Customer Communications Champion

Job description 

Role: Parent Communications Champion, Customer Experience 

Reporting to: Customer Experience Manager 

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

Hours: Full-time position; 35 hours per week; alternate weeks 8.00am-4.00pm/7.30-3.30pm 

About Rocksteady: 

Rocksteady is the leading provider of in-school band lessons, teaching tens of thousands of children in thousands of primary schools every week. Rocksteady band lessons are designed to be fun and inclusive, bringing the transformative power of music to children across the country. 

Purpose: 

As Rocksteady’s parent communications champion, you’ll play a key role in keeping parents updated about any changes to their child’s band lessons. You’ll provide clear, accurate information in a timely and friendly manner through written or verbal communications. 

You’ll also collaborate closely with our operations and schools’ teams to make sure you have all the relevant information needed to provide an excellent customer service for parents, using your copywriting expertise to ensure your messaging reflects the customer’s experiences. 

Additionally, you’ll be responsible for making sure parents are billed correctly for lessons and organising credits or refunds where necessary. Working with the customer experience manager, you will always be striving to provide the very best service for customers. 

Essential Duties: 

• Proactively communicating with our customers in a timely manner using the appropriate method of communications for that situation, i.e. phone, text, or email. 
• Building relationships and working closely with the operations and schools experience teams to ensure you have all the relevant information to hand before communicating with customers. 
• Using your proven copywriting skills to craft high-quality, personalised communications, delivering sensitive messaging in a thoughtful and considered way. 
• Provide necessary support to the wider customer service team, such as managing tickets or calling customers during very busy times. 
• Responding promptly to public reviews of Rocksteady (Trustpilot/Google Review) whilst also training colleagues to effectively manage and respond to public reviews. 
• Applying your copywriting and customer service expertise, and liaising regularly with Rocksteady’s communications manager, to support colleagues in drafting and reviewing complex or sensitive customer communications. 
• Liaising with colleagues in the customer service team to keep them informed of relevant changes to ensure they are prepared for any incoming calls from parents. 
• Monthly reporting and presenting on several key areas, including credits and customer experience, along with trends and comparisons from previous years. 
• Reviewing and improving a range of customer facing communications, including email templates and customer service macros, adhering to Rocksteady’s tone of voice. 

Skills and Experience: 

• Excellent verbal and written communication skills, with demonstrable copywriting experience. 
• Confident picking up the phone and speaking to parents. 
• Effective listening skills and the ability to show empathy with customers. 
• Passionate about helping people and solving problems. 
• Effective at working at speed with competing deadlines and priorities. 
• Continuous improvement mindset and solutions focused. 
• Good analytical skills. 
• Computer literate and have experience using excel. 
• Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment. 
• 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 
• Personal development opportunities 
• Benefits package including discounts on everyday purchases, free 24/7 GP service and more. 
• 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. 
• 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 

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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