Low Value Reviews Team Manager, Customer Service Team Manager

15 Jul 2017
20 Jul 2017
PPL PRS Ltd aims to provide the best music licensing experience in the world by keeping things simple for our customers. We’re here to ensure creators and performers are fairly rewarded for their work. PPL PRS is a new joint venture between two of the biggest players in UK music licensing- PPL and PRS for Music. We’ve joined forces to make it easier for our customers to obtain a music licence for the playing or performance of music in public. You’ll find that same collaborative spirit everywhere in our organisation. We are a genuine team, working together, looking out for each other and, most importantly of all, united for music. The role As the Low value reviews team manager, customer service team manager your purpose is to manage, lead and motivate a team of people, optimising individuals and team performance, maximising revenues and increasing licence penetration whilst delivering excellent customer service. Key accountabilities You will take responsibility in implementing guidance and training so that team members are effectively ensuring that customers are licensed under the appropriate tariff minimising errors, that customer complaints are in line with the complaints process and adhering to the code of conduct. You will take responsibility to lead, manage and motivate Review and Customer Service teams to provide the best service possible to customers, whilst continuously meeting and exceeding targets. You will manage the communication across the teams and other internal departments using a variety of channels to give consistent information, seek ideas and views about process improvements and general issues. You will represent the company to internal and external parties. You will be proactive by making key decisions through the analysis of performance, whilst demonstrating your business expertise to contribute to the continuous improvements of the licensing processes. Skills & experience The successful candidate will be educated to degree standard (or equivalent) or experienced to that level. Have at least 2-3 years’ experience in a customer facing role, with experience of working in a management role in a contact centre environment, overseeing the recruitment process, induction through to performance management and succession planning. You will have experience in managing complaints and resource planning. Benefits Offering a salary between £22k-£25K you will also receive an excellent bonus package including Child Care Vouchers, Gym membership at a corporate monthly membership rate with PureGym, Pension Scheme - with a maximum employer contribution of 9%, Annual Leave of 25 days holiday on top of the 8 UK Bank Holidays, Group Income Protection benefit which provides a proportion of salary payable during periods of long-term sick due to illness or injury, Employee Assistance Programme – 24/7 helpline and online, Life Assurance of 4 x your annual salary and Simplyhealth Cash Plan Gives you access to a qualified counsellor over the phone or face to face . Other If you’re a determined individual who takes pleasure in providing quality customer service, solving problems and seeing projects through to completion, you’re probably the kind of person we need. And if you enjoy working in a team, all the better. Passionate about music too? Now you’re really talking our language. And if you happen to think logically, get to the point fast and like to have a laugh along the way, come in, sit down and tell us why you think you’d fit right in. This job was originally posted as www.totaljobs.com/job/74636090