At a Glance
- Tasks: Support and communicate within Universal Music, providing first line support across various platforms.
- Company: Join the world’s leading music company, Universal Music Group UK.
- Benefits: Enjoy competitive perks like private medical insurance, gym membership, and 25 days annual leave.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Be part of a dynamic team shaping culture through music and innovation.
- Qualifications: Experience with Sitecore CMS, Salesforce CRM, and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Music is Universal. It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation. We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email.
The Role
The Support Analyst is a role which focuses on support and communication within the Universal Publishing Music group and is an exciting opportunity to develop both knowledge and provide first line support across multiple websites, applications, and territories. In this role you will be working with the Senior Director – Synch & Production Music, Director of Production Music Systems, Head of CRM & Systems Integration and Product Owners and will be involved in a full range of duties - playing a key role in strengthening communications and delivering training and support to our network of websites, tools and business stakeholders.
Key Responsibilities
- Supporting the Product Owners with rollout and communication of IT projects and managing the triage, prioritisation, escalation and resolution of website and product issues, providing first line support and communication to both the business and internal teams.
- Ownership of:
- The UPM suite of tools including Cue Sheet Helper, Apple Final Cut Pro and Adobe Premiere Pro.
- Sitecore CMS and user guide and support for global territories including prioritisation of changes and requirements raised by super-users and communicating new functionality and translation requirements to global teams.
- Support for Salescloud and Mulesoft integrations including territory training and assisting global teams with CMS enquiries. Includes requests and support for Marketing Cloud.
- UPM technology communication bulletins and communication with Application Support.
- Management of Zendesk instance.
- SEO requirements from our third-party agency.
- Post launch requirements gathering and prioritisation for the main UPM website.
- Global Security Office requests – ticket raising and prioritisation into sprints.
- Partner websites.
- Monitoring of application uptime and communication to the wider team and business stakeholders on live issue resolution(s).
- Integration with the primary build teams and attendance in build related meetings to understand Agile development methodology and to plan for any new Sitecore/Salesforce training and comms.
Skills and Experience Required
You will have a strong track record proving the ability to communicate with both internal teams and business stakeholders and have a can-do attitude - enjoying working in a collaborative and fast paced environment.
- Sitecore CMS and Salesforce CRM experience.
- Experience with Zendesk.
- Confident with reporting and analysis tools.
- Knowledge of Jira and Confluence.
- Broad musical knowledge base.
Key Behaviours
- Demonstrate the ability to work with development teams and business stakeholders and to translate requirements.
- Exceptional oral and written communication skills with the ability to work under pressure.
- Self-starter with a strong initiative.
- Analytical thinker.
- Has a can-do attitude and enjoys working in a collaborative environment that is constantly changing and evolving.
- Strong attention to detail.
About UMG UK
We are Universal Music Group UK – the UK’s leading music-based entertainment company. We exist to shape culture through the power of artistry. We help UK artists produce, distribute and promote the most critically acclaimed and commercially successful music to inspire and entertain fans at home and around the world.
Bonus Tracks: Your Benefits
- Group Personal Pension Scheme (between 3% and 9%).
- Private Medical Insurance.
- 25 paid days of annual leave.
- Interest Free Season Ticket Loan.
- Holiday Purchase scheme.
- Dental and Travel Insurance options.
- Cycle to Work Scheme.
- Salary Sacrifice Cars.
- Subsidised Gym Membership.
- Employee Discounts (Reward Gateway).
Just So You Know... The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.
Support Analyst – (12 Month FTC) – Kings Cross, London employer: Universal Music Group
Universal Music Group UK is an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration in the heart of Kings Cross, London. With a strong commitment to diversity and inclusion, employees benefit from comprehensive perks such as private medical insurance, generous annual leave, and opportunities for professional growth within the dynamic music industry. Join us to be part of a passionate team dedicated to shaping culture through artistry while enjoying a supportive environment that values your unique contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst – (12 Month FTC) – Kings Cross, 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 Universal Music Group.
✨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 Universal Music Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Support Analyst – (12 Month FTC) – Kings Cross, 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 Universal Music Group.
How to prepare for a job interview at Universal Music Group
✨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 Universal Music Group'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 Universal Music Group 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!
