Customer Experience Manager
Location: Birmingham (Office-Based)
Reports To: Head of Customer Services (based at Head Office)
Hours: Full-time, 35 hours per week (shifts between 8:00 AM - 8:00 PM Mon-Thurs, 8:00 AM - 6:00 PM Fri)
Are you a dynamic leader with a passion for creating exceptional customer experiences? Do you thrive in fast-paced environments where you can make a tangible impact? If so, we have an exciting opportunity for you to work closely with our Head of Customer Service, to lead an expanding Customer Experience team in our new Birmingham office.
About Us
Rocksteady is the largest and fastest growing rock and pop music school in Europe. Every week, tens of thousands of primary school children across the UK experience the magic of playing music through fun and accessible in-school band lessons. Our mission is simple: to amplify children’s self-belief through inclusive music education and remove barriers so that no child is left behind.
The role
As Customer Experience Manager, you will play a key role in building and expanding a high-performing customer service team in our new regional office. Reporting directly to the Head of Customer Services, you will also oversee two Team Leaders remotely based at our Head Office in Hampshire. This is your chance to influence business growth and drive service excellence in a business that is scaling rapidly.
Our customers—children, parents, and schools—deserve nothing but the best, and it will be your mission to ensure that every interaction reflects our values of care, quality, and passion.
What You’ll Be Doing:
* Lead from the Front: Build and develop a customer services team in our new regional office, fostering a culture of high performance, collaboration, and customer-first thinking.
* Deliver Excellence: Set the bar for outstanding customer service by implementing best-in-class processes and ensuring a seamless customer journey across multiple channels.
* Performance & Engagement: Inspire, coach, and develop your team to achieve key KPIs and SLAs while ensuring high levels of engagement and job satisfaction.
* Management Oversight: Oversee Team Leaders across different locations, ensuring alignment with company objectives and service expectations.
* Data-Driven Decision Making: Analyse key metrics—including NPS, CSAT, Trustpilot ratings, call reasons, and complaint trends—to identify areas for improvement and proactively implement enhancements.
* Process Optimisation: Continuously refine processes and workflows to enhance efficiency and reduce escalations, always keeping the customer experience at the core.
* Tech-Savvy Approach: Leverage Zendesk and other customer service technologies to streamline operations and enhance communication.
* Problem-Solving & Escalations: Act as the final point of escalation for complex customer issues, ensuring positive resolutions that reinforce trust and satisfaction.
What We’re Looking For:
* A passionate leader with proven and demonstrable experience managing Team Leaders in a similar, office-based environment.
* A customer-first mindset, with a track record of delivering service excellence and fostering team engagement.
* Strong experience in performance management, coaching, and developing high-performing teams.
* Expertise in continuous improvement frameworks and process optimisation.
* Proficiency in using Zendesk or similar customer service platforms.
* Ability to manage multi-channel customer interactions (calls, emails, chat, social) with ease.
* Exceptional communication skills—both written and verbal—with the ability to influence and inspire.
* Strong analytical skills with the ability to interpret data, present insights, and drive strategic decision-making.
* A positive, solutions-focused approach and the ability to thrive in a fast-moving, growth-driven environment.
Why Join Rocksteady?
* Make an Impact: Be at the forefront of shaping a brand-new team and defining our regional office culture.
* Growth & Development: A leadership role in a company that invests in its people, with opportunities to develop and progress.
* Collaborative Culture: Work with passionate, like-minded individuals who are committed to making a difference.
* Fast-Paced & Exciting: Join a business that’s scaling rapidly, with plenty of room to innovate and drive change.
* Competitive salary + Annual staff Bonus
* Benefits package including discounts on everyday purchases, free 24/7 GP service, and more.
* Annual staff away day, Christmas party, and opportunities to socialise with other like-minded and passionate individuals throughout the year.
* Opportunities to volunteer with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK.
Additional Information
We are committed to safeguarding and promoting the welfare of all children and expect all our staff to share this commitment.
If you are offered this position, Rocksteady will ask you to complete a DBS check that is proportionate and relevant to the position concerned. If the post does not involve working with children, this will usually be a basic DBS check and you will only be required to disclose unspent convictions.
Providing false information is an offence and could result in the rejection of the applicant, summarily dismissal if selected and possible referral to the police.
Rocksteady Music School is an equal opportunity employer. We are committed to the fair treatment of staff, potential staff, and of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability, or offending background.
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