Job Description

Can you imagine a world without music? Neither can we.

Key Details

The Client Services Team Manager will manage, lead and motivate a team of people, optimising individual and team performance whilst delivering excellent customer service.

What you will be doing

Service

To ensure customers are licensed under the appropriate tariff minimising errors through effective coaching and support for the team members To ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct To monitor the quality of the team's customer interactions whether verbal or written and develop actions to improve service standards To oversee licensing completed by the team to ensure accurate usage of music is declared by customers and correct tariffs are used, where appropriate To ensure the team 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 To ensure the team use objection handling and retention techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases.

Leadership

To lead the team to achieve all revenue targets and KPIs. To plan and manage the day-to-day workflow and performance of the team ensuring that targets and customer service standards are achieved and maintained. To hold regular team meetings in order to timely and effectively communicate departmental plans and targets, discuss issues and recognise success. To take responsibility for the performance management and development of direct reports including conducting 121s, setting objectives, holding performance reviews and development plans. To assist the Department Manager with effective recruitment ensuring there are correct staffing levels to undertake the required work

Other

To liaise with 3rd party partners where required To build and demonstrate business expertise and contribute to continuous improvement of licensing processes To interpret reports and management information to enable analysis of performance and decision making To monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plans Stakeholder engagement and management Attending site visits Managing portfolio with the aim for growth

?You will have

A level education or relevant work experience 2 years' experience of managing teams ideally in a call centre environment Experience of using a CRM system Ability to manage, motivate, lead, and develop others. Experience of managing complaints/escalations Experience in adopting a coaching style with others. An understanding of HR policies and procedures and performance management. A good understanding of all Microsoft Office software

If you play or perform music in your business, you will usually need TheMusicLicence and that's where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.