Job Description for Customer Relations Agent
Company Overview
Founded in 2007 by Mike and Alison Battle, Lapland began with a simple but powerful purpose:
to honour the wonder of childhood at Christmas. Frustrated by the poor quality of festive
experiences available for their own four boys, the Battles set out to elevate this moment of
childhood and reimagine the Father Christmas myth through original storytelling, meticulous set
design, and emotionally resonant live theatre.
Their ground-breaking immersive show opened in 2007 and immediately captured the attention and
hearts of parents nationwide. Powered by their purpose, the couple partnered with Hollywood set
designers and West End performance professionals to produce an experience of unprecedented
quality and detail. With an NPS of 72 (outperforming industry icons in the entertainment space),
Lapland’s customer loyalty is second to none and has now welcomed nearly 2 million ‘believers,’
with tickets selling out on release for what the press now terms ‘the Glastonbury of Christmas’.
Today, the Lapland Group is a fast-growing purpose driven entertainment business spanning the
three pillars of Live, Product and Studios.
In 2024, Lapland’s eCommerce revenues grew tenfold, driven by the launch of magical at-home
products like personalised Letters from Lapland…. (Advent calendar and soon, a Christmas Eve
Experience?). These products extend the Lapland world into the home, deepening belief and
connection beyond the physical experience. At the same time, our original story universe continues
to scale through media. In 2023, Lapland launched its first podcast, Elfcast, which achieved No. 1 in
the UK Family Charts and ranked in the global top 10 over Christmas. With plans to expand into
audio and content year-round, our IP and characters are reaching audiences in new and emotionally
resonant ways.
With immersive Live experiences, high-growth eCommerce, and a rapidly expanding original
content, Lapland is on a mission to become the definitive global Christmas brand anchored in belief,
storytelling, and the enduring magic of childhood.
Location: Covent Garden
Role Overview: As Customer Relations Agent, you will be responsible for the daily overview and handling of enquiries and escalations within our CRM platform. Reporting into the Customer Relations Manager, you will be expected to review, effectively resolve, and manage enquiries and escalations from guests in a timely and professional manner, aligning with the framework, tone of voice, and standards set by the Lapland customer relations team.
In this role, you will contribute directly to our mission of preserving the wonder and belief in Father Christmas, ensuring that every guest is met with kindness, professionalism, and warmth.
Key Responsibilities:
- Review, manage, and resolve guest enquiries and escalations in a timely manner in accordance with set Service Level Agreements (SLAs).
- Assist with ticketing enquiries, booking amendments, and online customer journey queries and digital experience concerns.
- Support product-related enquiries, including liaising with the call centre and handling minor escalations.
- Confidently use commerce software such as Shopify and Unify to resolve customer queries.
- Manage and troubleshoot photography queries collaborating with our third-party photography companies and using their software.
- Escalate complex or sensitive issues to the Customer Relations Coordinator and Customer Relations Manager as required.
- Assist in logging and tracking complaints across online channels and live events.
- Ensure all complaints and service recovery actions are accurately recorded in HubSpot.
- Handle all communication with guests professionally and sensitively, maintaining privacy and upholding the tone and standards set by the Lapland customer relations team.
- Collaborate with the Customer Relations Manager and Coordinator, outsourced providers, and internal teams to address guest issues promptly and efficiently.
- Maintain a positive, solution-oriented approach to complaint handling to ensure that every guest feels valued, respected, and heard.
- Work actively towards Lapland’s mission of delivering a magical visit to our guests, preserving the fleeting belief in Father Christmas for children and families.
Previous Experience:
- Previous customer service and complaints handling experience is desired
- Strong communication skills with experience reporting to senior management and liaising with other departments
- Experience in using computer-based systems, including CRM platforms, booking systems, and Microsoft Excel.
Desirable Skills:
We are seeking organised, solution-oriented, and driven individuals to join our seasonal Customer Relations team, working alongside our permanent team and Customer Relations Manager.
- Efficiency and attention to detail.
- Excellent written and verbal communication skills, with the ability to remain calm and empathetic under pressure.
- Ability to prioritise workloads and manage multiple cases simultaneously while maintaining quality.
- Experience working in a live event environment
Work Schedule Requirements
- Split shifts required: 8:00am – 4:00pm, 9:00am- 5:00pm and 10:00am – 6:00pm.
- 5 days per week, including weekend shifts. 40 hour working week plus overtime available.
- This is a seasonal position for the Christmas period. Candidates must be able to commit to a minimum of 5 shifts per week for the duration of the contract, including weekend availability.
- Full availability is required during peak trading dates, including Christmas Eve, Boxing Day, New Year’s Eve, and New Year’s Day.
- Some training will take place in Ascot, Surrey, so candidates must be able to travel to this location.
Life at LaplandUK:
At LaplandUK, we believe in the magic of collaboration, a steadfast commitment to excellence, and a team that's always willing to roll up their sleeves and get involved. Working with us means being part of a dynamic environment where collaboration brings out the best in everyone, diverse talents converge, and innovation thrives. Our commitment to excellence ensures that every team member is dedicated to achieving the highest standards, contributing to a workplace culture that values continuous improvement and outstanding results.
We're not just looking for employees; we want people who are excited to get involved, embrace challenges, and bring a hands-on approach to their work, creating a workplace full of positivity and collective success. Overall, working at LaplandUK offers a chance to be part of something truly special, where the wonder of childhood is celebrated by a team dedicated to making memories for over 40,000 families each year.
Passion for the Mission
We are in service to belief. We understand the impact of what we do and its legacy.
One Team
We only succeed together. We’re a positive, caring group of people who embrace developing Lapland and ourselves.
Driven to Deliver Excellence
Belief is in the detail. We take ownership of the challenge and bring a positive, solutions-focused attitude to deliver excellence in everything we do.
Salary –
£13.50 per hour
Benefits:
- Dog friendly office
- 20% discount on retail items on selected dates
- 20% Arcade food and drink discount
Applicants must be authorised to work in the United Kingdom without the need for visa sponsorship.
LaplandUK reserve the right to withdraw this advert at any time. Due to the high number of applications being received, we may not be able to respond to every applicant.
LaplandUK is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
Pay: £13.00-£13.50 per hour
Benefits:
- Casual dress
- Company events
- Company pension
- Store discount
Work Location: In person
