Customer Service Adviser

Customer Service Adviser - Birmingham

Department: Customer Service

Employment Type: Full Time

Location: Birmingham Office

Compensation: £23,500 / year

Salary
: £23,500 + discretionary company bonus up to £1500

Location
:
Jewellery Quarter, Birmingham

Job Type: Full-time position; 35 hours per week; various shifts between 8.00am-8.00pm Mon-Thurs, 8.00am to 6.00pm Fri

Rocksteady Music School is the UK’s largest rock and pop school. We teach fun and inclusive in-school band lessons to primary age children. Our mission is simple: to amplify children's self-belief and remove barriers to music education. We’re currently in thousands of schools in the UK, teaching over 100,000 children every week – and we’re growing fast.

We have recently opened our second office in the UK, based in Birmingham’s Jewellery Quarter. This distinctive, lively setting suits us perfectly and we’re on the lookout for great people to join our new team here. We all play our part in supporting our band leaders to reach as many children as possible with their lessons.

We are seeking a passionate Customer Service Adviser to be the friendly voice and helpful hand for both new and existing customers. In this role, you’ll be the first point of contact, ready to listen, support, and provide expert advice with warmth and efficiency.

With strong product knowledge and a customer-first mindset, you’ll deliver exceptional service by actively listening, showing empathy, and focusing on practical solutions. Your commitment to service excellence will shine through every interaction and be measured through our Customer Satisfaction (C-Sat) framework.

• Deliver efficient and effective, quality customer service through multiple channels i.e., phone (inbound and outbound), email, chat and social media.
• Have 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 and be able to inform and educate customers of the benefits of being with Rocksteady.
• Focused on first time resolution, ensuring we are easy to do business with.
• Investigating customers queries and interacting with other departments within Rocksteady, when required, ensuring we also provide the right solution.
• Navigate our internal systems quickly, and record information accurately.
• Manage, investigate, and resolve customer complaints, where necessary.
• Achieve monthly SLAs/KPIs, on quality, C-Sat, productivity and first time resolution, proactively highlighting any additional training needs and taking onboard any feedback given through quality assessments.

• To be passionate about people; putting the customer at heart of everything.
• To be computer literate and previous experience managing customer interactions through omni channels i.e., calls, emails, chat, social. (Zendesk experience preferred but not essential)
• Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.
• Excellent written and verbal communication skills.
• Exceptional telephone manner.
• To be organised, accurate and high attention to detail.
• Resilience and able to deal with challenging conversations, where required.
• A positive and enthusiastic approach to work and a great team player.

• Working hours:
  
  35 hours per week; various shifts between 8.00am-8.00pm Mon-Thurs, 8.00am to 6.00pm Fri
• 28 days holiday plus bank holidays
• Long service award: an additional 4 weeks’ pay after 5 years
• Personal development opportunities
• Comprehensive benefits package including discounts on everyday purchases, free 24/7 GP service.
• Enhanced maternity and paternity pay.
• Celebratory staff away-days, Christmas parties and social events.
• Opportunities to work with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK.

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…