Customer Service Adviser

Job content

PPL PRS is a joint venture between PPL and PRS for Music, dedicated to providing the best music licensing experience in the world.

At PPL PRS, we are passionate about people and music. We love to make sure singer-songwriters and performers are fairly rewarded for their hard work. We are transforming music licensing in the UK with the launch of TheMusicLicence.

We are a diverse, vibrant, and collaborative company that aim to give back to our Musicians & Artists. All of our departments work closely together across the business with one goal in mind and we are always expanding.

Overview

We are now looking for Contact Centre Advisers to join us and be part of our passionate and dedicated team! Do you love people and music? So do we! This role combines the both as you speak with our licencees on a daily basis with multiple queries about the Music License. The main purpose of the role is to provide an efficient customer focused service through a variety of contact channels, resolving queries and complaints.The team are diverse, driven and bubbly and the office prides itself on being one of the most chic and modern in the heart of Leicester. If you are looking for a role where you can be your outgoing self and work with lovely people who all have a passion for music then this could be the place for you. If you thrive on delivering that first class customer experience then keep on reading...

What’s in it for you?

Brilliant Pension Scheme

Mental Health First Aiders

25 Days Holiday + Bank Holidays

Cycle to Work Scheme

Discounts off Highstreet shops, Restaurants and Gyms

£120 Music voucher to spend on any music related purchase

Eyecare Vouchers

Public Transport Discount

Health Cash Plan

Working hours

37.5 hours to be worked Monday - Friday 8am- 6pm

We want you to...

Proactively manage customer contact through a variety of channels (telephone, email, live chat and whitemail) and respond to queries and complaints within agreed SLAs

Set and complete appropriate tasks and maintain comprehensive notes relating to customer accounts

Deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded

Educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions

Work co-operatively and supportively with other teams in order to ensure the customer experience is positive

Raise, amend invoices, credit notes and refunds as required ensuring accurate tariff information is applied to all customer accounts

Develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law

You will have...

Experience using Microsoft Office – Word, Excel, PowerPoint and Outlook

Good verbal communication including a good telephone manner

Experience of copyright or licensing in a structured environment desirable

Experience dealing with first line complaints

You will be...

Negotiation Proactive

A great communicator

Influential and Persuasive

Results driven

A team player

Attentive to detail

Highly organised

Job Type: Full-time