Client Services Account Manager

TN United Kingdom; Leicester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a Client Services Account Manager to oversee high-value Key Accounts. This engaging role involves managing customer interactions through various channels, ensuring compliance with licensing standards, and delivering exceptional customer service. With a blend of hybrid working, you will enjoy the flexibility of working from home and in a modern office environment. If you have a passion for music and a knack for problem-solving, this position offers a fantastic opportunity to grow your career in a dynamic and supportive setting.

Qualifications

• Minimum GCSEs grade 4 or above in English and Maths.
• Experience in Account Management and contact centre environments.

Responsibilities

• Manage high-value Key Accounts with face-to-face and remote contact.
• Ensure accurate licensing and compliance with quality standards.

Skills

Customer Service

Account Management

Communication Skills

Problem Solving

Education

GCSEs in English and Maths

Tools

CRM System

Job description

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.