Job Description

Customer Services Administrator

Working Pattern: 22.5 hours per week, working 3 days.

Region: Stoneham Court, Reading

Job Code: ADM02 -3

Reporting Structure: Office Manager

Primary Job Purpose

Working with the Customer Services team, the Customer Service Administrator is responsible for:-

Providing excellent customer service to all stakeholders, responding to queries promptly, effectively and to a high standard

Principal Responsibilities

1.

Maintaining excellent customer service by communicating proactively with customers face to face, by phone or email

2.

Resolving customer complaints and concerns in a timely manner and according to the complaints procedure

3.

Keeping SpeedAdmin up to date through keeping an accurate record of all contact to and from customers

4.

Assisting in creating ways to deliver excellent customer service across the department

5.

Investigating and resolving invoice queries and disputes quickly

6.

As the first point of contact to any visitors, ensure they are greeted warmly and professionally and their enquiries dealt with promptly

7.

Maintaining accurate customer records, including processing new applications and withdrawals and maintenance of customer accounts; making updates to teachers' schedules; respecting confidentiality of data at all times.

8.

Actively manage waiting lists in conjunction with Curricular Heads and the Admissions Officer

9.

Monitoring teaching timetables and scheduling instrumental lessons

10.

Ensuring good financial management by timely and accurate updates to billing records; assist with the processing of credits/refunds as may be required

11.

May be required to work occasional evenings and weekends supporting other teams with pre- planned events that contribute to the effective running of the organisation

12.

Communicate staff absence in line with the absence procedure for teachers

13.

Work effectively, collaborating as a team to ensure knowledge is shared to combat peaks and troughs in the team's annual workload.

14.

Provide mentoring and training for new and existing members of the Operations Team in relation to our customer service processes.

15.

You have a duty to take care of your own health and safety and that of others who may be affected by your actions at work. You must co-operate with employers and co-workers to help everyone meet their legal requirements

16.

Promote and safeguard the welfare of all pupils and service users within the Berkshire Maestros, raising any concerns in accordance with Maestros protocols and procedures.

17.

Oversee evacuation of the Music Centre in emergency situations e.g. fire

18.

Provide first aid in cases of emergency

19.

Any other duties commensurate with the post that may be assigned by the CEO

Our Values

Inclusivity

- we believe music should be accessible to all

Respect

- we respect others views and lived experiences

Transparency

- we are open and honest

Innovation

- we continuously evolve and adapt to changing needs

Responsibility

- we take responsibility for our mission

Partnership -

we embrace partnership working

CUSTOMER SERVICES ADMINISTRATOR ROLE SPECIFICATION

Criteria

Ability to adapt to the demands of a busy working environment interacting positively with members of the public, schools, children, parents and colleagues

Skills and Abilities

Excellent inter-personal skills and the ability to work with a range of external stakeholders and colleagues Strong organisation skills and ability to multitask Excellent communication skills - both written and spoken Accuracy and attention to detail Excellent time management skills Proficient in the use of MS Office, especially Word and Excel Experience of front-facing public / customer focused services

Experience

Experience of working as part of a team in a pressurised environment

Proven experience in an administrative role Experience of working to tight deadlines Sufficient levels of numeracy to deal with statistical data

Knowledge

Have a background, understanding and/or interest in music

Understanding of Customer Relationship Management (CRM) systems Able to demonstrate a flexible approach to work, with a willingness to work evenings and weekends if required.

Personal attributes and other requirements

Well organised, managing own time effectively, responding to changing priorities and meeting deadlines as required Excellent and accurate standard of written and verbal communication Provides an excellent service to meet internal and external customer needs Motivated to maintain a high level of productivity and to strive for continuous improvement
Job Types: Part-time, Permanent

Expected hours: 22.5 per week

Benefits:

Company pension On-site parking Sick pay
Work Location: In person

Application deadline: 24/10/2025

Job Types: Part-time, Permanent

Pay: 14,771.00 per year

Benefits:

Free parking On-site parking
Education:

GCSE or equivalent (preferred)
Experience:

Customer service: 2 years (preferred)
Work Location: In person