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Client Services Account Manager

2 months ago

Leicester, Leicester, United Kingdom PPL PRS Full time

Job Summary:

PPL PRS is seeking a highly skilled Client Services Account Manager to join our team. As a key member of our organization, you will be responsible for managing high-value key accounts with a degree of complexity.

Key Responsibilities:

  • To be knowledgeable about and accurately apply PRS for music, PPL & VPL tariffs which form 'The Music Licence'
  • Confidently and efficiently undertake face-to-face customer meetings, handle customer interactions, and apply knowledge that leads to accurate licensing through the review of the customers' account, always following quality and compliance standards
  • To undertake research that supports accurate licensing and provide effective solutions to customer queries
  • Confidently and efficiently respond to customer interactions that deliver an effective first-time resolution to customer queries
  • To respond to customer correspondence in relation to account amendments and queries in a timely, effective, and efficient manner
  • Accurately record customer information in the CRM system, following quality and compliance standards
  • Ability to problem-solve customer queries and identify when an escalation is required, following escalation processes where necessary
  • Achieve all agreed key performance indicators
  • To have the appropriate level of understanding in relation to Music Licensing and Copyright that ensures accurate information is shared with customers, and licensing is applied in accordance with the 'Licensing Operations Guide'
  • To gain the most efficient payment solution for both PPL PRS and the customer, alongside following up with the customer when payment is outstanding
  • To undertake other tasks as reasonably requested

Requirements:

  • Worked in a contact centre environment and prior sales experience
  • Competent in using Microsoft Office, Word, Excel, Outlook, and Teams
  • Good verbal and written communication skills
  • Experience of holding business-to-business face-to-face meetings
  • Experience of Account Management
  • Good problem-solving skills
  • Confident with objection handling
  • Telephony skills (inbound and outbound)
  • Ability to work to targets
  • To be able to identify and build on sales opportunities
  • Be able to deliver sales through service
  • Ability to work well as part of a team
  • Works effectively in a hybrid environment
  • Have good attention to detail
  • Ability to build rapport with customers

PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.