Customer Service Team Leader - Birmingham

Department: Customer Service

Employment Type: Full Time

Location: Birmingham Office

Description

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 tens of thousands of children every week – and we’re growing fast.  Our beautiful Birmingham office, situated in Jewellery Quarter, is home to many of our central office teams. From there, we all play our part in supporting our band leaders to reach as many children as possible with their lessons. We are a community of music lovers using our individual talents to help give children the self-belief to succeed. That’s what gets us out of bed in the morning.  We’re now looking for a Customer Service Team Leader, part of our Birmingham team, to be 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.

As a Customer Service Team Leader you will:

• 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.
• 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.
•  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.

As a Customer Service Team leader you’ll need:  

• 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

We appreciate that previous experience does not always tell the full story so if you like the sound of this role, don’t rule yourself out if you feel you don’t tick all the boxes.    Benefits  

• Full-time, permanent, position
• 28 days holiday plus bank holidays
• Annual staff bonus
• Personal development opportunities
• Free onsite parking 
• Comprehensive benefits package including discounts on everyday purchases, free 24/7 GP service.  
• Enhanced maternity and paternity pay. 
• Employee discount at nationwide music instrument retailers. 
• 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.  

 Every once in a while, you get the chance to be part of something really special. When you join Rocksteady, you know immediately that you’ve found it. We might be growing fast but we pay special attention to protecting our unique working culture and ensuring everyone feels comfortable to be themselves at work. We look out for each other, welcome new colleagues as friends and stay true to our small-company roots; rolling up our sleeves if a job needs doing, solving problems together and, most importantly, always putting the children first. Likeminded people are joining us and we’re reaching more and more children with our lessons every week. We keep growing because we’re driven by our passion for the life-changing nature of music.   Join us and use your skills for good.  Your Passion. Their Future. 

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  View our Privacy Policy for details on how we manage your personal data.