Job Description
Can you imagine a world without music? Neither can we.
* 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 a balance of hybrid working, working 3 days a week in our modern office environment and 2 days a week from home.
* Shift pattern - Monday to Friday, rotational shifts from 8am to 6pm.
The main purpose of the role of a Client Services Account Manager is to manage high-value Key Accounts with a degree of complexity through face-to-face, inbound, and outbound contact (telephone and email), providing an efficient customer-centric service that supports customer retention, revenue generation, and growth.
What you will be doing
* Accurately apply PRS for music, PPL & VPL tariffs which form ‘The Music Licence’.
* Confidently undertake face-to-face customer meetings, handle inbound and outbound calls, and review customer accounts to ensure accurate licensing, always following quality and compliance standards.
* Conduct research to support accurate licensing.
* Respond effectively to customer interactions, delivering first-time resolution to queries.
* Respond to email correspondence regarding customer account amendments and queries promptly and efficiently.
* Record customer information accurately in the CRM system, following quality and compliance standards.
* Problem-solve customer queries and escalate issues when necessary following escalation procedures.
* Achieve all key performance indicators.
* Maintain an understanding of Music Licensing and Copyright to ensure accurate information sharing and licensing application according to the ‘Licensing Operations Guide’.
* Identify the most efficient payment solutions for both PPL PRS and customers, following up on outstanding payments.
* Undertake other tasks as reasonably requested.
You will be
* Minimum GCSEs grade 4 or above in English and Maths.
* Proficiency in written and spoken English.
* Experience in conducting face-to-face business meetings.
* Experience in Account Management.
* Experience working in a contact centre environment.
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
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