About us

We’re an award-winning, global production and creative agency creating live experiences that stay with you for a lifetime. We produce some of the biggest and most highly acclaimed events across the Middle East and Europe, with the biggest artists from across the world. Find out more at: https://wearefab.com/.

About the role

Reporting to the Venue Manager, the Customer Service Manager is a key role in relation to delivering the overall customer experience for Gladiators Experience, the brand new immersive experience at Birmingham NEC.

The Customer Service Manager will work alongside key stakeholders in developing a successful customer experience strategy, implementation and delivering onsite ensuring customers receive the best experience possible.

The Customer Service Manager will develop a comprehensive customer service framework, including documentation and training guides, build and train an engaging workforce while ensuring operational duties are carried out to ensure a safe, inclusive and memorable experience for all customers.

Responsibilities

• Implement and uphold the Customer Experience Strategy for Gladiators Experience on-site

• Deliver agreed customer journey touchpoints on-site, identifying potential friction points during live operations and implementing proactive mitigation measures to maintain a positive and enjoyable customer journey experience

• Deliver the Customer Service Training Programme tailored to the event on-site

• Utilise and uphold training manuals and scenario planning materials during live operations

• Lead engaging pre-event briefings with the team to reinforce energy, standards and operational priorities

• Train team members on-site in service excellence including accessibility awareness, safeguarding and lost child procedures

• Implement the agreed complaint handling framework, escalation and resolution processes on-site

• Ensure on the day customer service is delivered to the highest standards at all times and identify areas of improvement if required

• Ensure customer flow, throughput and expectations are met at all times during live operations

• Collaborate with Venue Management on the delivery of service and operational staffing requirements

• Support the on-site delivery of the VIP offering in partnership with Venue Management

• Act as the key on-site point of contact for any issues relating to the customer journey experience and customer service

• Report on pre-agreed customer experience KPIs

About you

ESSENTIAL

• Extensive experience in Customer Service Management preferably within the events industry

• Desire to deliver high quality events with customer service excellence as a focus

• Proven experience of developing and delivering structured customer service training programmes

• Experience drafting documentation, presentations and onsite training delivery

• Strong operational awareness with the ability to balance guest satisfaction, safety and output

• Excellent communications skills

DESIRABLE

• Experience with participatory or physical interactive attractions

• Experience managing family focussed events

Rate

Rate dependent on experience and will be discussed at the offer stage.

Any sickness, holiday or any other absence will be taken as unpaid leave and will be deducted from this monthly figure, based on a pro rata figure.

Agreement Type & Length

Freelance agreement until the end of August/beginning of September 2026.

Applicants must be available for all of the below dates:

On-site attendance will be required for up to 7 days during the event build period at the end of April.

Up to 4 days will be required during the first week of May as the show goes live, reducing to 2 days per week through to the end of August.

Up to 1 day may be required at the beginning of September.

Please note that the above schedule is indicative and subject to change in line with operational requirements.

Start Date

Friday 24th April 2026

Location

• Onsite working days will be carried out at the NEC Arena in Birmingham.

• Please note that accommodation is not provided, therefore applicants must be local to Birmingham or have accommodation available to them throughout the duration of the agreement.

Working Hours

Onsite hours vary in length but are generally 8:30am – 18:45pm (this will also include weekends)

Full working hours to be discussed at the offer stage.