefits include: Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks Broader impact: take up to four days per year to volunteer, with charity match funding available too Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year A flexible range of personal benefits to choose from, plus company funded private medical cover A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more Recognition for great work, with global awards and kudos programmes As an international company, the chance to collaborate with teams around the world We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information. See how Informa handles your personal data when you apply for a job here.

Responsibilities

The Customer Service Operations Lead will oversee all aspects of customer service, manage a team of coordinators, and ensure operational delivery of registration and badge collection. They will also be responsible for enhancing customer experiences and managing onsite registration at events.