At a Glance
- Tasks: Engage with customers to improve retention and strengthen relationships through various contact channels.
- Company: Join a passionate team at PPL PRS, where music meets customer service.
- Benefits: Enjoy a competitive salary, hybrid working, and perks like a £120 music voucher.
- Other info: Be part of a diverse team in a modern office with a casual dress code.
- Why this job: Make a real impact by helping businesses play the music they love legally.
- Qualifications: Strong communication skills and experience in customer service or account management.
The predicted salary is between 25000 - 30000 £ per year.
Can you imagine a world without music? Neither can we.
Key Details
To provide an efficient, customer-focused service through a variety of contact channels, proactively engage with existing customers to improve retention, reduce customer influenceable churn, strengthen customer relationships, and maximise customer lifetime value.
What you will be doing
- Proactively manage customer contact through a variety of channels, including inbound and outbound telephone calls, email, web enquiries, and written correspondence.
- Manage customer retention activity by engaging with customers who may be considering cancelling or reducing services.
- Handle inbound customer enquiries relating to cancellations and licensing queries.
- Identify customer concerns and use effective questioning and listening techniques to understand the root cause.
- Apply retention and negotiation techniques to maintain customer relationships and secure continued business.
- Educate customers on the value and benefits of TheMusicLicence and address concerns or objections.
- Take ownership of customer cases from initial contact through to resolution.
- Accurately update customer records and maintain comprehensive account notes within Salesforce.
- Create and manage follow-up tasks to ensure customer commitments and actions are completed.
- Work collaboratively with internal departments to resolve customer issues quickly and effectively.
- Identify opportunities to improve customer engagement, retention, and satisfaction.
- Deliver a positive customer experience while consistently achieving retention, quality and service targets.
- Develop and maintain knowledge of licensing processes, tariffs, policies, and relevant copyright legislation.
- Undertake other duties as requested.
You will have
- Strong objection handling and negotiation skills.
- Educated to at least A-Level standard or equivalent.
- Competent in Microsoft Office applications including Word, Excel, PowerPoint, CoPilot and Outlook.
- Experience working in customer service, retention, account management or contact centre environment.
- Minimum of 1–2 years' experience in a customer-facing role.
- Excellent verbal and written communication skills.
- Experience using CRM systems, preferably Salesforce.
- Strong administrative skills with excellent attention to detail.
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.
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
Customer Retention Advisor in Leicester employer: PPL PRS
At PPL PRS, we are not just about music; we are about creating a vibrant and inclusive work culture that values passion and innovation. Located in the heart of Leicester, our modern office offers a hybrid working model, allowing you to balance your professional and personal life while enjoying a competitive benefits package, including an annual music voucher and access to over 4,000 discounts. Join us to be part of a dynamic team dedicated to supporting the live music industry and fostering your growth in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Advisor in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PPL PRS. 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 PPL PRS 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 Customer Retention Advisor in Leicester
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 PPL PRS:Your cover letter is your chance to shine! Tell us why you want to work at PPL PRS 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 PPL PRS!
How to prepare for a job interview at PPL PRS
✨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.
