Diary Coordinator

The Musician's Answering Service; Dorking; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Workplace pension

Health cash plan

Staff ticket discounts

Supportive work environment

Job summary

The Musician's Answering Service in Dorking, hybrid role, seeks a Diary Coordinator to manage concert diaries, coordinate bookings and communicate with musicians and managers. The successful candidate will handle calls, emails and messages, log details accurately and maintain CRM records while ensuring high-quality service.

Experience in customer service and a passion for classical music are valued, with training in our CRM software and MS Office offered.

Qualifications

• A minimum of A level standard or equivalent education.
• Some background in music or a related field is preferred but not essential.
• Previous experience in customer service, call centre, or similar role is highly advantageous.
• Excellent verbal and written communication skills.
• Strong multitasking abilities to handle a high volume of calls and emails.
• Active listening skills and empathy for musicians.
• Familiarity with basic office software (email, word processing, spreadsheets).
• Excellent organisational skills and attention to detail.
• Ability to remain calm under pressure.
• Flexibility to work evenings, weekends and holidays per rota.

Responsibilities

• Coordinate diaries for concerts and manage diary conflicts.
• Proactively manage bookings via CRM system.
• Answer calls and emails professionally with a friendly tone.
• Record detailed messages with caller information and instructions.
• Prioritise urgent calls for timely response.
• Maintain an up-to-date database of musicians, clients and contacts.
• Deliver messages to musicians via preferred contact method.
• Provide information about services and recruitment opportunities.
• Follow established protocols for consistent service delivery.
• Collaborate with team on complex or sensitive issues.
• Assist with general admin tasks and projects (website, social media, quarterly newsletter).
• Prepare responses to routine enquiries.

Skills

Communication skills

MS Office

Organisational skills

Customer service

Music interest

Education

A level or equivalent

Tools

CRM software

MS Office

Job description

Diary Coordinator

Dorking, Surrey with hybrid working

• Full time, permanent
• Starting salary £25.280 per annum with a review after the first year
• Excellent benefits package
• Please Note: Applicants must be authorised to work in the UK

MAS is a leading organisation that manages the diaries of over 1000 professional classical musicians. We serve as a convenient response centre, bridging the gap between our clients and the Orchestra Managers of national orchestras and commercial session companies. By entrusting their diaries to us, our clients can rely on our exceptional service to handle their calls and bookings efficiently, allowing them to focus on music making.

About the role:

As a key member of our small specialist administration team, you will play a crucial role in taking work bookings for our clients. Your day will be filled with engaging calls and emails from contractors coordinating specific musicians for their projects. Your role will involve making informed decisions that best serve our clients, accurately record their work offers, and promptly relay this information to them. This dynamic position requires strong communication skills, professionalism, a genuine passion for music, and the ability to make on the spot decisions.

• Extensive diary coordination; booking musicians for concerts, managing diary conflicts, liaising with orchestral managers.
• Pro-active management of bookings via CRM System
• Answer incoming calls and emails professionally, providing a friendly and courteous tone.
• Accurately record detailed messages, capturing caller information, message content, and any specific instructions.
• Prioritise urgent calls to ensure timely response and support.
• Maintain a comprehensive and up-to-date database of musicians, clients, and contacts.
• Deliver messages promptly to musicians via their preferred communication method (phone, email, or text message).
• Provide information about our services and address inquiries from musicians interested in joining our service.
• Follow established protocols to ensure consistent and efficient service delivery.
• Collaborate with team members to address complex or sensitive issues effectively.
• Assist with general administrative tasks and individual projects, such as updating our website and social media platforms, and producing the quarterly newsletter.
• Prepare and manage responses to incoming correspondence containing routine enquiries.

Working hours:

• We operate from 8 am to 12 midnight, seven days a week.
• As a coordinator, you will work an equal number of early shifts (8 am to 4 pm) and late shifts (4 pm to midnight) on an 8-week rota system.
• You will also work four weekends out of eight, with compensatory days off during the week.
• Home working options are available for evening and weekend shifts.

The ideal candidate:

• A minimum of A level standard or equivalent education. Some background in music or a related field is preferred but not essential.
• Previous experience in customer service, call centre, or a similar role is highly advantageous.
• Excellent verbal and written communication skills.
• A genuine interest in classical music, although detailed knowledge is not essential.
• Strong multitasking abilities to handle a high volume of calls and emails efficiently.
• Active listening skills and the ability to empathise with musicians, understanding their unique needs.
• Familiarity with basic office software such as email, word processing, and spreadsheets.
• Excellent organisational skills and attention to detail.
• Ability to remain calm and composed under pressure.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays according to a rota system.

Essential skills and experience

• Basic knowledge of MS packages
• Highly organised with a professional manner.
• Outstanding communication skills both written and verbal.
• Calm and measured with the confidence and ability to take control of urgent situations.
• High level of attention to detail.
• Genuine interest in classical music

Training

Full training will be given in the following areas:

Our bespoke Client Relationship Management software (CRM), MS software and Customer Service.

There may be further training opportunities in the following areas dependent on experience and interest: Health and Safety, some aspects of Human Resources

Benefits

• Inclusion in the company's workplace pension scheme.
• Access to our Health Cash Plan.
• Staff ticket discounts and benefits schemes.
• A supportive work environment that fosters growth and development.
• The opportunity to be a part of the vibrant music industry and contribute to its success.
• Build professional relationships within the industry.

The deadline for applications is Monday 26 February.

You must be authorised to work in the UK. No agencies please.