Customer Experience Team Leader

About The Role

At iRock School of Music, we’re on a mission to transform the way children experience music education. Through high‑energy, band‑based sessions in primary schools across the UK, we give thousands of children each week the chance to play, perform, and feel part of something bigger. But what truly sets us apart is our people. Our team of passionate musicians and educators don’t just teach, they inspire confidence, nurture creativity, and create unforgettable moments for every child they work with.

We’re looking for an experienced and people‑focused Customer Experience Team Leader to lead our customer support function at iRock School of Music. This role offers the opportunity to oversee and develop a small team while helping shape the overall customer journey across the organisation, with a focus on service quality, operational efficiency, and meaningful customer relationships. This is a leadership role, but also a hands‑on one. You’ll be expected to support the day‑to‑day operation of the department, handle escalated queries where needed, and lead by example while developing a high‑performing and supportive team culture. If you enjoy combining leadership with customer interaction and want to play a key role in a growing organisation, this could be a strong fit. If you’re looking for a role where your love of music meets real purpose, where no two days are the same, and where you can make a lasting impact while doing what you love, iRock could be the perfect stage for you.

Salary: £28,000 to £30,000

Bonus: Annual Bonus linked to both Company and Individual Performance

Holiday: 27 days, plus bank holidays

Contract: Full‑time (35 hours per week), permanent

Location: Farnborough

What You’ll Be Doing

• Leadership and Team Development
  • Lead, support, and develop a team of Customer Experience Advisors
  • Build a positive, accountable, and customer‑focused team culture
  • Provide coaching, feedback, and day‑to‑day guidance
  • Support team development and performance management
• Customer Service and Delivery
  • Ensure a consistently high level of customer service across all communication channels
  • Monitor and maintain team KPIs and SLAs
  • Handle complex or escalated enquiries from schools, parents, and stakeholders
  • Support continuous improvement across customer processes and systems
• Operational Support
  • Manage your own customer interactions professionally and efficiently
  • Maintain accurate customer records and data integrity within internal systems
  • Support smooth operational delivery across the customer journey
  • Identify areas for process improvement and service enhancement
• Stakeholder Collaboration
  • Work closely with departments across the organisation to ensure excellent customer outcomes
  • Attend regular interdepartmental meetings to support collaboration and problem‑solving
  • Act as a bridge between customers and internal teams to ensure clear communication and resolution of issues

What We Offer

• Salary of £28,000 – £30,000 (dependent on experience)
• Office‑based role within a supportive and friendly environment
• Medicash cash plan to support your health and wellbeing
• 27 days holiday plus bank holidays
• Enhanced sickness, maternity, and paternity pay
• Company‑wide bonus scheme
• Employee referral bonus scheme
• Regular team events, including our annual company conference
• Opportunities for professional development and career progression

What We’re Looking For

• Essential
  • Minimum of 2 years’ experience in customer service
  • Previous experience in a supervisory or team leadership role
  • Strong communication skills, both written and verbal
  • Excellent organisational and problem‑solving abilities
  • Ability to lead, motivate, and support a small team
  • Experience working with CRM systems or customer databases
  • Calm, professional, and solutions‑focused approach
• Desirable
  • Experience working within an education, service, or customer‑focused environment
  • Experience improving customer processes or workflows
  • Confidence handling escalated customer situations
  • Interest in music, education, or purpose‑led organisations

Recruitment Statement

This role requires the applicant to be a UK national or be resident in the UK with a right to work visa already in place. iRock embraces diversity and equal opportunity. This advert is not intended to discriminate on the grounds of a person's gender, marital status, race, religion, age, disability, or sexual orientation. We are committed to fair treatment; therefore, every candidate will be assessed only in accordance with their merits, qualifications, and ability to perform the duties of the job. We are committed to safeguarding and promoting the welfare of children. Due to the nature of the position, any offer of employment for this role will be subject to a satisfactory Enhanced DBS and other vetting checks and is exempt from the Rehabilitation of Offenders Act 1974. It is an offence to apply for this role if you are barred from working in a regulated activity. Ex‑offenders with spent conviction will be considered on an individual basis and the nature of their offence will be taken into account in the recruitment decision. Throughout the recruitment process, iRock collects and processes a range of personal data relating to job applicants. We are transparent about how this data is collected, used, and stored and are committed to compliance with data protection obligations. For more details on our recruitment policies, visit iRock Recruitment Policy.