Parent Communications Champion

Department: Customer Service

Employment Type: Full Time

Location: Liphook Office

Compensation: £24,067 / year

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 converted manor house in rural Liphook is home to 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 Parent Communications Champion
to ensure parents are consistently kept informed about any changes to their child’s lessons through timely, clear, and appropriate communications, both written and verbal.

Additionally, this role is responsible for ensuring customers are billed accurately for the lessons they have received. You will collaborate with the Head of Customer Services to consistently uphold our commitment to doing what is right for the children and their families.

As a Parent Communications Champion you will:

· Work closely with Operations and Schools Experience to ensure we understand any changes and the reasons for the changes, in a timely manner.

· Proactively communicate with our parents, in a timely manner, using appropriate method of communications for that situation, i.e. phone, text or email.

· Ensure our communications are personalised, in line with Rocksteady tone of voice, and reflects on the individual customer journey, explaining any change with thought and consideration for that child, eliminating the need for customers to call in for additional information.

· Keep Customer Services informed of relevant changes to ensure they are prepared for any incoming calls from parents.

· When Operations identify that catch up lessons are not available and credits are due, to individually work through all children in that pool, ensuring quota calculations are accurate and appropriate for everyone.

· Ensure we gather correct information from the parents for any T-shirt/merchandise and work with Operations to ensure these are sent out in a timely fashion, as and when required. Ensure reasons for sending rocksteady merchandise is tracked.

· Call parents whereby kids have not turned up or refused to attend lessons in a timely manner, weekly, to check in and discover if more support is required.

· Summarise and present monthly on situations that have negatively affected the customer experience. Having a continuous improvement mindset to identify ideas for continuous improvement.

· Help support the team with calls and tickets during very busy times or any other tasks considered necessary.

As a Parent Communications Champion you’ll need:

· Excellent verbal and written communication skills.

· Confident picking up the phone and speaking to our parents.

· Effective listening skills and the ability to show empathy with customers.

· Passion for helping people and solving problems.

· Effective at working at speed with competing deadlines.

· Continuous improvement mindset and solutions focused.

· Good analytical skills.

· Computer literacy 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  

Hours: Full-time position; 35 hours per week; 8.00am-4.00pm Mon-Fri and 7.30-3.30 rotating shift pattern
28 days holiday plus bank holidays
Free onsite parking
Personal development opportunities
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.    

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