Client Services Advisor

6 days ago

Leicester LE, United Kingdom PPL PRS Full time £23,874 - £30,000 per year

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

Key Details

  • Start date – 5th January 2026
  • Training - 3 weeks of classroom-based training from 9am to 5pm at our offices in Leicester city centre
  • Hybrid working - Once you are competent in the role you will benefit from the balance of hybrid working, working 3 days a week in our modern office environment and 2 days a week working from home
  • Shift pattern - Monday to Friday, rotational shifts from 8am to 6pm

The main purpose of the role of a Client Services Advisor is to manage a high volume of Key Accounts through inbound and outbound contact (telephone and e-mail), providing an efficient customer centric service that supports customer retention, revenue generation and growth.

What you will be doing

  • To be knowledgeable to accurately apply PRS for music, PPL & VPL tariffs which form 'The Music Licence'
  • To 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.
  • To deliver an effective first-time resolution to customer queries
  • To respond to e-mail correspondence in relation to customer account amendments and queries in a timely, effective and efficient manner
  • To accurately record customer information in the CRM system, following quality and compliance standards.
  • To problem solve customer queries and identify when an escalation is required following escalation processes where necessary
  • To 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 'Licencing Operations Guide'

You will have

  • Previous experience within a customer service based role
  • Strong verbal and written communication skills for handling calls and emails.
  • Experience building rapport with customers.
  • Good problem solving skills with the ability to identify issues, resolve queries efficiently, and escalate when necessary.
  • Accurate data entry skills
  • Experience working with targets and deadlines.

Job Type: Full-time

Pay: £23,874.00 per year

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • Employee discount
  • Free flu jabs
  • Health & wellbeing programme
  • Life insurance
  • Paid volunteer time
  • Referral programme
  • Sick pay
  • Store discount
  • Work from home

Experience:

  • Customer service: 1 year (required)

Work Location: Hybrid remote in Leicester LE1

Expected start date: 05/01/2026

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