Operations and Student Experience Lead

Location: Fully remote or hybrid (up to 50% on-site in Greenwich, London)
Hours: Full-time (37.5 hours per week) – job share or part-time considered
Application deadline: Applications reviewed on a rolling basis; early applications encouraged
Start date: As soon as possible

About the role

We’re looking for a calm, organised and proactive person to lead our student services and operations at Greenwich Music School.

You’ll be the key support role in a small, dynamic team—handling enquiries, scheduling lessons, coordinating student journeys, and helping improve the systems that support our work. This role blends people-facing service with behind-the-scenes structure and efficiency, all in support of high-quality, accessible music education.

You’ll be the only dedicated operations and student services team member, working closely with the co-founders (the CEO and Principal). There’s no wider admin team—so this is a role with real responsibility, variety, and scope to shape how things work. You’ll need to be comfortable working independently, making decisions, and managing your own workload, while staying closely aligned with our values and priorities.

It’s a great fit for someone who enjoys figuring things out, building processes from scratch, and improving how things work. You’ll need strong judgement, attention to detail, and the ability to keep calm in a changing environment. While the role involves plenty of day-to-day admin, it’s also an opportunity to shape how things work and improve them over time.

We admire the “manager of one” mindset (from 37signals)—someone who takes ownership of their work, communicates clearly, and doesn’t wait to be told what to do next.
 

Key responsibilities

    •    Be the first point of contact for new and enrolled student and parent enquiries
    •    Schedule and manage termly lesson timetables across programmes
    •    Coordinate teacher availability, room bookings and scheduling changes
    •    Support systems for enrolments, cancellations, bursaries and SEND provision
    •    Maintain accurate records in our CRM and shared platforms
    •    Help develop templates, workflows and processes that save time and improve experience
    •    Support adoption of new tech (e.g. ticketing tools, AI, automation features)
    •    Assist with concert and event logistics (in-person if local)
    •    Act as first aider and safeguarding contact (training provided)
 

About you

You’ll thrive in this role if you are:

    •    A confident generalist who enjoys juggling priorities and figuring things out
    •    Calm, clear and professional in communication, both written and verbal
    •    Comfortable with some mess, uncertainty and building-as-you-go
    •    Thoughtful about what’s worth spending time on, and what can be templated or automated
    •    Friendly, responsible and aligned with our values of creativity, positivity, quality and respect
    •    Curious and capable with new tools – not necessarily an expert, but willing to learn
    •    Able to work independently and take ownership of your work
    •    Available on Mondays, to follow up on weekend enquiries
 

Why join us?

    •    Be part of a small, forward-thinking team making a meaningful impact
    •    Work flexibly, with remote and hybrid options
    •    Help shape the systems and experience behind high-quality music education
    •    Take ownership and contribute to something growing and evolving
    •    Training and support provided (including safeguarding and first aid)