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Head of Customer Service

Salary: Dependent on experience

Location: This role is based at our beautiful Head Office in Liphook with excellent travel links.

We're looking for a passionate and experienced senior Head of Customer Service to lead the Customer Service team at the largest and fastest growing Rock School in the world. Rocksteady have been delivering progressive and inclusive music lessons for over 15 years, sending passionate musicians into schools to teach primary school children how to perform music in a band.

The Role

• Senior Leadership Team (SLT) level position.
• Leadership and management of the Customer Service team which provides support directly the parents of the children we teach.
• Build and implement a strategy that creates amazing experience for our customers.
• Responsible for critically evaluating the performance of the department, promoting continual improvement, and finding ways to enhance the Customer Service experience across all channels.
• Work closely with operations, schools experience, sales, and marketing to ensure as many children as possible can access and thrive in our lessons.
• Use reporting and analytics to assess trends and opportunities in the team.
• Manage department budget and forecasting.

Skills and Experience

• Proven experience as Head of Customer Service or similar senior role running growing CS teams.
• Hands on experience of helpdesk software at a super-user level (Zendesk preferred)
• Proven track record of improving customer satisfaction and developing teams to their highest performance levels.
• A customer experience mindset with a determination to exceed customers' expectations at every opportunity.
• Analytical mindset with a focus on data to drive decision making.
• Excellent communication and influencing skills.
• Strong organisation skills with a focus on improving performance
• Ambitious, driven and passionate about making a difference
• Adaptable and flexible
• Motivated by working in a fast-growing company with purpose
• Knowledge of the education sector and/or music is desired but not essential.

Benefits

• Full-time permanent position – 35 hours per week
• 25 days holiday plus bank holidays
• Annual staff bonus
• Work in our office which is a beautiful, converted manor house in rural Hampshire with vast grounds complete with its own lake and orchard
• Free onsite parking
• Personal development opportunities
• Benefits package including discounts on everyday purchases, free 24/7 GP service and more.
• Fun – through annual staff away-day, Christmas party and opportunities to socialise with other 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.

Our Mission

Rocksteady is the largest rock school in the world and our mission is simple - To empower as many children as possible and transform their lives through progressive and inclusive music education which directly improves their wellbeing, confidence, and life skills.

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.

To find out more about Rocksteady, check out our website www.rocksteadymusicschool.com

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