Job Description

Introduction

Big Green Coach is the UK's largest events travel company, specialising in sustainable transport solutions for live music and sports events. Founded in 2009, the company partners with high-profile artists, major music festivals, stadium tours, football clubs and corporate clients as the official ticket and travel provider. Committed to reducing the environmental impact of event travel, Big Green Coach balances its carbon emissions through verified ecosystem restoration and protection projects. A small team of passionate industry professionals work collaboratively to manage all aspects of travel logistics, ensuring smooth, hassle-free journeys from start to finish.

Overview and Objectives

Reporting to the Customer Service Supervisor, you will be responsible for assisting customers with general pre-event queries, on-the-day travel enquiries, post-event complaints and keeping on top of ad hoc administrative tasks that support our operations throughout the summer. As a Customer Service Advisor, you will need to be comfortable working in a fast-paced environment whilst demonstrating a caring and patient attitude towards our customers. Multiple fixed-term and zero-hour contracts are available between March and September 2026. All advisors will be required to participate in an on-call rota, including weekends, evenings and early mornings. Full training will be provided.

Responsibilities

Answer all customer enquiries in a timely manner via the CRM platform. Utilise pre-existing brand communication templates and processes to respond to customer queries and complete administrative tasks. Manage customer bookings, including actioning refunds, cancellations and general amendments. Update relevant spreadsheets with new information to support the customer service and operations teams. Report and escalate investigative complaints to the Customer Service Supervisor. Participate in on-call shifts during early hours, daytime, and evenings as required. Engage in weekly event debriefs with the full team to review the previous week's operations and help resolve customer complaints.

Skills and Qualities

Familiarity with Google Workspace Good knowledge of relevant social media platforms Strong organisation and administration skills Friendly and confident telephone manner Excellent written and verbal communication skills Passionate and enthusiastic about engaging with people Ability to think critically and problem-solve in a fast-paced work environment Ability to work both independently and efficiently within a team Comfortable with supporting different access needs Flexibility to work over the summer, including weekends, evenings, and early mornings Genuine interest in live events and festivals Previous experience in customer-facing roles, such as retail or hospitality

Benefits

Opportunity to attend selected festivals and events Paid accommodation and travel expenses when working away from the office Employee discounts Regular staff socials

Equal Opportunities

Big Green Coach is committed to treating all employees and job applicants fairly and equally, regardless of race, nationality, religion, gender expression, sexual orientation, age, disability, marital or parental status. We actively welcome and encourage applicants from all backgrounds to apply.

Job Types: Fixed term contract, Zero hours contract

Pay: 12.21 per hour

Work Location: In person