Client Services Reality Checker

Can you imagine a world without music Neither can we.

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 audit licensed customer accounts via the telephone face to face meetings and through online research in a customer focused and efficient manner in order to ensure accurate music licensing that leads to revenue uplift.

What you will be doing

• To be knowledgeable to accurately apply PRS for music PPL & VPL tariffs which form The Music Licence
• Confidently & efficiently undertake face to face customer meetings handle inbound and outbound calls applying knowledge that leads to accurate licensing through the out of cycle review of the customers account always following quality and compliance standards
• To undertake research that supports accurate licensing
• Confidently and efficiently respond to customer interactions that delivers an effective first time resolution to customer queries
• To 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
• To 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
• To gain the most efficient payment solution for both PPL PRS and the customer alongside following up with the customer when payment is outstanding
• To be the point of contact when an advisor in client services believes the customer is intentionally under declaring their music usage this taking appropriate investigative action
• To undertake other tasks as reasonably requested

You will have

Essential

• Competent in using Microsoft Office Word Excel Outlook Teams
• Minimum GCSEs grades 4 or above in English and Maths.
• Written and verbal proficiency in English Language
• Experience of holding business to business face to face meetings
• Experience of Account Management
• Experience of dealing with challenging customers

Desirable

• Worked in a contact centre environment & prior sales experience

If you play or perform music in your business you will usually need TheMusicLicence and thats 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.