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- Tasks: Champion customer experience by monitoring feedback and resolving issues.
- Company: Join a dynamic team at inMusic, dedicated to enhancing 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 in customer relationships and drive impactful improvements.
- Qualifications: Experience in customer support and strong analytical skills required.
The predicted salary is between 30000 - 40000 ÂŁ 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.
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
Contact Detail:
inMusic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Champion in Farnborough
✨Tip Number 1
Get to know the company inside out! Research inMusic and its brands, understand their products, and be ready to discuss how you can enhance customer experiences. This will show your genuine interest and help you stand out.
✨Tip Number 2
Practice your communication skills! As a Customer Champion, you'll need to engage with customers and internal teams. Role-play scenarios with friends or family to build confidence in handling complex situations and de-escalating issues.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider insights and potentially lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team and ready to contribute to improving customer experiences.
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 your enthusiasm for customer experience shine through! We want to see how you can be a champion for our customers and what makes you tick when it comes to improving their journey.
Be Specific with Your Examples: Use real-life examples to demonstrate your skills and experiences. Whether it's a time you turned a negative customer experience into a positive one or how you analysed feedback to drive improvements, we love hearing about your successes!
Tailor Your Application to Us: Make sure to align your application with the job description. Highlight your relevant skills and experiences that match what we're looking for in a Customer Champion. This shows us you’ve done your homework and are genuinely interested in 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 who we are and what we do!
How to prepare for a job interview at inMusic
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer sentiment and feedback trends. Familiarise yourself with how the company collects and analyses this data, as well as any recent changes in customer experience strategies. This will show your proactive approach and genuine interest in 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. Be ready to discuss how you de-escalated issues and built long-term relationships, demonstrating your empathy and problem-solving skills.
✨Familiarise Yourself with CX Tools
Get to know the AI-driven support workflows and CRM solutions mentioned in the job description. If possible, try out similar tools or platforms like Freshdesk. Being able to discuss your experience or knowledge of these systems will set you apart and show that you're ready to hit the ground running.
✨Prepare for Cross-Functional Collaboration
Think about times when you've worked with different teams to improve customer experiences. Be prepared to share specific examples of how you identified trends and collaborated on solutions. This will highlight your ability to work cross-functionally, which is crucial for this role.