Posted: 4h ago
The role
Can you imagine a world without music? Neither can we. Key Details Start date – 3rd August 2026 Training - 3 weeks of classroom-based training from 9am to 5pm at our offices in Leicester city centre Hybrid working - Once you are competent in the role you will benefit from the balance of hybrid working, working 3 days a week in our modern office environment and 2 days a week working from home Shift pattern - Monday to Friday, rotational shifts from 8am to 6pm To manage a high volume of Key Accounts through inbound and outbound contact (telephone and e-mail), providing an efficient customer centric service that supports customer retention, revenue generation and growth.What you will be doing To be knowledgeable to accurately apply PRS for music, PPL & VPL tariffs which form ‘The Music Licence’ Confidently & efficiently undertake inbound and outbound calls, applying knowledge that leads to accurate licensing through the review of the customers’ account, always following quality and compliance standards. Confidently and efficiently undertake inbound calls and outbound calls that delivers an effective first time resolution to customer queries To respond to e-mail correspondence in relation to customer account amendments and queries in a timely, effective and efficient manner Accurately record customer information in the CRM system, following quality and compliance standards. Ability to problem solve customer queries & identify when an escalation is required following escalation processes where necessary Achieve all agreed key performance indicators To have the appropriate level of understanding in relation to Music Licensing and Copyright that ensures accurate information is shared with customers, and licensing is applied in accordance with the ‘Licencing Operations Guide’ To gain the most efficient payment solution for both PPL PRS and the customer To undertake other tasks as reasonably requested ?You will have Essential Competent in using Microsoft Office, Word, Excel, Outlook, Teams Minimum GCSE's grades 4 or above in English and Maths. Written and verbal proficiency in English Language Experience of dealing with customers, either face to face or by telephone Desirable Worked in a contact centre environment & prior sales experience
