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- Tasks: Champion customer experiences and drive improvements across all inMusic brands.
- Company: Join a dynamic team at inMusic, focused on customer satisfaction.
- Benefits: Enjoy 24 days leave, private healthcare, and a ÂŁ1,000 training allowance.
- Other info: Collaborate globally and grow your career in a supportive environment.
- Why this job: Make a real difference by enhancing customer journeys and relationships.
- Qualifications: Experience in customer support and strong analytical skills required.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Department: Technical Support
Employment Type: Full Time
Location: Ash Vale, UK
Description
Reporting to the Global Head of CX Team & CX Strategy, the Customer Champion is responsible for safeguarding the customer experience across all inMusic brands by proactively monitoring customer sentiment, intervening in high-risk or escalated cases, and translating customer insights into actionable improvements for the business. Acting as a key bridge between end users and internal stakeholders, the Customer Champion works cross-functionally with internal teams to identify trends, drive corrective actions, and improve overall CSAT and customer loyalty. This role combines day-to-day customer advocacy with responsibility for supporting and improving CX tools and AI-driven support workflows, while helping surface actionable customer insights.
Key Responsibilities
- Monitor and analyse customer feedback, sentiment, CSAT, and quality metrics across multiple channels, producing clear and actionable insights and reports for CX and management teams.
- Engage directly with customers via phone and email to gather feedback on cases, support experience recovery, and build positive, long-term end-user relationships.
- Act as a point of escalation for complex or high-risk (“rescue”) customer cases, proactively intervening to de-escalate issues and recover deteriorating customer experiences.
- Oversee global RMA activity to ensure cases progress in line with agreed SLAs, escalating risks or delays where required.
- Identify recurring issues, trends, and improvement opportunities, collaborating cross-functionally to address root causes and enhance the end-to-end customer journey.
- Support the rollout, adoption, and effective use of CX tools, platforms, and AI-driven support workflows, including testing, optimisation, maintenance and feedback.
- Share customer-driven insights and best practices to support coaching and continuous improvement within the CX team.
- Contribute to CX management initiatives and provide ad-hoc operational support as required to maintain effective day-to-day operations.
Skills, Knowledge and Expertise
- Proven experience in customer support and operations coordination.
- Experience working cross-functionally and communicating with executive management.
- Strong analytical skills with the ability to interpret data and present actionable insights (CSAT, Sentiment, Quality).
- Excellent organisational and communication skills, with a focus on empathy.
- Good understanding of all inMusic products, their utilities and general application.
- Ability to identify problems, propose solutions, and drive continuous improvement.
- Ability to coach or support peers by sharing best practices and customer-driven insights.
- Confidence working in a global, multi-brand environment with diverse customer needs and expectations.
- Proven experience managing and rescuing complex, sensitive, or high-risk customer cases, including de-escalation and recovery of deteriorating customer relationships.
- Experience with AI tools and modern CRM solutions (e.g. Freshdesk and AI-assisted support platforms).
- Willingness to travel occasionally for team workshops, stakeholder alignment, or training (approx. 10%).
Benefits
- 24 days annual leave (plus public holidays)
- Private healthcare
- Pension scheme
- inMusic UK Employee Assistance Programme
- Cycle To Work scheme
- Staff discount on inMusic products (for personal use only)
- ÂŁ1,000 annual allowance for training and development
- Sick pay
Customer Champion in Farnborough employer: inMusic Brands, Inc.
Contact Detail:
inMusic Brands, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Champion in Farnborough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer support. Think about how you would handle tricky situations and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for customer experience! When you get the chance, talk about how you've gone above and beyond for customers in the past. This role is all about advocacy, so let your enthusiasm shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at inMusic.
We think you need these skills to ace Customer Champion in Farnborough
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let us see your enthusiasm for customer support! Share specific examples of how you've made a positive impact on customer experiences in the past. We love to see candidates who genuinely care about making customers happy.
Be Data-Driven: Since this role involves analysing customer feedback and metrics, make sure to highlight any experience you have with data analysis. Talk about how you've used data to drive improvements or solve problems. We appreciate candidates who can turn numbers into actionable insights!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Customer Champion role. Mention specific responsibilities from the job description and explain how your skills align with them. This shows us that you’re serious about joining our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at inMusic Brands, Inc.
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer sentiment and feedback trends. Familiarise yourself with how to analyse CSAT scores and translate them into actionable insights. This will show your potential employer that you’re not just passionate about customer experience but also equipped with the analytical skills needed for the role.
✨Showcase Your Communication Skills
As a Customer Champion, communication is key. Prepare examples of how you've effectively engaged with customers in the past, especially in high-risk situations. Practising your responses can help you articulate your thoughts clearly and demonstrate your empathy and problem-solving abilities during the interview.
✨Familiarise Yourself with CX Tools
Get to know the AI-driven support workflows and CRM solutions mentioned in the job description, like Freshdesk. If possible, try out similar tools or read up on their functionalities. Being able to discuss these tools confidently will set you apart as a candidate who’s ready to hit the ground running.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle complex customer cases or de-escalate issues. Think of specific scenarios from your past experiences where you successfully managed difficult situations. This will not only highlight your problem-solving skills but also your ability to maintain positive customer relationships under pressure.