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Customer Support Adviser with PPL PRS
| Posting date: | 05 February 2025 |
|---|---|
| Salary: | £22,308 per year |
| Hours: | Full time |
| Closing date: | 10 February 2025 |
| Location: | LE1 1QG |
| Remote working: | On-site only |
| Company: | Leicester Employment Hub |
| Job type: | Permanent |
| Job reference: | ZS067 |
Summary
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.
Skills and Qualifications required
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
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.
Skills and Qualifications required
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