Attendee Relations Manager

Web Summit is the largest tech conference in Europe and our mission is to connect the world’s most disruptive investors, startups and entrepreneurs whilst ensuring that their experience at our event leaves a lasting impression. Our focus is on creating a worthwhile and memorable experience for all our attendees, which requires a personable and friendly attendee relations representative to ensure that they are available to answer any questions that our attendees might have in the run up to, during and after the event.

Responsibilities

• Providing help and advice to delegates.
• Communicating courteously with attendees by telephone, email, letter and face to face
• Investigating and solving attendees' problems
• Handling attendee complaints or any major incidents along with relevant departments such as Project Management and Event Control.
• Keeping accurate records of discussions or correspondence with attendees
• Producing written information for attendees
• Writing reports analysing the customer service that our organisation provides
• To provide a one-to-one service to attendees at the venue
• Developing feedback or complaints procedures for attendees to use
• Developing customer service procedures, policies and standards for the company
• Meeting with other managers to discuss possible improvements to customer service
• Briefing staff to deliver a high standard of customer service;
• Leading or supervising a team of customer service staff;
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Skills & Experience

• The successful candidate must have exceptional organisational and administrative skills, along with attention to detail.
• Self-motivated and enthusiastic with excellent verbal and written communication skills.
• A problem-solver with the ability to think on your feet, react rapidly to situations, prioritise your workload and implement measures to improve procedures and workflow.
• Flexibility and the ability to keep pace in a pressurised environment are essential.
• Sound PC skills. Packages should include Word for Windows, Excel and Outlook. Familiarity with the Internet & social networking sites.
• A love of tech and the willingness to work hard as part of a team.
• Disability and accessibility awareness.
• Event experience.

Behaviours

The following attributes determine how the role will be carried out and are required to be a success:

• The successful candidate will need to be confident, friendly and professional yet firm.
• Ability to deal with Attendees in a non-judgmental way.
• Positive and upbeat attitude.

You may have experience in the following roles:

• Office Management
• Public Relations
• Special Needs and Disabled Assistance

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