Accessibility Assistant

Location: Farringdon, London with some on-site work at festivals during the summer (although this is expected to be minimal)

Reports to: Head of Accessibility

Working Hours: Full time, 40 hours per week, with some additional weekend working over the summer festival season (usually office based)

Contract Type: Fixed Term, April – September 2025

Role Description

The Accessibility Assistant will support all aspects of accessibility at our events; from handling customer enquiries and applications for essential companion tickets, to assisting in liaising with our Production teams and on-site contractors to make sure our Accessible customers have the best experience possible at our events. The overriding goal of this role is to ensure that all our events are accessible to all customers.

As there is a strong element of interacting with customers via email, telephone, and in person, previous experience in a customer service role would be essential.

The role will include collaborative working with internal stakeholders and third-party partners - for this role you will need to be comfortable working to tight deadlines, have great attention to detail and written and oral communication skills, and be comfortable working with various digital platforms.

What it’s like to work in the Team

The Accessibility Team are a diverse group of individuals who are passionate about ensuring our events are as inclusive as possible. We pride ourselves on being an open and approachable department, which helps us to build and maintain close relationships with our employees and leaders from across the business. We are committed to working as a team and support each other in what can be a very fast-paced environment to be the best that we can be, both individually and as a whole.

Who you are

• Excellent communication skills, both written and oral.
• Strong attention to detail, and organisational skills.
• Strong administration, time management skills; with the ability to work on multiple projects simultaneously.
• Demonstrated experience or interest in the subject of accessibility and the issues affecting disabled customers.
• Knowledge of current accessibility legislation and/or accessibility awareness training is desirable.
• Previous experience working with a customer support platform such as Zendesk would be an advantage.

Behaviours

The following attributes determine how the role will be carried out and are required to be a success.

• Customer focused attitude, with the ability to deal calmly with personal and emotive communications.
• Confident in communicating with a wide range of internal and external stakeholders.
• Ability to multi-task and work in a fast-paced environment against tight deadlines.
• Flexibility to meet the needs of the business.
• Strong work ethic with a can-do attitude.
• Team player, and ability to remain calm under pressure.

What the role includes

• Processing accessibility applications and queries in a timely manner.
• Assist in the planning, writing, and reviewing of all aspects of accessibility information for all festival websites and the accessibility customer database, including customer information sheets, newsletters, and application closing date reminders.
• Supporting the Head of Accessibility and Accessibility Coordinators to ensure the accessible requirements process is up to date and compliant.
• Support the Accessibility Coordinators in liaising with the Production Teams to ensure that all accessible facilities are booked in advance, and installed correctly on site, as per the agreed location and specification.
• Assist with the end of season debrief to review each festival with the Accessibility and Production teams - producing a debrief and accessibility improvement plan for each festival.
• Constantly look to improve and expand the services and facilities offered to our customers, to ensure our events are inclusive and are accessible to all customers with accessible requirements.

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

The Company

Festival Republic is part of Live Nation Entertainment, which is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media, and Artist Nation Management.

APPLICATION DEADLINE: Monday 31st March 2025. We reserve the right to close applications at any time so encourage early application where possible.