At a Glance
- Tasks: Champion customer experience by monitoring feedback and resolving issues across all inMusic brands.
- Company: Join a dynamic team at inMusic, dedicated to enhancing customer satisfaction.
- Benefits: Enjoy 24 days annual leave, private healthcare, and a £1,000 training allowance.
- Other info: Opportunity for career growth in a global, multi-brand environment.
- Why this job: Make a real difference in customer experiences while working with innovative tools and AI.
- Qualifications: Experience in customer support, strong analytical skills, and excellent communication abilities.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
Qualifications
- 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)
- £1,000 annual allowance for training and development
- Sick pay
Customer Champion employer: inMusic
As a Customer Champion at inMusic, you will thrive in a dynamic and supportive work environment that prioritises employee well-being and professional growth. With generous benefits such as 24 days of annual leave, private healthcare, and a commitment to continuous training, inMusic fosters a culture of collaboration and innovation, ensuring that every team member can make a meaningful impact on customer experiences while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Champion
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at inMusic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like inMusic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Champion
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to inMusic:Your cover letter is your chance to shine! Tell us why you want to work at inMusic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at inMusic!
How to prepare for a job interview at inMusic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
