Client Services Advisor

PPL PRS Ltd; Leicester; Hybrid; GBP 18,000 - 23,000; Full time

Benefits offered by this job

3 weeks training

Hybrid working

Leicester office

Job summary

PPL PRS Ltd in Leicester is seeking a motivated Customer Service Advisor to support music licensing inquiries via phone and email. You will ensure accurate licensing and respond promptly to customer queries while following quality and compliance standards.

The role includes 3 weeks of classroom training, a hybrid working pattern (3 days in the office, 2 at home), and a Monday to Friday shift from 8am to 6pm. Previous contact centre experience is a plus.

Qualifications

• GCSEs (English and Maths) with grade 4 or above.
• Written and verbal proficiency in English.
• Experience dealing with customers face-to-face or by telephone.
• Experience in a contact centre and prior sales experience.

Responsibilities

• Handle inbound and outbound calls and emails to deliver licensing information.
• Apply PRS for Music, PPL & VPL tariffs and ensure accurate licensing.
• Record and update customer information in the CRM system.
• Achieve all agreed key performance indicators and maintain quality standards.

Skills

Customer service

Telephone skills

English proficiency

Education

GCSEs (English & Maths)

Tools

CRM software

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