The Vacancy
We have an exciting opportunity for a Customer Support Advisor to join the New Business Management Team on a permanent basis. You will be responsible for providing an efficient customer-focused service dealing with existing customer account queries.
* Training: All roles will begin with 3 weeks of classroom-based training from 9am to 5pm at our offices in central Leicester.
* Following completion of training and on-the-job training, this will move to a hybrid working pattern working 3 days a week from our modern office space and 2 days a week working from home.
* Working pattern: rotational shift pattern Monday to Friday, 8am to 6pm.
Key Tasks & Responsibilities
* Proactively manage customer contact through a variety of channels (telephone, email, and whitemail) and respond to queries and complaints within agreed SLAs. This will include:
* Reviewing and categorising queries and complaints.
* Checking against the knowledge base for appropriate responses to customer queries.
* Verifying and gathering additional customer information.
* Providing resolution at the first point of contact (call, live chat, etc.), where possible.
* Escalating queries and complaints, agreeing methods of contact and providing timescales of resolution, where immediate resolution is not possible.
* Logging cases and notifying customers.
* Taking ownership of customer issues and ensuring resolution.
* Set and complete appropriate tasks and maintain comprehensive notes relating to customer accounts.
* Confidently and 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.
* Use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases.
* 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.
* Demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers.
* Raise, amend invoices, credit notes, and refunds as required ensuring accurate tariff information is applied to all customer accounts.
Qualifications & Experience
* Educated to at least A Level standard.
* Experience of using Microsoft Office – Word, Excel, PowerPoint, and Outlook.
* Experience within a call centre or highly audited/monitored environment.
* A minimum of 1-2 years’ experience in a similar role.
* Good verbal communication including a good telephone manner.
* Experience of copyright or licensing in a structured environment desirable.
* Experience of invoicing and date-sensitive account management.
* Experience dealing with first line complaints.
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
Job Type: Full-time
Pay: £22,308.00 per year
Additional pay:
* Bonus scheme.
Benefits:
* Casual dress.
* Company events.
* Company pension.
* Cycle to work scheme.
* Discounted or free food.
* Employee discount.
* Free flu jabs.
* Health & wellbeing programme.
* Life insurance.
* Paid volunteer time.
* Referral programme.
* Sick pay.
* Store discount.
* Work from home.
Schedule:
* Day shift.
* Monday to Friday.
* No weekends.
Experience:
* Customer service: 1 year (required).
Work Location: Hybrid remote in Leicester LE1.
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