Customer Support

3 weeks ago

London, United Kingdom ICE International Copyright Enterprise Germany GmbH Full time

**ICE and its Role in the Music Industry**:
ICE is a purpose-driven organisation, founded by rightsholders, for rightsholders.
We exist to support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally.
We operate at the exciting intersection of technology, music, and data. Since our 2010 launch, we have paid billions to rightsholders through deep expertise in Copyright, Processing and Licensing.
Our collaboration with stakeholders across the industry delivers best practice, new processes & innovative solutions for better royalty flows.
Strategic investment in technology enables us to process trillions of streams, to deliver the maximum revenue for rightsholders.

**About the Role**:
In the Customer Support role, you will provide administrative and operational support to our biggest Publisher customers within the Customer Experience department.

This will involve contributing to various administration processes and tasks, to support internal ICE colleagues and external customers to ensure services are delivered as expected and KPIs are met.

**Key Responsibilities**:

- Supporting the Customer Relationship Managers in the professional delivery of high-quality services and communications to ICE’s customers, both internally and externally.
- Assisting with the provision of reports, presentations and any day-to-day matters as required by the managers and/or customers.
- Assisting in responding to customer enquiries, providing direct correspondence as required.
- Providing support in the monitoring of ICE’s performance against customer contracts and SLAs.
- Providing cover for key roles in cases of absence where required.
- Collating, maintaining and circulating information about ICE customers and services to ensure all internal stakeholders are kept updated.
- Identifying opportunities for continuous improvement of procedures and service levels and influencing the transformational work streams.
- Attending and supporting internal and external meetings with minute taking, action tracking, and communications regarding meeting outcomes and follow-ups.
- Creating and keeping up-to-date process documentation.
- Providing administrative support for the maintenance and upkeep of documentation libraries, ICE systems and the Intranet.
- Identifying potential problems that could affect customers and services and assisting in the prevention of these where possible.

**Requirements and Qualifications**:

- Highly numerate and organised with excellent attention to detail.
- Technical proficiency and aptitude with computer software, including an excellent understanding of Microsoft Office programs (inc. good knowledge of Excel)
- Strong interpersonal, communication and influencing skills.
- Flexible and willing to accept change as a natural consequence of a rapidly evolving business.
- Self-motivated and driven to achieve and overcome barriers.
- Proven experience in first-class customer service internally and externally.
- The ability to absorb and analyse significant amounts of information and then tailor the means of delivery, the language and format for a wide mix of audiences.
- Collaborative outlook and problem solver with proven judgement and decision-making skills.
- Ability to manage commercially sensitive and confidential information with total discretion, tact and diplomacy.
- Ability to work in a fast-paced, complex, and rapidly growing/changing work environment; proven organisation and prioritisation skills.
- Ability to build positive relationships with partners and stakeholders, with strong networking skills and the ability to convince through personal credibility.

**What we offer**:

- Competitive local benefits based on your location
- We promote flexible working regarding time and place
- Both mental and physical health initiatives
- Corporate pension scheme
- Comprehensive training and development opportunities
- Industry insider events, team socials and company events
- Enhanced holiday allowance

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