Customer Service Adviser - Birmingham

Rocksteady Music School Limited; West Midlands; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

28 days holiday plus bank holidays

Long service award: 4 weeks pay after

Personal development opportunities

Discounts on everyday purchases

Free 24/7 GP service

Enhanced maternity and paternity pay

Staff away-days & events

Rocksteady Foundation volunteering

Job summary

Rocksteady Music School Limited is seeking a Customer Service Adviser for our Birmingham Office. The role focuses on delivering excellent, multi-channel customer service with a customer-first mindset and strong product knowledge.

You will be the friendly voice for new and existing customers, handling queries, educating on benefits, and aiming for first-time resolution while supporting team KPIs and company standards.

Qualifications

• Experience handling multiple channels (phone, email, chat, social).
• Strong written and verbal communication.
• Ability to meet monthly SLAs and KPIs.
• Empathy and customer-focused mindset.

Responsibilities

• Deliver efficient and effective, quality customer service through multiple channels i.e., phone, email, chat and social media.
• Maintain a high level of knowledge about our products and services and inform customers of benefits.
• Focused on first time resolution and easy business with Rocksteady.
• Investigate customer queries and coordinate with other departments as required.
• Navigate internal systems quickly and record information accurately.
• Manage, investigate, and resolve customer complaints.
• Achieve monthly SLAs/KPIs, highlighting training needs and acting on feedback.

Skills

Omni-channel

Customer service

Zendesk

Communication

Tools

Zendesk

Job description

Customer Service Adviser - Birmingham

Department: Customer Service

Employment Type: Full Time

Location: Birmingham Office

Compensation: £23,500 / year

Description

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 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 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.

As a Customer Service Adviser you will:

• 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.

As a Customer Service Adviser you'll need:

• 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.

Benefits

• 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.

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

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