Solutions Hub Officer (Royalty Analysis & Query Resolution)

Job Description

ICE is seeking a Solutions Hub Officer to join their Complex Service Solutions team in London. This role involves identifying, managing, and resolving customer queries related to royalty analysis. The Solutions Hub Officer will support the team in measuring, monitoring, and tracking queries, developing reports, and improving customer experience. They will also provide support to the ServiceDesk team and collaborate with other business areas to provide technical knowledge on customer service issues.Key responsibilities include:

• Resolving complex customer queries and investigations
• Being the first point of contact for copyright-related queries
• Using an analytical and data-driven approach to investigations
• Identifying potential solutions and contributing to improvement initiatives
• Creating guidance documentation for query handling
• Acting as a business partner in customer meetings
• Using Root Cause Analysis to document incidents and prevent recurrence
• Providing formalised reporting and updates

Requirements:

• Background in music copyright (advantageous)
• Understanding of ICE's processes or the wider industry
• Customer service experience
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Office 365
• Excellent communication skills
• Experience with online royalty processing, query resolution, royalty tracking, SQL, quality management, and RCA (useful but not required)

ICE offers:

• Competitive local benefits
• Flexible working
• Mental and physical health initiatives
• Corporate pension scheme
• Training and development opportunities
• Industry insider events and team socials
• Enhanced holiday allowance