Client Services Account Manager

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

To manage high value Key Accounts with a degree of complexity through face to face, 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’
• Confidently & efficiently undertake face to face customer meetings, handle 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 undertake research that supports accurate licensing
• Confidently and efficiently respond to customer interactions that delivers 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
• Accurately record customer information in the CRM system, following quality and compliance standards.
• Ability to problem solve customer queries & 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 ‘Licencing 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

You will have

• Minimum GCSE’s grades 4 or above in English and Maths.
• Written and verbal proficiency in English Language
• Experience of holding business to business face to face meetings
• Experience of Account Management
• Worked in a contact centre environment & prior sales experience

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!

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