We're actively seeking a talented Bookings Specialist to join the Encore team, playing a pivotal role in connecting customers with exceptional musicians for events throughout the UK and Europe. Sitting within our sales team, they are responsible for increasing the viability of Encore enquiries by reviewing and optimising inbound customer enquiries. They are also the main point of contact for all inbound phone calls and live chat messages from customers looking to book a musician.

By helping customers find the perfect musicians for any occasion, they will be playing a key part in creating thousands of unforgettable musical experiences for people all over the UK and Europe, and they'll be helping make it possible for our musicians to earn a living as they entertain and inspire audiences with their craft.

Remote/hybrid with a minimum of 2 days per week at The Ministry of Sound, 103 Gaunt St, London, SE1 6DP (Monday & Thursday)

Duties & Responsibilities

As a Bookings Specialist you will be responsible for the following:

• Reviewing inbound enquiries
• Taking the appropriate steps to optimise an enquiry once reviewed by amending details or adding musician options
• Responding to live chat messages
• Answering pre-book inbound calls
• Monitoring the message queue, and editing and releasing messages
• Passing inbound queries on high value enquiries to the assigned Bookings Expert
• Building rapport and guiding customers through the buyer journey
• Handling any customer objections and answering any questions they may have
• Liaising with musicians when necessary
• Keeping a clear written log of all communication and actions taken
• Monitoring and ensuring they are hitting personal KPIs
• Providing world class customer service to all Encore customers and musicians
• Collaborating with all internal departments
• Contributing to company meetings and workshops

Person Specification

Essential Skills & Experience

• Experience in a customer-success role
• Excellent verbal and written communication skills with the ability to engage with customers and build relationships
• Excellent phone manner
• Ability to handle high volume work
• Excellent time management and organisational skills
• Excellent attention to detail
• Strong prioritisation skills
• Personable phone manner and active listening skills
• Strong interpersonal skills, with the ability to work collaboratively in a team-oriented environment

Desirable Skills & Experience

• Experience of using a Customer Relationship Management (CRM) system
• Previous experience booking musicians for gigs or experience in events
• Keen interest or knowledge of all styles of music
• Good numerical skills
• A keen eye for opportunities to streamline your own workflow and help more customers in less time