Customer Experience Advisor

Customer Experience Advisor

Salary: Starting at £23,000 per year
Bonus: Annual bonus linked to both company and individual performance
Holiday: 27 days, plus bank holidays
Contract: Full-time, permanent

Are you a customer-focused communicator with a passion for helping people and making a difference? At iRock School of Music, we’re transforming children’s lives through high-energy rock and pop band lessons in primary schools across the UK. As we continue to grow, we’re looking for a friendly and organised Customer Experience Adviser to join our Farnborough-based office team.

In this role, you’ll be the first point of contact for parents, schools, and stakeholders delivering excellent support over the phone and email. If you love problem-solving, enjoy a fast-paced environment, and are motivated by creating amazing experiences for others, this could be the perfect opportunity for you.

Key Responsibilities

• Deliver exceptional customer service by phone and email
• Respond to enquiries efficiently and accurately
• Manage your own workload and prioritise tasks effectively
• Build positive relationships with parents, schools, and internal teams
• Maintain accurate records and data entry in our CRM system
• Confidently manage customer concerns or complaints with calm, solution-focused communication
• Be a proud ambassador for iRock’s values in every interaction

What We’re Looking For

• 1–2 years of experience in customer service and/or administration
• Excellent verbal and written communication skills
• A calm, patient, and professional approach to customer care
• High attention to detail and confidence handling data
• Self-motivated with strong time-management and organisational skills
• A team player with the ability to work independently when needed
• A positive, can-do attitude with a genuine desire to help others

Perks & Benefits

• A full-time, permanent role based in our Farnborough office
• 27 days annual leave, plus recognised bank holidays
• Company-wide bonus scheme
• Health and wellbeing package
• Opportunities for professional growth and development
• Regular team socials, including our annual company conference
• Employee referral bonus scheme

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.