Job Description
Role: Customer Experience Manager
Reports To: Head of Customer Services
Location: This is an office role based in a converted manor house in Liphook
Hours: Full-time position; 35 hours per week
Salary: from £32,000 (DOE)
Rocksteady: 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.
Our Vision: To transform music education, for the next generation, globally.
Our Mission: 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.
Purpose:
At Rocksteady, our kids’ experience is what matters most to us. The Customer Experience Manager has overall responsibility and accountable for providing effective leadership which inspires and motives a high performing mindset and delivers first class, service excellence, to all our customers.
Effectively managing multiple workstreams, to the highest quality. Analysing data, reviewing the customer journey and the challenges they may face on a daily basis, proactively looks at ways we can improve the overall customer experience.
Essential Duties:
- Positively engage with the Customer Services Strategy and be accountable for the team’s engagement, performance and the customer experience.
- Currently manages a team consisting of two Team Leaders and two Customer Experience Executives.
- To ensure we have the right people hired, who have a high performing mindset, and who are effectively trained, developed, and supported, who put the customer first, and delivers service excellence, every time.
- Analyses key data comprising of customer complaints, NPS, C-Sat, Trust Pilot, call reasons and refunds/credits to really understand the customer journey and proactively presents suggestions for improvement and helps support implementation of these changes.
- Ensures we have a clear quality framework, across all our channels, which drives service excellence.
- Ensure we utilise our Zendesk technology (customer helpdesk and ticketing system) effectively, ensuring we are communicating effectively with our customers whilst making it easy and providing full support to our Customer Services Advisors.
- To ensure we achieve our key KPIs/SLAs, throughout our omni channel set up, and our team’s performance is managed effectively.
- To ensure our team are engaged, by supporting, listening, and working with the team to drive improvements.
- Deliver effective, regular, 121’s and coaching sessions, measuring the team’s performance and progression against our development and training plans.
- Effectively manage escalated, complex, customer situations when required, ensuring a positive outcome and experience for our customers.
- Occasionally stand in for the Team Leaders to help cover holidays/absence.
Skills and Experience
- Passionate about people development and putting the customer at heart of everything.
- Significant experience leading Team Leaders, within a similar, office based, environment.
- Continuous improvement experience essential and knowledge of CI frameworks
- Computer literate and experience managing customer interactions through omni channels i.e., calls, emails, chat, social. (Zendesk experience preferred but not essential)
- Effective Leadership - The ability to engage, motivate, and foster potential, utilising emotional intelligence.
- Evidence of effective performance management and setting quality standards
- Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.
- Excellent written and verbal communication skills.
- Effective analytical skills and presentation skills.
- Experience in writing processes.
- A positive and enthusiastic approach to work and a great team player
Benefits
- Full-time, permanent, position
- 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.
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 Governments Guidance on the Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975. You can find out more about our policy on recruitment of ex-offenders here.
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, 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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