Company Description

Informa Markets creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list. 

Job Description

This role is based in our 240 Blackfriars Road office

As a Customer Service Representative, you'll be the go-to expert for our events portfolio, delivering exceptional customer experiences across multiple touchpoints. This dynamic role combines proactive support, communication management, and technical assistance to create seamless event experiences for exhibitors and attendees.

Working collaboratively with internal teams, you'll capture valuable customer insights, implement improvements, and maintain consistent service standards across all allocated portfolios. Your impact will span the entire customer journey—from pre-event communications and platform onboarding to on-site support and post-event analysis.

Key Responsibilities

Serve as the subject matter expert for customer service across assigned event portfoliosSupport customer inbound channels (voice, chat, WhatsApp, email) during peak periodsExecute outbound communications for allocated event portfolios, including updating draft phasesTravel to international events as requiredContribute customer insights during portfolio meetings to drive continuous improvementProvide valuable input during post-show debriefs to enhance future customer experiencesMonitor and respond promptly to Teams channels for allocated portfoliosMaintain and update knowledge base documents with current event informationCapture and update customer data in CRM systems and other relevant platformsConduct proactive voice campaigns with exhibitors when requiredProvide first-line technical support for event platforms, digital products, and toolsSupport and escalate customer complaints through appropriate channelsOnboard exhibitors to event platformsDeliver on-site customer service support at eventsComplete additional tasks as directed by leadership team

Success Indicators

Increased customer satisfaction, improved NPS and effort scoresProactive issue identification and resolution before customer impactPositive feedback from customers, internal teams, and stakeholdersMeaningful contribution to Informa's reputation and business objectives

QualificationsGraduate level (ideally with up to 1 year of customer service experience)Fluent English with exceptional written and verbal communication skillsStrong teamwork abilities and excellent multitasking capabilitiesProven ability to deliver quality work on time and meet deadlinesProficiency with Microsoft Office suite (Excel, Word, PowerPoint)Self-motivated with initiative and quick learning capabilitiesProactive problem-solving approach and creative thinkingExceptional attention to detail and accuracyOutstanding organizational skills with ability to thrive in busy environmentsAdaptable work style to accommodate changing prioritiesExcellent time management with effective prioritization skillsStrong team player with effective internal and external communication skills

Join our team and make a meaningful impact on our customer retention strategies while supporting Informa's position as a premier events provider!

Additional Information

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotelyGreat community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networksBroader impact: take up to four days per year to volunteer, with charity match funding available tooCareer opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job movesTime out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a yearA flexible range of personal benefits to choose from, plus company funded private medical coverA ShareMatch scheme that allows you to become an Informa shareholder with free matching sharesStrong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and moreRecognition for great work, with global awards and kudos programmesAs an international company, the chance to collaborate with teams around the world

 

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.