Schools Customer Service Advisor

Salary: £23,000

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

We have an exciting new opportunity to join our School Experience Department as an Schools Customer Service Advisor. Internally, we call this role 'Schools Hotline Support' and the ideal candidate will have proven experience working with schools and be passionate about music and the benefits it offers.

They will work closely with the wider Operations team and Schools Experience team to ensure a great experience for schools, teachers and children across the country. They will provide an efficient and outstanding service to Rocksteady’s schools, supporting school staff by acting as an initial point of contact, listening to and solving their issues, and ensuring they are always aware of any disruption or change to their lessons.

What you’ll be doing:

• Act as the first point of contact to school staff, providing a passionate service and responding efficiently and effectively to incoming calls and emails.
• Gain an understanding of complex school issues, use initiative to solve them and escalate those situations that need further attention as necessary.
• Use process and policy alongside creative thinking to find the best solutions to logistical challenges being faced both internally and externally.
• Support schools in their use of Rocksteady’s online portal.
• Liaise with schools about potential disruptions or changes to their lessons, ensuring prompt communication and offering solutions where appropriate.
• Gain agreement in collaboration with the wider business on school and timetable changes, ensuring cross-departmental awareness and clarity as changes are made.
• Support wider operational business activities as and when required and when capacity allows.

Skills and Experience

• Strong Communication Skills
• A confident, and concise communicator with the ability to be able to build instant rapport, both verbally and in writing. Personable and approachable in dealing with stakeholders at all levels.
• Planning and Organisation
• Highly organised and comfortable in being able to prioritise own workload and manage time effectively to achieve goals.
• Process Driven
• Ability to work within set guidelines and policy where necessary, ensuring internal processes are followed to meet customer needs.
• Problem Solving
• Ability to quickly process information, understand complex situations and use own initiative and creative thinking where necessary, to seek solutions to overcome problems.
• Adaptable to change
• Ability to respond quickly to change, embrace new processes and have flexibility to shift focus where necessary.
• Collaborative
• A team player with the ability to work in collaboration with others whilst demonstrating a positive and enthusiastic approach to work.

Benefits:

We ensure you work in an environment where staff are motivated and passionate about the work they are doing. We offer you the opportunity to grow and develop with the business. Working with an equally passionate and motivated team is not only fulfilling, it’s also a lot of fun. We like to look out for our team by providing:

• A full time salary position - 35 hours per week
• 25 days annual leave plus bank holidays
• Our office is a fabulous, converted manor house in rural Hampshire with vast grounds complete with its own lake, orchard, and plenty of on-site parking
• Wide range of benefits including discounts, 24/7 GP and concierge service
• Fun – through annual staff away-day, Christmas party and opportunities to socialise with other like-minded and passionate individuals throughout the year
• The chance to provide a quality experience to our customers all over the UK
• Opportunities to work with the Rocksteady Foundation
• Company performance based rewards
• Professional development and training

Rocksteady’s Mission

Rocksteady’s mission is to empower as many children as possible. Everything that you will do in this role is connected to this mission, directly or indirectly. You will go to work happy in the knowledge that you are part of a project that is creating opportunities every day for young people to build their confidence through exploring their creativity. 

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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