Customer Service Retention Advisor

Customer Retention Advisor

Salary: £24,000 £26,000 per annum (DOE) Location: Farnborough, Hampshire (Office-Based) Hours: Monday to Friday, 8:00am – 4:00pm or 9:00am–5:00pm Holiday: 27 days per annum + bank holidays

iRock School of Music is a fast-growing peripatetic music service delivering high-quality rock and pop band lessons to primary school children across the UK. Every week, thousands of pupils benefit from our inclusive and inspiring programmes, which focus on developing confidence, teamwork, and wellbeing through music.

The Opportunity

We are seeking a personable and motivated Customer Retention Advisor to join our Customer Experience Team. In this role, you will be responsible for engaging with parents/guardians of our iRockers to solve problems, fill slots in existing bands and come up with tailored solutions to suit children with varied abilities and learning styles. You will work closely with the Customer Experience Manager, Customer Experience Team Leader and cross-departmental teams to come up with ways to retain more customers. The ideal candidate will have previous experience in customer service, sales or communications.

Key Responsibilities

Customer Engagement:

• Reaching out to parents who have cancelled their iRock subscription, via phone and email
• Tracking reasons for cancellations and providing data to central management team for improvement

Problem-Solving:

• As part of the escalations team, listening to parent/guardian issues and attempting to solve problems before cancellations occur
• Providing tailored solutions to address their issues / the needs of each child
• Clearly articulating the benefits and positive impact of the iRock lessons on children's confidence, teamwork, and musical skills

Collaborate to Increase Retention:

• Working collaboratively with cross-departmental teams to implement and refine retention strategies, feedback collection, and follow-up processes
• Liaising with other teams, including the operations, quality, and marketing departments, to ensure a seamless experience for parents/guardians and their children.

What We're Looking For

• Minimum of two years' experience working in customer service, sales or communications
• Creative mindset with the ability to think outside the box and generate innovative ideas to increase retention
• Proven experience in customer communications and problem-solving
• Strong verbal and written communication skills (particularly listening)
• Excellent organisational skills and the ability to prioritise based on customer need
• Proficiency in Microsoft 365 and previous use of Front is a bonus (though not essential)
• Experience in the education sector is desirable, but not essential
• Passion for music and education.

What We Offer

• A full-time, permanent role in a supportive and friendly office environment.
• 27 days annual leave, plus recognised bank holidays.
• Company-wide bonus scheme.
• Health and wellbeing package.
• Opportunities for professional growth and development.
• Regular team events, including an annual company conference.
• Employee referral bonus scheme