{"id":2415608,"url":"https://alion.io/job/mari-group-ticketing-customer-operations-assistant","title":"Ticketing & Customer Operations Assistant","company":{"id":1884055,"name":"MARI Group","domain":"marigrp.com","url":"https://alion.io/company/marigrp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":58000,"period":"year","method":"role_country_seniority_unknown","sample_n":380},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-18T02:20:20Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"description":"Reporting to: Ticketing & Customer Operations Team\nDates: Early November to Early January\nHours: Full-time, 5 days per week. This role will include weekend and bank holiday working, with weekday days off as part of the working pattern. Working hours and days will vary in line with event requirements - please see further details below.\nLocation: Holborn, London\nRole Description:\nWe are looking for friendly, organised and enthusiastic Ticketing & Customer Operations Assistants to join our winter events team.\nBased in our Head Office, you will support customers across Hyde Park Winter Wonderland, Glide at Battersea Power Station and Windsor Great Park Illuminated, responding to enquiries and complaints by email and phone.\nThis is a fast-paced role that requires excellent communication skills, attention to detail and the ability to remain calm and professional when dealing with challenging or high-volume customer enquiries.\nKey Responsibilities:\nRespond to all customer enquiries and complaints by email and telephone in a professional, friendly and timely manner.\nProvide accurate information about events, tickets, attractions, facilities, accessibility and event policies.\nInvestigate customer complaints and liaise with relevant internal teams to establish the facts.\nRecognise when an enquiry requires escalation to the appropriate person or department.\nAccurately record customer interactions, complaints and resolutions using the relevant systems.\nIdentify recurring customer issues and share feedback with the wider Customer Operations team.\nHandle challenging or sensitive conversations calmly, professionally and empathetically.\nSupport the team during periods of high enquiry volumes and busy event periods.\nWork collaboratively with other event departments to resolve customer enquiries.\nRequirements\nEssential\nExcellent written and verbal communication skills.\n· Strong attention to detail and accurate record keeping.\n· Comfortable learning and using customer service and ticketing systems.\n· Strong IT skills and confidence working across multiple systems.\nDesirable\nExperience using Zendesk or another CRM/customer service platform.\n· Experience or interest in the events industry.\nExperience working in a high-volume customer service environment.\nKnowledge of accessibility and inclusive customer service.\nHours:\nOutside of the live events (up to mid-November and after early January), hours are Monday to Friday 9.30am - 5.30pm, 5 days per week.\nDuring event live, the team will work 5 days per week on a shift pattern:\n· Monday to Friday 9.30am - 5.30pm or 11am -7pm (4 weekdays per week)\n· Saturday and Sunday 10am - 6pm (1 weekend day per week)\n· You will be required to work at least one Bank Holiday day over the Christmas period.\nSaturday and Sunday hours will typically be at our Head Office, but this will be subject to change dependent on event requirements.\nDon't worry if you don't tick every box! We're looking for people with the right attitude and enthusiasm, and we'd love to hear from you even if you don't have all the experience or skills listed.","description_format":"text","description_chars":3092,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Ticketing"],"lifecycle":[{"event":"open","at":"2026-10-13T03:14:03Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.5,"p_room":0.45,"age_days":33,"expected_fill_days":22,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/mari-group-ticketing-customer-operations-assistant","json_url":"https://alion.io/job/mari-group-ticketing-customer-operations-assistant.json","meta":{"generated_at":"2026-10-18T05:24:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8165,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1884055},"rest":"https://alion.io/mcp/rest/get_company?id=1884055"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmari-group-ticketing-customer-operations-assistant"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmari-group-ticketing-customer-operations-assistant"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmari-group-ticketing-customer-operations-assistant"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mari-group-ticketing-customer-operations-assistant\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmari-group-ticketing-customer-operations-assistant"}]}