PPL PRS
Job title:
Client Services Team Manager
Company
PPL PRS
Job description
We have an exciting opportunity for a Client Services Team Manager to lead and motivate a team of people, optimising individual and team performance whilst delivering excellent customer service.You will benefit from the balance of hybrid working, working 3 days a week from our modern office environment and 2 days a week from home.Key tasks and ResponsibilitiesService
- 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 team’s customer calls and develop actions to improve service standards
- To oversee the desktop licencing audits 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 Manager with effective recruitment and replacement of employees, to ensure there are correct staffing levels to undertake the required work
Other
- To liaise with third 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
You will have:
- A level education or relevant work experience
- At least 2 years’ experience of managing teams, preferably in a contact 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
PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.If you play or perform music in your business, you will usually need TheMusicLicence and that’s 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.
Expected salary
£30000 per year
Location
Leicester
Job date
Thu, 26 Dec 2024 07:46:32 GMT
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