Location: We are launching a brand-new office in the Midlands in early 2025. Submit your application today—reviews begin in January for an exciting start to the new year.
Working Hours: Full-time position; 35 hours per week; various shifts between 8.00am-8.00pm Mon-Thurs, 8.00am to 6.00pm Fri.
About Us:
At Rocksteady Music School, we’re passionate about transforming children’s lives through music. We’re the world's largest rock school, and every week, thousands of primary school pupils across the UK experience the joy of playing in a band through our in-school music lessons. Developing kids' confidence and amplifying their self-belief is at the heart of everything we do.
About the Role:
Our Customer Service Advisors are the first point of contact for new and existing customers, helping parents understand the benefits of our award-winning music lessons and assisting them with enrolment or any queries they may have.
The Role:
* Deliver efficient and effective, quality customer service through multiple channels (i.e., phone (inbound and outbound), email, chat, and social media).
* Maintain a positive approach to work, being agile, and able to thrive in a busy, fast-paced environment.
* Maintain a high level of knowledge about our products and services to inform and educate customers on the benefits of Rocksteady.
* Investigate customer queries and interact with other departments within Rocksteady, when required, ensuring we provide the right solution.
* Navigate our internal systems quickly and record information accurately.
* Manage, investigate, and resolve customer complaints, where necessary.
Your training will include:
* A full induction training programme that will get you up and running in the job quickly.
* How to engage in good quality conversations with customers and resolve their queries effectively.
* How to work with internal systems and record information accurately to provide excellent customer service.
* Ongoing development plan to ensure you are confident, learn, develop, and excel in your role.
Skills and Experience:
* Passionate about people; putting the customer at the heart of everything.
* Computer literate with previous experience managing customer interactions through omni channels (i.e., calls, emails, chat, social) preferred (We use Zendesk).
* Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.
* Excellent written and verbal communication skills.
* Exceptional telephone manner.
* Organised, accurate, and high attention to detail.
* Resilient and able to deal with challenging conversations, where required.
* A positive and enthusiastic approach to work and a great team player.
Benefits:
* 35 hours working week.
* Annual staff bonus.
* Benefits package including discounts on everyday purchases, free 24/7 GP service, and more.
* Fun opportunities through annual staff away-days, Christmas parties, and socialising with like-minded and passionate individuals throughout the year.
* Opportunities to work 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.
As this role involves regular work with children and young people, and meets the definition of regulated activity, it is exempt from the Rehabilitation of Offenders Act 1974. Under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975, you must disclose all unprotected unspent and spent cautions and convictions. Further details on what convictions must be declared can be found in the Government's Guidance on the Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975.
If you are offered this position, Rocksteady will ask you to complete an enhanced DBS check with a children's barred list check.
It is an offence for an individual who has been barred from working with children to apply for regulated activity. Providing false information is also an offence and could result in the rejection of the applicant, summary 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.
View our Privacy Policy for details on how we manage your personal data.
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Rocksteady is committed to safeguarding and promoting the welfare of children and expects all staff to share this commitment.
Please be aware that this role will be full-time at our office in Liphook, Monday to Friday. You will also be required to work a mixture of shifts (8am-4pm, 10am-6pm or 12pm-8pm) throughout the week. Are you able to commute to the office at these times? *
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