Client Services Account Manager

myrepeats.com; Leicester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a Client Services Account Manager to oversee key accounts and deliver exceptional customer service. This role involves managing complex customer interactions, ensuring compliance with music licensing standards, and achieving key performance indicators. The position offers a blend of hybrid working, allowing for a balance between office and home. Ideal candidates will have strong communication skills, experience in account management, and proficiency in Microsoft Office. Join a diverse team committed to creating inclusive environments and making a significant impact in the music licensing industry.

Qualifications

• Experience in business-to-business face-to-face meetings.
• Proficient in written and verbal English communication.

Responsibilities

• Manage high-value key accounts through various customer interactions.
• Accurately apply licensing tariffs and provide customer support.

Skills

Microsoft Office

Customer Service

Account Management

Problem Solving

Communication Skills

Education

GCSE grades 4 or above in English and Maths

Tools

CRM System

Job description

Can you imagine a world without music? Neither can we.

Key Details

• Start date: 2nd June 2025
• Training: 3 weeks of classroom-based training from 9am to 5pm at our offices in Leicester city centre
• Hybrid working: Once competent in the role, benefit from a balance of hybrid working—3 days in our modern office environment and 2 days working 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

• Be knowledgeable to accurately apply PRS for Music, PPL & VPL tariffs, which form The Music Licence
• Confidently and efficiently undertake face-to-face customer meetings, handle inbound and outbound calls, applying knowledge that leads to accurate licensing through the review of the customer's account, always following quality and compliance standards
• Undertake research that supports accurate licensing
• Respond confidently and efficiently to customer interactions, delivering effective first-time resolution to queries
• Respond to email correspondence regarding 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
• Problem-solve customer queries and identify when escalation is required, following escalation processes where necessary
• Achieve all agreed key performance indicators
• Maintain an appropriate understanding of Music Licensing and Copyright to ensure accurate information sharing and licensing in accordance with the Licensing Operations Guide
• Identify the most efficient payment solutions for both PPL PRS and the customer, following up on outstanding payments
• Undertake other tasks as reasonably requested

You will be

Essential

• Competent in using Microsoft Office, Word, Excel, Outlook, Teams
• Minimum GCSE grades 4 or above in English and Maths
• Proficiency in written and verbal English
• Experience in holding business-to-business face-to-face meetings
• Experience in Account Management

Desirable

• Experience working in a contact centre environment
• Prior sales experience

PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.