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Job Description
ICE, a company dedicated to supporting songwriters, is seeking a Customer Solutions Manager in London. This role is within the Customer Solutions team, which is responsible for resolving complex customer queries related to copyright and online royalties. The Customer Solutions Manager will use their technical and analytical expertise to address "stage two" queries, focusing on preventing recurrence and improving customer experience. They will also be responsible for measuring, monitoring, and tracking these queries, providing comprehensive reporting to society and publisher customers.Responsibilities:- Resolving complex customer queries and investigations using a data-driven approach.
- Project managing internal and external activities to deliver solutions.
- Liaising with the Head of Complex Service Solutions to identify potential solutions and create action plans.
- Acting as a business partner to Customer Relationship Managers, providing detailed updates on incidents and investigations.
- Using Root Cause Analysis to document incidents and prevent future occurrences.
- Providing formalised reporting and updates to various audiences.
- Collaborating with the Service Desk to improve first-stage resolution capabilities.
- Industry or technical expertise with a sound understanding of ICE processes and customer needs.
- Strong analytical and problem-solving skills with excellent attention to detail.
- Proven background in optimising processes and managing issues.
- Expert Microsoft Office 365 user.
- Excellent influencing and communication skills.
- Track record of understanding customer needs and translating them into sustainable solutions.
- Competitive local benefits.
- Flexible working arrangements.
- Mental and physical health initiatives.
- Corporate pension scheme.
- Comprehensive training and development opportunities.
- Industry insider events, team socials, and company events.
- Enhanced holiday allowance.
