Customer Service Team Leader

Customer Services Team Manager

Salary: Up to £30,000 dependent on relevant management Experience

Location: This is an office role based in a converted manor house in Liphook 

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

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: A world in which every child leaves school with what they need to succeed: the belief they can 

Our Mission: To amplify children’s self-belief through inclusive music education and remove barriers so that no child is left behind 

Purpose: 

The Team Leader, Customer Services, is responsible for inspiring, motivating and coaching a team of Customer Services Advisors to deliver high performance and service excellence.  Providing effective leadership, training and support, and driving a high-performance mindset to ensure the department runs smoothly and consistently. 

Essential Duties: 

• Positively engage with the Customer Services Strategy and be accountable for your team’s engagement and performance. 

• Manage and influence a team of Customer Service Advisors to deliver exceptional customer service. 

• Ensure that all team members are adequately trained, developed, and supported throughout their journey with Rocksteady. 

• Deliver effective, regular, 121’s/performance reviews, assessing quality and delivering effecting coaching across multiple channels, i.e., calls, emails, live chat and social media.   

• Accountable for key KPI and SLA’s delivery and driving a high-performance mindset.  

• Measuring staff performance and progression against our development and training plans, reporting to the Customer Service Manager on progress and any actions required. 

• Having a continuous improvement mindset, and encouraging this within your team, to drive efficiencies, improve processes/systems and ensure that we provide the best possible journey for our customers. 

• Effectively manage complex customer situations when required, ensuring a positive outcome and experience for our customers. 

• Be accountable for effective recruitment, when necessary, to ensure we hire the right people, with the right fit for our Customer Services Team and the Rocksteady culture. 

• Maintain a high level of knowledge about rocksteady products and services. 

• Adhere to Rocksteady company policies and procedures. 

• Help support the team with calls and tickets during very busy times and coach your team through any queries they may have. 

Skills and Experience  

• Passionate about people; putting the customer at heart of everything. 

• At least 2 years previous experience leading teams within a similar, office based, environment. 

• Computer literate and experience managing customer interactions through omni channels i.e., calls, emails, chat, social. (Zendesk experience preferred but not essential) 

• Leadership - The ability to engage, motivate, and foster potential, utilising emotional intelligence. 

• Evidence of effective performance management and quality coaching  

• Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.  

• Excellent written and verbal communication skills. 

• Effective analytical skills 

• Continuous improvement mindset 

• 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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