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: Enjoy competitive salary, flexible working, health initiatives, and comprehensive training.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact in the music industry while working from home.
- Qualifications: Analytical skills, attention to detail, and problem-solving abilities are essential.
The predicted salary is between 25000 - 31000 £ per year.
About ICE Services
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 is the result of a big vision for the industry that harnesses years of combined experience in the multi-territory music market. Serving over 330,000 rightsholders and leveraging a copyright database comprising 55 million musical works, ICE Services’ operations touch 250+ territories to distribute more than €1bn in royalties per year, with a total of over €5bn distributed to date. We’re based in the UK, Germany, and Sweden.
About the Role
At the heart of ICE Services 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 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 utilising authoritative sources and liaise with ICE Services Customers to aid a prompt resolution of any conflicts. Our agents ensure that all ICE Services 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 utilising authoritative sources and liaise with ICE 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 and information mismatches and develop solutions
- Critical thinking: Evaluating data to determine its relevance, accuracy and reliability
- Adaptability: Ability to quickly learn and adapt to using in-house tools and systems (full training provided)
- Research Skills: Investigative abilities 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
- Ability to convey information accurately, clearly and with a high level of professionalism
- Organisation Skills: Time Management: Prioritising tasks to meet deadlines while maintaining accuracy
- Soft Skills: Attention to detail, persistence and tenacity, proactive approach, driven and high performer
What we offer:
- Competitive local benefits based on your location
- Flexible working regarding time and/or place
- 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.
Operations Agent (m/f/d) (mainly home-based) in London employer: International Copyright Enterprise
ICE Services is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for Senior Backend Engineers to thrive. With a strong commitment to employee growth through comprehensive training and development opportunities, as well as flexible working arrangements, we ensure our team members can achieve a healthy work-life balance while contributing to groundbreaking projects in the music technology industry. Located in a vibrant multi-territory environment, employees benefit from engaging industry events and a supportive atmosphere that values diversity and inclusion.
Contact Details:
International Copyright Enterprise Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations Agent (m/f/d) (mainly home-based) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at International Copyright Enterprise. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like International Copyright Enterprise before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Agent (m/f/d) (mainly home-based) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to International Copyright Enterprise:Your cover letter is your chance to shine! Tell us why you want to work at International Copyright Enterprise specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at International Copyright Enterprise!
How to prepare for a job interview at International Copyright Enterprise
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
