Customer Relations Agent

About the role

The Customer Relations Agent will join Lapland Group’s Covent Garden office, handling daily guest enquiries and escalations through the company’s CRM platform. Reporting to the Customer Relations Manager, you will ensure each interaction reflects the brand’s warm, professional tone and meets agreed service standards.

Key responsibilities

• Review, manage and resolve guest enquiries and escalations within defined Service Level Agreements.
• Assist with ticketing enquiries, booking amendments and online customer‑journey queries.
• Maintain accurate records in the CRM system and update ticketing information.
• Escalate complex issues to the Customer Relations Manager when required.
• Provide clear, friendly information about live experiences, e‑commerce products and digital content.
• Contribute to maintaining a high Net Promoter Score by delivering exceptional service.

Required profile

• Excellent written and verbal communication skills in English.
• Strong empathy and a genuine passion for creating magical customer experiences.
• Ability to work efficiently under pressure and handle a high volume of enquiries.
• Attention to detail and a commitment to following brand guidelines.
• Previous experience in customer service, call‑centre or hospitality environments.

Required skills

• Experience using a CRM platform.
• Familiarity with ticketing or booking systems.
• Fast and accurate typing ability.

What we offer

• Join a fast‑growing purpose‑driven entertainment brand.
• Collaborative team environment focused on creativity and belief.
• Access to unique live and digital Christmas experiences.
• Competitive remuneration and opportunities for career progression.