Customer Service Advisor
Salary: $65,000 Base Salary + Superannuation
Job Type: Full-Time, Permanent, Onsite in our St Leonards office
Location: St Leonards, NSW
Rocksteady Music School is looking for upbeat, people-loving go-getters who believe in the power of music.
About Us
Rocksteady Music School is a leading global provider of in-school rock and pop band lessons. Operating in over 4000 schools and teaching over 125,000 children worldwide, we’ve now launched in NSW and are building our team locally to deliver our award-winning lessons.
Our model is designed to do more than teach instrumental skills. Through weekly band lessons, we help students build confidence, resilience, teamwork, and wellbeing. We keep growing because we believe deeply in the life-changing power of music. And we're growing fast.
About the Role
As a Customer Service Adviser, you’ll be at the heart of our customer experience, supporting parents and guardians with everything from enquiries to enrolments. This is a fast-paced, people-focused role where no two days are the same. You’ll be the friendly, knowledgeable voice of Rocksteady, helping families access our music programs while ensuring every interaction is smooth, positive, and professional.
What You'll Be Doing
- Deliver efficient, high-quality customer service across multiple channels, including phone (inbound and outbound), email, live chat, and social media.
- Support parents with enquiries, enrolments, and general questions about our programmes.
- Maintain a strong understanding of Rocksteady’s services and confidently communicate the benefits to customers.
- Focus on first-time resolution, ensuring we are easy to do business with.
- Investigate customer queries and collaborate with internal teams to provide the right solutions.
- Accurately navigate internal systems and record customer interactions.
- Handle and resolve complaints professionally and empathetically.
- Work towards monthly KPIs and SLAs, including quality, customer satisfaction, productivity, and resolution rates.
- This role may also involve supporting wider administrative and operational tasks as required in a small, fast-paced business.
What You'll Bring
You’ll thrive in this role if you are:
- Passionate about people, with a genuine commitment to putting customers first.
- Experienced in managing customer interactions across multiple channels (Zendesk experience is a bonus, not essential).
- Comfortable working in a fast-paced environment and able to prioritise effectively.
- A clear and confident communicator, both written and verbal.
- Professional with an exceptional telephone manner.
- Highly organised, detail-oriented, and accurate in your work.
- Resilient and capable of handling challenging conversations with empathy and professionalism.
- Positive, proactive, and a strong team player.
Benefits
- Full-time permanent position, 38 hours per week, Monday to Friday daytime hours
- 28 days of annual leave + public holidays
- Annual salary + company bonus of up to $3000
- Personal development opportunities and ongoing coaching
- Enhanced Parental Leave
- Celebratory staff away-days, regular social events and Christmas celebrations
- Be part of something bigger: helping bring music education to children across Australia
- Opportunities to work with Rocksteady Foundation, reaching children and young people in charities and support groups.
Every once in a while, you get the chance to be part of something really special. When you join Rocksteady, you know immediately that you’ve found it. We might be growing fast but we pay special attention to protecting our unique working culture and ensuring everyone feels comfortable to be themselves at work. We look out for each other, welcome new colleagues as friends and stay true to our small-company roots; rolling up our sleeves if a job needs doing, solving problems together and, most importantly, always putting the children first. Likeminded people are joining us and we’re reaching more and more children with our lessons every week. We keep growing because we’re driven by our passion for the life-changing nature of music.
Join us and use your skills for good.
Your Passion. Their Future.
Rocksteady Music School is committed to providing children and young people with an environment which promotes and protects their health, safety and wellbeing at all times. Please visit our website to review our Child Safety policies.
This role is classified as child-related work and requires a valid Working with Children Check (WWCC) clearance prior to commencement of employment.
Rocksteady Music School is an equal opportunity employer.
To find out more, check out our website www.rocksteadymusicschool.com.au
Ready to Apply?
We appreciate that previous experience doesn't always tell the full story. If this role sounds like you, don't rule yourself out. Apply now. We'd love to get to know you.
Rocksteady Music School is a leading global provider of rock and pop band lessons in primary schools. Operating in thousands of schools and teaching over 125,000 children worldwide.
Rocksteady’s model is designed to do more than teach instrumental skills. It helps students build confidence, teamwork, resilience, and wellbeing—through weekly in-school rock and pop band lessons delivered by professionally trained, multi-instrumental musicians.
