Who are PPL?
As a leading licensing business at the heart of the UK’s music industry, PPL ensures those who invest their time, talent and money to make recorded music are compensated and recognised when their music is used by businesses or broadcast on TV, radio or online. Based in Soho our committed, passionate and dynamic culture will embrace your career withPPL as you help support our business as we deliver to our customers.
What you’ll be doing…
We’re on the lookout for 2 amazing Membership Specialist to be a part of Member Services Contact Centre team on a 3 month fixed term contract, to provide first-class front-line customer service to our Performer and Recording Rightsholder members in order to help them maximise their PPL revenue and manage their rights effectively.
This diverse and fast-paced role involves taking inbound calls from members, responding to member emails, and carrying out various related administrative duties such as running and analysing payment reports, handling complex and ongoing cases, liaising with the Repertoire, International and account management teams, and educating our members in how PPL Member Services works for them.
Key responsibilities include, but are not limited to:
- Providing excellent customer service to performers and record companies, by handling day to day queries in a professional and helpful manner.
- Accurately respond to all member queries received and keeping a log of all queries.
- Driving improvements and initiative to improve augmenting, researching and contacting data quality for our members.
- Complying with PPL Data Policy and procedures to ensure that member records are accurately maintained within Salesforce
- Dealing with queries regarding member accounts, repertoire or payments.
- Attending and representing PPL at professional industry events
- Process high volumes of transactions and queries.
What you’ll need…
The ideal candidate will have previous experience in a complex, high volume contact centre/call centre environment role, dealing with high call volumes of complex queries. They will be highly customer service orientated as this role will involve dealing with a range of queries from internal and external stakeholders.
The successful candidate will have:
- Minimum two years’ experience in a contact centre /call centre environment
- Excellent demonstrable customer service skills
- Previous experience with databases and understanding of a customer relationship system
- Self-motivated individual willing to go the extra mile
- Strong administrative skills with good working knowledge of MS Office packages, preferably advanced excel skills.
- Efficient and accurate data inputting skills
- Excellent communication skills with the ability to influence and persuade.
What we can offer you…
This role provides further opportunities to learn and develop an extensive knowledge of Member Services and the broader 'money out' side of the business, and is an excellent entry point for applicants keen to work within Member Services or the 'money out' side of PPL at large.
We offer our employees a fun and highly spirted working environment with great people to work with so if you have the hunger to learn and grow, and provide first class customer service to ensure we deliver the best service to our customers then you're set for good things with PPL!
