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Fan Support Agent (Maternity Cover) - 12-Month Fixed Term Contract - London
Live shows make us feel good. They’re a time to hang with our friends, discover new artists or lose ourselves on a dance floor. We’re on a mission to bring all of this to more fans, more often – and this is where you come in.
We’re looking for a Fan Support Agent to join our Fan Support team, where up will delight fans and offer exceptional help. This will be a 12-month Fixed Term Contract.
At DICE, you’ll be part of the company that’s redefining live entertainment. It's a place where you can be yourself, influence the culture, and create work that you’re proud of.
About The Role
Our only customer is the fan. You’ll be talking directly to fans each and every day, resolving any issues they have with an event. Not only will you be a breath of fresh air to interact with, but you’ll be keeping our fans happy (important) and making sure they get to the show (very important).
You’ll be
- Helping fans with pre- and post-purchase issues
- Analysing and resolving complaints
- Exceeding fan expectations with your empathetic support
- Tracking proposed solutions and keeping fans in the loop
- Keeping up-to-date on all things DICE
- The first point of contact for operational queries
You are
- Passionate, humble and talented
- A fan of music and culture
- An excellent oral and written communicator
- A creative problem-solver
- Actively responsible
You need
- Proven experience in digital customer support or a similar role
- A track record of working in a high-volume environment
- Flexibility and availability, including holidays and weekends
- Experience in inspiring team members
- Fluency in English and at least one of the following languages is desired – French, German, Portuguese, Italian, or Spanish.
Hours And Benefits
- Flexibility and availability on holidays and weekends will be required
- Flexible shift patterns, 5 days between Monday and Sunday
- Must be able to work between 7am - 11pm for 8 hour shifts in order to respond to different time zones
About DICE
DICE is based throughout Europe, North America, Australia and India, and is rapidly growing worldwide. We’re constantly innovating to bring amazing products to fans, artists, venues and promoters.
We know that having a variety of perspectives makes us a better company – it's why we strongly encourage members of underrepresented communities to apply. Find out how we're creating a more diverse, equitable and inclusive DICE.
Our Benefits
- Unlimited paid holiday
- Monthly DICE credits
- Private health insurance with Vitality with tons of perks
- Workplace pension with Penfold
- Coaching and CBT sessions
- Classpass
- Summer Fridays
- Generous parental package
- Eye Care Vouchers
- Cycle 2 Work
- Workplace nursery scheme
- Season Ticket Loan
We recognise the benefits of hybrid working and want to create the best balance to ensure we can continue working together effectively. For our UK-based team, we have a hybrid work policy of two days in the office and three days from home. The rest of the company comes to the office three days a week, but Fan Support often covers later shifts and weekends. Our team anchor day is Monday, but there's some flexibility around this - you can chat about this during the interview process.
Application process
Our process usually involves a quick chat on the phone, a task and an interview where you’ll meet the people you’ll work with. We’ll keep you fully informed along the way.
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