Customer Service Team Leader

iRock School of Music; Farnborough; On-site; GBP 28,000; Full time

Job summary

An established industry player is seeking a confident and experienced Customer Service Team Leader to oversee a dedicated team. This role is pivotal in maintaining service excellence and supporting team performance within a growing organization. You will manage customer interactions, ensuring queries are handled efficiently while contributing to the overall success of operations. Enjoy a supportive office environment with opportunities for professional growth, a generous holiday package, and a commitment to employee wellbeing. If you are passionate about leading a team and delivering high standards, this opportunity is perfect for you.

Benefits

25 days annual leave

Company-wide bonus scheme

Health and wellbeing package

Opportunities for professional growth

Regular team events

Employee referral bonus scheme

Qualifications

• 2+ years of customer service experience, including supervisory experience.
• Strong communication and problem-solving skills.

Responsibilities

• Lead and support the Customer Service team to deliver high standards.
• Handle complex enquiries and maintain accurate customer records.

Skills

Customer Service Experience

Team Leadership

Communication Skills

Problem-Solving

Attention to Detail

Tools

CRM Systems

Job description

Customer Service Team Leader
Salary: £28,000 per annum
Location: Farnborough, Hampshire (Office-Based)
Hours: Monday to Friday, 8:00 am–4:00 pm or 9:00 am–5:00 pm
Holiday: 25 days per annum + bank holidays

About Us

iRock School of Music is a fast-growing peripatetic music service delivering high-quality rock and pop band lessons to primary school children across the UK. Every week, thousands of pupils benefit from our inclusive and inspiring programmes, which focus on developing confidence, teamwork, and wellbeing through music.

The Opportunity

We are seeking a confident and experienced Customer Service Team Leader to oversee a small, dedicated team of 3 to 4 advisors. This is a key role within our growing organisation, responsible for maintaining service excellence, supporting team performance, and contributing to the overall success of our operations.

Key Responsibilities

• Lead, manage and support the Customer Service team to deliver a high standard of service across all channels.
• Monitor and maintain individual and team KPIs and SLAs.
• Handle complex or escalated enquiries from schools, parents, and other stakeholders.
• Provide coaching, feedback and day-to-day guidance to team members.
• Manage your own customer interactions, ensuring all queries are handled professionally and efficiently.
• Maintain accurate customer records and ensure data integrity within our systems.
• Work closely with internal teams to ensure a smooth customer journey from enquiry through to service delivery.

What We’re Looking For

• 2+ years of customer service experience, including at least 1 year in a supervisory or team leadership position.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities and a calm, solutions-focused approach.
• Proven ability to lead, motivate, and support a small team.
• High level of attention to detail and organisational skills.
• Experience working with customer databases or CRM systems.
• A professional, approachable manner and a commitment to delivering high standards.

What We Offer

• A full-time, permanent role in a supportive and friendly office environment.
• 25 days annual leave, plus recognised bank holidays.
• Company-wide bonus scheme.
• Health and wellbeing package.
• Opportunities for professional growth and development.
• Regular team events, including an annual company conference.
• Employee referral bonus scheme.

Recruitment Statement

This role requires the applicant to be a UK national or be resident in the UK with a right to work visa already in place.

iRock embraces diversity and equal opportunity. This advert is not intended to discriminate on the grounds of a person's gender, marital status, race, religion, age, disability or sexual orientation. We are committed to fair treatment, therefore every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

We are committed to safeguarding and promoting the welfare of children. Due to the nature of the position, any offer of employment for this role will be subject to a satisfactory Enhanced DBS and other vetting checks and is exempt from the Rehabilitation of Offenders Act 1974.

Throughout the recruitment process iRock collects and processes a range of personal data relating to job applicants. We are transparent about how this data is collected, used and stored and are committed to compliance with data protection obligations.

For further information read our full iRock Recruitment Policy on our website: www.irockschool.com