Position: School Relationship Coordinator
Hours: 35 hours per week, Monday to Friday (8 hours/day with 1-hour lunch)
Salary: £30 000.00 per Annum
Holiday: 25 days + Bank Holidays
Location: Primarily based in Farnborough, Hampshire; some national travel required
About the Role:
The School Relationship Coordinator plays a central role in developing long-term, positive relationships with our partner schools. Reporting to the Head of quality & Innovation the role combines proactive relationship-building, strategic support, and data-informed decision-making to improve school satisfaction, drive retention, and identify growth opportunities.
Key Responsibilities
1. Relationship Management
* Build and maintain strong, trust-based relationships with key school stakeholders
* Conduct regular multi-level check-ins to promote satisfaction and surface opportunities
* Respond to school queries and issues in collaboration with Operations and Customer Experience teams
* Support retention goals by addressing concerns and identifying early warning signs of dissatisfaction
* Work with the Education team to ensure smooth delivery of the iRock program and share feedback for continuous improvement
* Use NPS and qualitative feedback to identify at-risk schools and implement proactive engagement strategies
* Act as the primary point of contact for onboarding and at-risk schools.
2. Customer Lifecycle Management
a. Onboarding
* Welcome new partner schools with personalised messages and structured onboarding
* Coordinate internal handovers to ensure Band Coaches, Area Managers, and Marketing have all the necessary school information
* Send Band Coach profiles and help facilitate their introduction at schools
* Monitor the first 12 weeks of a new school’s journey and conduct early check-ins.
b. Spotting and Managing Risks
* Track weekly school engagement data (e.g., drops in subscriptions)
* Update schools promptly on staff changes and provide personalised transition messaging
* Follow up mid-term and end-of-term to ensure satisfaction post-change
* Support the Operations team in proactively managing lesson disruptions, cancellations, or logistical shifts
* Respond to feedback or complaints with documented action plans and internal coordination
* Track long-term requests (e.g. slot changes) and provide progress updates
c. Schools Leaving
* Engage schools expressing dissatisfaction to explore options for retention
* If offboarding is required, coordinate communications, gather feedback, and confirm lesson end dates
* Ensure accurate documentation of exit reasons and internal debriefing for future learning.
3. Account Development
* Identify opportunities to grow the number of iRockers and bands at existing schools
* Support sales when required to present iRock to prospective schools via sales presentations and tailored proposals
* Collaborate with Marketing on campaigns to promote upselling opportunities
* Maintain CRM records for all school interactions
* Provide regular reports on retention, account activity, and school growth potential
* Use data analysis to identify and act on growth or risk indicators.
4. Service Promotion
* Represent iRock at school events, trade shows, and education conferences.
* Support promotional campaigns designed to acquire new partner schools and deepen existing relationships.
About You
* Minimum 2 years' experience in customer service, client management, or sales.
* Proven ability to manage multiple stakeholder relationships simultaneously.
* Excellent communication, interpersonal, and organisational skills.
* Strong attention to detail and commitment to follow-through.
* Proficient in Microsoft 365 and CRM platforms.
* Experience in the education sector is advantageous but not required.
* A passion for music and education is essential.
About Us
iRock is a fast-growing organisation that brings the joy of rock and pop band lessons into schools. Co-founded by John and Josh Franklin, our in-school programmes boost confidence, creativity and social skills in thousands of children each week.
Benefits
* Health & Wellbeing: Access to funding, virtual GP, and wellness support.
* Discount Scheme: Discounts on daily purchases.
* Recognition & Rewards: Company-wide and individual bonus structures.
* Development Opportunities: Ongoing personal and professional growth support.
* Company Culture: Annual conference, staff social events, and a positive team environment.
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.
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 further information read our full iRock Recruitment Policy on our website: www.irockschool.com
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