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Customer Experience Assistant - Digital

Role: Customer Experience Assistant - Digital

Team: Customer Experience

Reports to: Customer Engagement Manager

Salary: Competitive

Contract Type: Permanent

Closing Date: 6th December 2024

The Scottish Event Campus (SEC) is Scotland's premier venue for concerts, events, conferences and exhibitions. The campus comprises of the OVO Hydro, the SEC Armadillo and the SEC Centre. The company enjoys an enviable reputation as one of Europe’s most prestigious venues with the OVO Hydro consistently ranked in the top 3 busiest venues in the world by attracting over 2 million visitors each year.

The ideal candidate should embrace our mission; Best Venues, Best People, Best Events. By adopting our core values for teamwork and collaboration the candidate should share our passion for providing excellent visitor experience. They should act as a role model and set an example for our team and the wider business.

We are looking for a motivated, confident, and dependable individual to be part of our Customer Experience Team to help us achieve our vision to be the Best Event Campus in Europe.

Summary Role:

To operate within the customer experience team collaborating across the two workstreams customer engagement and customer journey, committed to the Company’s Strategic Business Objectives, including always being an ambassador for our Culture and Values.

The Customer Experience Assistant is responsible for client content formatting and scheduling. Participating in customer engagement activities across the campus; This is achieved by supporting the Customer Experience Team Manager and The Event Management

Team in the successful delivery of events.

By doing “the right thing” in every situation we will meet our customers’ highest expectation which is our standard… to exceed them is our goal.

Customer service will be at the forefront of every customer relationship, customer is defined as colleagues, partners, contractors and every customer and visitor.

Responsibilities:

To assist in maintain the digital signage platforms functionality across campus by reviewing the training manual and providing feedback to your line manager.
To actively become familiar of the system functionality aiming to exceed both internal and external clients digital service expectations.
To assist the planning and provision of additional digital communication, such as busy campus comms, specific event maps, etc, as required, in collaboration with Event Managers.
To assist in maintain a stock of digital content templates ensuring they are accurate and current, responsible for removing old or out-dated content.
To assist the customer experience team through collaboration with the technical team obtaining equipment installation and/or repair schedules and including testing phases.
To format and schedule internal and external event content delivery within agreed timelines.
Escalating potential resource shortfalls to your line manager in a timely manner.
To update the tracking tools to report content received and displayed per event, to your line manager.
To support liaising with clients, partners and SEC teams to provide information on digital screen assets and the operating model available to them.
To follow a standard risk assessment of incoming comms, ensuring consistency of escalation across the business for relevant risk related contacts.
To assist in maintain client or third-party digital management compatibility instructions by reviewing and providing feedback to your line manager.
To be committed to understanding and rolling out every touchpoint required to deliver the BEST
To be committed to understanding every touchpoint required to deliver the BEST customer service and experience.
To adopt the integration of technology and digital processes in the Customer Experience Team ensuring appropriate systems are in place for effective Customer Experience.

Does this sound like the role for you?

Please send your CV and covering letter, outlining your skills and experience, our way to Peopleteam@sec.co.uk