At a Glance
- Tasks: Support copyright services by reviewing and reconciling musical work registrations.
- Company: Join ICE Services, a leading music technology company transforming the royalty chain.
- Benefits: Competitive salary, flexible working, mental health initiatives, and enhanced holiday allowance.
- Other info: Comprehensive training provided and opportunities for career growth.
- Why this job: Make an impact in the music industry while working from home with a supportive team.
- Qualifications: Analytical skills, attention to detail, and problem-solving abilities are essential.
The predicted salary is between 31500 - 38500 £ per year.
ICE Services is a music technology company built by rightsholders, for rightsholders. We simplify the complexities of the music royalty chain through an innovative suite of licensing, processing, and copyright services, enabling our customers to accurately and efficiently compensate songwriters and composers for the use of their works.
A joint venture between PRS, STIM, and GEMA, ICE Services serves over 330,000 rightsholders and leverages a copyright database comprising 55 million musical works, distributing more than €1bn in royalties per year.
At the heart of ICE Services is Service Operations, where our team consolidates complex song ownership and rights data from multiple sources to provide the industry’s most authoritative source of truth, underpinning accurate royalty payments and supporting several operational services.
We are expanding our Operations team and are currently recruiting for Operations Agents on an initial 2-year fixed term contract, with a starting salary of £25K, increasing to £31K after successful completion of probation period. This role is primarily home-based, with a minimum requirement to attend the London office once a month for a team day.
What you’ll be doing:
- Support the Copyright service by reviewing, comparing and reconciling incoming Musical Work registrations from CMOs and publishers.
- Identify potential anomalies, research missing data utilising authoritative sources and liaise with ICE Services Customers.
- Ensure that all ICE Services processing activities achieve the contracted SLAs.
- Deliver a service that supports our Customers' licensing, invoicing and distribution deadlines.
Requirements and Qualifications:
- Analytical and detail-oriented skills.
- Data Accuracy: Ability to detect discrepancies, errors or inconsistencies in information received.
- Problem solving: Capability to identify root causes of data mismatches and develop solutions.
- Critical thinking: Evaluating data to determine its relevance, accuracy and reliability.
- Ability to quickly learn and adapt to using in-house tools and systems (full training provided).
- Research Skills and Investigative abilities: Capacity to find missing or incorrect information through research.
- Resourcefulness: Knowing where and how to gather relevant data from internal or external sources.
- Communication skills: Coordinating with other teams and team members to clarify information.
- Organisation Skills: Time Management - Prioritising tasks to meet deadlines while maintaining accuracy.
- Attention to detail: Ensuring all information is reviewed and entered precisely.
- Persistence and tenacity: Following through on investigations until issues are resolved.
- Proactive approach: Identifying potential data issues before they escalate.
- Driven and high performer: Seeks opportunities to enhance skill sets and complete other operational activities.
What we offer:
- Competitive local benefits based on your location.
- Flexible working regarding time and/or place.
- Mental and physical health initiatives.
- Comprehensive training and development opportunities.
- Industry insider events, team socials and company events.
- Enhanced holiday allowance.
We welcome candidates from all backgrounds and are committed to making all stages of our recruitment process accessible to candidates with disabilities.
Operations Agent (m/f/d) (mainly home-based) London employer: ICE Services
ICE Services is an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration within the music technology sector. With flexible working options and a commitment to employee growth through mentorship and skill development, you will thrive in a dynamic team environment while contributing to cutting-edge projects in AI-driven copyright solutions across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Agent (m/f/d) (mainly home-based) London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like ICE Services.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like ICE Services. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Operations Agent (m/f/d) (mainly home-based) London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to ICE Services.
How to prepare for a job interview at ICE Services
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in ICE Services's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services ICE Services offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
