Operations Agent (m/f/d) (mainly home-based)

ICE 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. Serving over 330,000 rightsholders and leveraging a copyright database comprising 55 million musical works, ICE’s operations touch 250+ territories to distribute more than €1bn in royalties per year, with a total of over €5bn distributed to date.

About The Role

At the heart of ICE is Service Operations, where our team of experts consolidate complex song ownership and rights data from multiple sources to provide the industry’s most authoritative and trusted source of the truth, underpinning accurate royalty payments from a wide range of sources as well as supporting several other operational services to the business and to customers. We are expanding our Operations team and are currently recruiting in London for Operations Agents (m/f/d) on an initial 2-year fixed term contract, with a starting salary of £25K, increasing to £31K after successful completion of a 6-month 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…

The initial focus of this role will be to support the Copyright service by reviewing, comparing and reconciling incoming Musical Work registrations from CMOs and publishers to ensure that the ICE Copyright database accurately reflects all interested parties and their contributions/claimable shares. They identify potential anomalies, research missing data utilizing authoritative sources and liaise with ICE Customers to aid a prompt resolution of any conflicts. Our agents ensure that all ICE processing and operational activities achieve the contracted SLAs and deliver a service that supports our Customers' licensing, invoicing and distribution deadlines.

Key Responsibilities

• Review, compare and reconcile information from members of our customers, licensees and other sources.
• Identify potential anomalies, research missing data utilizing authoritative sources and liaise with ICE Customers.
• Ensure that all ICE processing activities achieve the contracted SLAs.
• Deliver a service that supports our Customers' licensing, invoicing and distribution deadlines.

Requirements and Qualifications

• Data Accuracy: Ability to detect discrepancies, errors or inconsistencies in information received.
• Problem solving: Capability to identify root causes of data and information 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).

• 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, and conveying information accurately, clearly and with a high level of professionalism.

• Time Management: Prioritising tasks to meet deadlines while maintaining accuracy.

• Attention to detail: Ensuring all information reviewed and entered is precise and accurate.
• Persistence and tenacity: Following through on investigations and cases until issues are resolved.
• Proactive approach: Identifying potential data issues before they escape.
• Driven and high performer: Seeks opportunities to enhance skill sets and ability to complete other operational activities.

What We Offer

• Competitive local benefits based on your location.
• We promote flexible working regarding time and/or place.
• Both mental and physical health initiatives.
• Corporate pension scheme.
• Comprehensive training and development opportunities.
• Industry insider events, team socials and company events.
• Enhanced holiday allowance.

We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.