Field Operations Coordinator
This role is based in Birmingham.
Job Type: This is a temporary position, for a fixed-term period covering maternity leave
Overview
This is a critical role ensuring the Rocksteady Band Leaders can get immediate administrative and operational support and advice during the working day as well as scheduling and booking in lessons for our cover team. This role sits within the Operations team which is responsible for the logistics and operational running of the business.
Shifts include 6am - 2pm (WFH), 8am-4pm and 9am-5pm.
Key Responsibilities
· Respond efficiently to all queries from staff through various channels including phone calls (inbound and outbound) and email ensuring that they receive quality administrative support and a friendly, helping hand to solve day to day problems.
· Responsible for scheduling and booking ‘On The Day’ and ‘Advanced Notice’ cover and catch-up lessons using our internal Cover Team to mitigate disruption for our customers.
· Achieve monthly SLAs and team KPIs based on productivity and utilisation.
· Maintain a high level of knowledge and understanding of the ‘Band Leader’ role and day-to-day lives of our teaching staff to help problem solve effectively and give high quality support.
· Understand the customer journey for all customers (parents, schools and kids) and work with multiple departments to deliver great outcomes for all.
· Be a super-user of all systems and equipment used by our teaching staff to be able to fully respond and answer all queries.
· Be the consistent feedback loop between the teaching team and our office-based teams. Identify trends and opportunities to improve both customer and staff experience.
· Become another ‘voice of the teaching team’ within the office and the wider company.
· Support wider operational business activities as and when required and when capacity allows.
Skills & Experience
· Ability to use own initiative and creative thinking to find solutions to problems. Ability to summarise issues accurately and succinctly to stakeholders at all levels of the business.
· A confident, concise and empathetic communicator with the ability to be able to confidently tailor approach dependent on the scenario, both verbally and in writing. Personable and approachable, and able to deal with a variety of stakeholders at all levels.
· Highly organised with a keen attention to detail, ensuring that tasks are completed accurately efficiently.
· Remains composed and calm under pressure with the ability to work at speed to provide support to Band Leaders at any stage of their Rocksteady journey.
· A natural multi-tasker with the ability to be able to reprioritise and be flexible within a fast-paced and high-pressured department. Comfortable in being able to prioritise and manage own time effectively to achieve goals.
· Strong IT skills with an eye for detail, dexterity, and experience in being able to adapt to new software quickly.
We are committed to safeguarding and promoting the welfare of all children and expect all our staff to share this commitment.
As this role involves regular work with children and young people, and meets the definition of regulated activity, it is exempt from the Rehabilitation of Offenders Act 1974. Under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 you must disclose all unprotected unspent and spent cautions and convictions. Further details on what convictions must be declared can be found in the Governments Guidance on the Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975.You can find out more about our policy on recruitment of ex-offendershere.
If you are offered this position, Rocksteady will ask you to complete an enhanced DBS check with a children's barred list check.
It is an offence for an individual who has been barred from working with children to apply for regulated activity. Providing false information is also an offence and could result in the rejection of the applicant, summarily dismissal if selected, and possible referral to the police.
Rocksteady Music School is an equal opportunity employer. We are committed to the fair treatment of staff, potential staff, and of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability, or offending background.
To find out more about Rocksteady, check out our websitewww.rocksteadymusicschool.com
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