Client Services Advisor

Ppl Prs; East Midlands; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Hybrid working

Training provided

Job summary

PPL PRS in Leicester is seeking a customer-driven contact centre agent to support Key Accounts with inbound and outbound calls and emails, ensuring accurate licensing guidance and high service levels.

You will learn the Music Licensing operations through a 3-week classroom training at our Leicester offices, then work in a hybrid pattern, three days in the office and two days from home, across Monday to Friday shifts.

Qualifications

• GCSE English and Maths (minimum) required.
• Experience of dealing with customers, by phone or in person.
• Previous contact centre and sales experience is desirable.

Responsibilities

• Handle inbound and outbound calls to manage licensing accounts.
• Process emails and update customer records in the CRM.
• Aim for first-contact resolution and achieve KPIs.
• Provide accurate licensing information per guidelines.

Skills

Customer service

Telephone experience

Sales experience

Education

GCSE English

GCSE Maths

Tools

CRM system

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 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

• 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
• Worked in a contact centre environment & prior sales experience