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Customer Service Team Manager

Posted 5 December 2017 by Hays Specialist Recruitment Limited Ended

NEW: Customer Service Team Manager role for an exciting new joint venture in Leicester City

Your new company
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

Your new role
As the Customer Services 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.

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.

What you'll need to succeed
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.
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.

What you'll get in return
Your payslip is not the only part of the package. As well as offering a competitive salary of circa £25k we also have some great additional perks. Working for us should be enjoyable and fulfilling and we want to maximise your potential; this is why we will invest in your personal and professional development to nurture your ambitions and reward performance.

*Discretionary company bonus of up to 5%
*30% off yearly membership rate supplied by Puregym
*A fantastic 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
*24/7 helpline and online support through an Employee Assistance Programme
*Simplyhealth Cash Plan which provides you with money back towards the cost of looking after your health and wellbeing
*Discounted rates on Public Transport (Bus and Train travel)
*Life Assurance of 4 x your annual salary
*Childcare vouchers
*Eyecare vouchers
*£120 annual music voucher

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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Reference: 33960297

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