Working Hours: 35 hours per week with hybrid working and flexible shift patterns available between 08:00 and 17:00, Monday-Friday.
Salary Range: £25,600.00 to £30,607.50 per annum
Starting Salary: £25,600.00 per annum (£14.03 per hour).
To the best of our ability, we will provide IT equipment to allow for hybrid working but you will require access to a suitable broadband connection.
Based in the rapidly growing technology service hub of Belfast, Northern Ireland, we look after high volumes of media data for producers, broadcasters, copyright societies, publishers, and online platforms.
We offer a range of benefits to our colleagues including:
1. Hybrid working opportunities allowing for both office and remote working.
2. Office attendance from 1 day per week under hybrid working.
3. Flexible full-time shift patterns between the hours of 08:00 and 17:00, Monday to Friday.
4. Annual leave increases with service length.
5. Employee Assistance Programme, in conjunction with Inspire Workplace, giving all employees free access to a range of mental health support services.
6. Learning and development opportunities.
7. Access to our corporate private health care plan with Vitality Health Insurance.
8. Social interaction to promote a healthy life/work balance.
Job Purpose
To develop and maintain excellent levels of communication with company clients and to keep management informed of all prominent changes with client accounts. This role includes general administrative duties, people management, key account management, and face-to-face contact with both internal and external clients which will involve both international and domestic travelling on a regular basis.
Role Summary
It is expected that the person in this role will develop an acceptable level of music and copyright society-based knowledge with a sound understanding of the purpose & function that On Music Ltd plays in the industry. The role involves working with a range of clients including distributors, production companies, and music publishers who use the organisation's proprietary broadcast tracking and music cue sheet system. The successful candidate will need a strong understanding of systems and will be responsible for closely collaborating with IT to ensure the accurate and timely loading of supplier data files.
The role requires confidence with the ability to deal with all levels of client personnel, working internally with teams to ensure the delivery of the Company’s services in line with service level agreements. The individual will have an aptitude to establish, familiarise, maintain, and build strong working relationships with good communication, social, and interactive skills. A proactive approach to managing client relationships, along with attention to detail in processing and maintaining data integrity, is essential.
Key Responsibilities:
Client Management:
1. Liaise with all clients as directed, building and maintaining relationships with key individuals within customer companies.
2. Work internally with Team Leads to ensure delivery of contractual obligations to clients and a service of the highest quality.
3. Ensure the achievement of client KPIs as agreed by Senior Operations Management.
4. Escalate and resolve areas of concern as raised by clients.
5. Analyse, update and refine monthly service reports, highlighting to Senior Operations Management any variances, patterns, and trends. Suggest and implement changes to reflect modern business analytics utilising Office 365.
6. Schedule and attend regular client meetings to discuss levels of service, current issues, and identifying the potential for upselling. Ensuring that accurate notes containing action points, as required, are created and circulated to relevant parties.
7. Have an in-depth knowledge of the service each client is provided with by the Company.
8. Understand and have a good level of knowledge across all systems used both internally and client-owned.
9. Develop a working knowledge of music copyright within the media industry.
Account Management:
1. Work with the Senior Operations Management team to coordinate service level agreements, statement of works and all addendums to frameworks with clients. Ensuring these are in place for every service carried out and are updated in line with renewal dates.
2. Manage the invoicing process for all customers in care.
3. Optimise resource allocation for each service by analysing resource costs to revenue received from client companies.
General:
1. Liaise as required with the Business Services department to arrange and account for all travel and expenses.
2. Be wholly responsible for direct reports in your care providing pastoral support and mentorship where appropriate.
3. Collaborate, cooperate, and consult with colleagues within the matrix of the operational team.
4. To liaise with the HR team in relation to staff under your supervision for holiday, sick and TOIL and all office issues arising.
5. To adhere to the terms, conditions, and good practices of the company within the Company’s Handbook.
6. To maintain good working relationships and cooperate with your co-workers as should be expected as standard work practice.
7. To attend client’s premises or other sites as required by management.
8. Any other duties, within reason and capability as agreed with the Managing Director.
9. To be of general assistance to the Operations Manager and the general day-to-day running of the Company.
PERSON SPECIFICATION
Experience:
1. 2 years proven track record in client services / account management.
2. Experience in a client-facing role.
Knowledge / Skills:
1. Excellent verbal and written communication skills including the ability to articulate clearly difficult messages.
2. Strong interpersonal skills including an ability to build rapport with customers.
3. High degree of computer literacy including use of Microsoft Office.
4. Ability to work flexibly to meet the needs of the business.
5. Preference for working with small collaborative teams with minimal direct supervision.
6. Problem Solver – uses reasoning, experience, and information to hand to creatively solve issues.
7. Excellent decision-making skills with the ability to plan and strategise.
8. A keen attention to detail in relation to planning and financial management.
9. Qualification in Account Management, Business, Marketing or related discipline.
10. Knowledge of broadcast media industry and/or music copyright societies would be advantageous.
APPLICATION INSTRUCTIONS
The application pack and form can be downloaded below. Alternatively, please visit http://www.on-music.tv/careers
The closing date for receipt of completed applications is Tuesday 19th November 2024 at 12 Noon.
Shortlisting and interviews will take place as soon as practicably possible after the closing date.
The successful applicants will start in the position as soon as possible after completion of interviews and with appropriate consideration given to notice periods.
Please note, interviews may take place virtually via video call.
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