Client Services Team Manager
Client Services Team Manager
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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 teams 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
The Company
If you play or perform music in your business you will usually need TheMusicLicence and thats 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.
Who we are
If a business plays or performs music in their business they will usually need TheMusicLicence and thats where we come in. TheMusicLicence from PPL PRS allows businesses to legally play music in their 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.
By joining us youll be part of a team thats genuinely passionate about music and people. Since we started in 2018 weve grown massively but we still have big ambitions. Were looking for top talent full of fresh ideas and new perspectives to make a difference and help us grow even more.
We offer hybrid working in our modern office in the heart of Leicester along with a competitive benefits package. Visit to find out more.
PPLPRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
The benefits you will have
Documents
Required Experience:
Manager
Employment Type
Full-Time
