Client Services Advisor in Leicester

Key Details:

• Start date – 3rd August 2026
• Training - 3 weeks of classroom-based training from 9am to 5pm at our offices in Leicester city centre
• Hybrid working - Once you are competent in the role you will benefit from the balance of hybrid working, working 3 days a week in our modern office environment and 2 days a week working from home
• Shift pattern - Monday to Friday, rotational shifts from 8am to 6pm

To manage a high volume of Key Accounts through inbound and outbound contact (telephone and e-mail), providing an efficient customer centric service that supports customer retention, revenue generation and growth.

What you will be doing:

• Be knowledgeable to accurately apply PRS for music, PPL & VPL tariffs which form ‘The Music Licence’
• Confidently & efficiently undertake inbound and outbound calls, applying knowledge that leads to accurate licensing through the review of the customers’ account, always following quality and compliance standards.
• Confidently and efficiently undertake inbound calls and outbound calls that deliver an effective first time resolution to customer queries
• Respond to e-mail correspondence in relation to customer account amendments and queries in a timely, effective and efficient manner
• Accurately record customer information in the CRM system, following quality and compliance standards.
• Ability to problem solve customer queries & identify when an escalation is required following escalation processes where necessary
• Achieve all agreed key performance indicators
• Have the appropriate level of understanding in relation to Music Licensing and Copyright that ensures accurate information is shared with customers, and licensing is applied in accordance with the ‘Licencing Operations Guide’
• Gain the most efficient payment solution for both PPL PRS and the customer
• Undertake other tasks as reasonably requested

You will have:

• Essential: Competent in using Microsoft Office, Word, Excel, Outlook, Teams
• Minimum GCSE's grades 4 or above in English and Maths.
• Written and verbal proficiency in English Language
• Experience of dealing with customers, either face to face or by telephone
• Desirable: Worked in a contact centre environment & prior sales experience

The Company:

If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.

Who we are:

By joining us, you’ll be part of a team that’s genuinely passionate about music and people. Since we started in 2018, we’ve grown massively, but we still have big ambitions. We’re looking for top talent full of fresh ideas and new perspectives to make a difference and help us grow even more. We offer hybrid working in our modern office in the heart of Leicester along with a competitive benefits package.

PPLPRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.

The benefits you will have:

• Healthy Food & Snacks
• £120 Annual Music Voucher
• Perkbox Giving You Access To Over 4,000 Deals and Discounts
• Casual Dress Code
• 25 Days Holiday + Bank Holidays (Increases With Tenure)
• Modern Office Space With Music Relaxation Areas