Customer Service Manager

Job Summary by the Career Balance Team:

A company is seeking a Customer Service Manager to lead and motivate a team, improve customer service, and increase license growth. The position offers a hybrid working model with three days in the office and two days at home. The role requires managing customer complaints, monitoring call quality, overseeing licensing audits, and educating customers on licensing terms. Additionally, the manager will be responsible for achieving revenue targets, instilling a sales culture, planning workflow, conducting performance reviews, and assisting with recruitment. The ideal candidate will have experience managing teams, using CRM systems, and adopting a coaching style.

Job Description:*The Vacancy*
We have an exciting opportunity for a Customer Service Manager to manage, lead and motivate a team of people, optimising individual and team performance and increasing licence growth whilst delivering excellent customer service.
We offer hybrid working so that you benefit from the balance of working from the office 3 days a week and from home 2 days a week.
The shift pattern for this role is on a weekly rotation of 8am – 4pm, 9am – 5pm and 10am – 6pm.
We want you to…
*Sales and Service*
* 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 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 encourage and instil a sales culture within the team, with a focus on exceeding revenue targets and maximising revenue growth opportunities
* 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 of direct reports including conducting 121s, setting objectives, holding performance reviews
* 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
* 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
*You will be…*
* Excellent at planning, prioritising and organising.
* An enthusiastic team player
* Driven for results with good attention to detail
* Approchable and professional
* Experienced in relationship and stakeholder management
* Focused on delivering excellent customer service
* Commitment to continual professional development
* Conscientious and focused on leading by example
* A logical problem solver
#IND1
*The Company*
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.
*Benefits*
Brilliant
Pension
Refer a Friend Scheme (Earn Up To £500)
Cycle To
Work Scheme
Healthy
Food & Snacks
£120 Annual
Music Voucher
Perkbox Giving You Access To Over 4,000 Deals and Discounts
Casual
Dress Code
25 Days Holiday + Bank Holidays (Increases With Tenure)
Modern Office Space With Music Relaxation Areas
*The Company*
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.
Job Type: Full-time
Salary: Up to £30,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Referral programme
* Sick pay
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
* No weekends
Work Location: Hybrid remote in LeicesterLocation: Leicester