Customer Service Advisor

10 Aug 2017
16 Aug 2017
The key purpose of the Customer Service Adviser is to provide an efficient customer focused service through a variety of contact channels, resolving queries and complaints. Key accountabilities Your main responsibilities will be to proactively manage customer contact through a variety of channels (telephone, email, live chat) and respond to queries and complaints within agreed SLAs. You will review and categorise queries and complaints, check against the knowledge base for appropriate responses to customer queries, Verify and gather additional customer information and provide a resolution at the first point of call. You will be responsible to set and complete appropriate tasks and maintain comprehensive notes relating to customer accounts. You will use objection handling techniques to proactively resolve any customer queries or objections. Within your role you will also deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded. You will be required to 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 Person The successful candidate will be passionate individual by nature who will be enthusiastic and highly motivated to join our fun, open plan and vibrant contact centre in the heart of Leicester. We are looking for someone who shares our values and vision and aim to collaborate with others to provide a straightforward approach to business and give our customers a great service and experience Skills & experience The successful candidate will be educated to A Level standard and will have a minimum of 1-2 years’ experience working in a call centre or highly monitored environment. You will be competent with Microsoft office packages and have good verbal communications skills. 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 The 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. Benefits Your pay slip is not the only part of the package. As well as offering a competitive salary of £17k - £18.5k, we also have some great additional perks to make life more fun and financially beneficial for you. 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 This job was originally posted as