Customer Solutions Manager (Copyright & Online Royalties)

ICE; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the music and data industry is seeking a Customer Solutions Manager to handle complex customer queries and improve processes. The role requires strong analytical skills, industry expertise, and the ability to manage investigations and provide solutions-focused support. Candidates should be motivated self-starters with excellent communication skills and a collaborative mindset. The position offers competitive benefits and flexible working options.

Benefits

Competitive benefits based on location

Flexible working options

Health and wellness initiatives

Retirement plans

Training and development opportunities

Industry events and social activities

Enhanced holiday allowance

Qualifications

• Industry or technical expertise with understanding of ICE processes.
• Experience in process optimization and issue management.
• Ability to translate customer needs into sustainable solutions.

Responsibilities

• Act as resolution point for complex customer queries.
• Use analytical approaches for thorough investigations.
• Develop and deliver reports and contribute to business intelligence dashboards.

Skills

Analytical skills

Problem-solving

Attention to detail

Communication

Interpersonal skills

Tools

Microsoft Office 365

SQL

Job description

Customer Solutions Manager (Copyright & Online Royalties)

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About ICE

ICE is a purpose-driven organization, founded by rightsholders, for rightsholders. We support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally. Operating at the intersection of technology, music, and data, we've paid billions to rightsholders since 2010 through expertise in Copyright, Processing, and Licensing. Our collaborations across the industry foster best practices, innovative solutions, and efficient royalty flows. We process trillions of streams, maximizing revenue for rightsholders, distributing over €1bn annually across platforms like Spotify, Apple, YouTube, and TikTok.

About The Role

The Customer Solutions team handles complex customer queries requiring technical or analytical expertise. This role provides solutions-focused support to resolve 'stage two' (complex) issues, aiming to improve customer experience and process resilience. Responsibilities include managing investigations, collaborating with internal teams, and developing detailed reports to prevent recurrence of issues. A strong knowledge of ICE processes, customer needs, and data skills are essential. This role does not involve people management.

Key Responsibilities

• Act as resolution point for complex customer queries and investigations.
• Use analytical and data-driven approaches to ensure thorough investigations and documentation.
• Project manage internal and external activities to deliver solutions.
• Collaborate with the Head of Complex Service Solutions to identify and implement improvements.
• Provide detailed updates to customers and internal stakeholders.
• Apply Root Cause Analysis to incidents to understand and prevent issues.
• Capture, report, and analyze incidents and solutions, including risk assessments.
• Develop and deliver reports and contribute to business intelligence dashboards.
• Support increased first-stage resolution in collaboration with Service Desk.

Requirements and Qualifications

• Industry or technical expertise with understanding of ICE processes and customer needs.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Experience in process optimization and issue management.
• Proficiency in Microsoft Office 365.
• Excellent communication and influencing skills.
• Ability to translate customer needs into sustainable solutions.
• Preferred experience includes online royalty processing, copyright administration, ticketing platforms, project management, royalty tracking, and SQL knowledge.

Person Profile

• Motivated self-starter, resilient in challenging environments.
• Conscientious, values-driven, and procedural.
• Collaborative team player with strong interpersonal skills.
• Effective communicator across stakeholder levels.
• Detail-oriented, logical, and problem-solving mindset.
• Capable of managing high workloads and adapting priorities.
• Keen learner, eager to grow within the ICE ecosystem.

What We Offer

• Competitive benefits based on location.
• Flexible working options.
• Health and wellness initiatives.
• Retirement plans.
• Training and development opportunities.
• Industry events and social activities.
• Enhanced holiday allowance.

We welcome candidates from all backgrounds and are committed to accessible recruitment processes.