This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
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 t0 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 center 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
If a business plays or performs music in their business, they will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows businesses to legally play music in their 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.
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. Visit www.pplprs.co.uk to find out more.
PPLPRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
PPL PRS Ltd Privacy Notice for Applicants
PPL PRS Limited ("PPL PRS", "we" or "us") takes your privacy very seriously. This Privacy Notice sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed. It also describes your data protection rights, including a right to object to some of the processing which PPL PRS carries out. More information about your rights, and how to exercise them, is set out in the 'Your Choices and Rights' section below.
This Privacy Notice applies to all applicants for employment with PPL PRS and, where applicable, to applicants for either temporary agency positions or consultancy positions with PPL PRS.
As defined by the General Data Protection Regulation (GDPR) PPL PRS is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
1. The Data Controller
For the purposes of the Data Protection Act 2018, the General Data Protection Regulations 2016 and any and all other applicable laws and regulations relating to the processing of personal data and privacy (the "Data Protection Legislation") the data controller is PPL PRS with its registered office at Mercury Place, St. George Street, Leicester, LE1 1QG.
2. The Data Processor
The Recruitment+ software we use via this website is supplied by Networx (2001) Limited (trading as Networx) and they are defined as a Data Processor under the Data Protection Legislation. Networx can be contacted at: The Engine House, Wharfebank Business Centre, Ilkley Rd, Otley LS21 3JP. The Data Protection Officer for Networx can be contacted at dpo@networxrecruitment.com.
3. What Personal Data We Collect
We may obtain your personal data because you have applied for a position with PPL PRS (either directly or through a recruiter or agent). This personal data includes, but is not limited to your name, contact details, date of birth, email address, interests and aspirations including salary expectations, gender, nationality, former employer(s), reason for leaving, reason for seeking employment with PPL PRS, current notice period, name of the employee referring you (if relevant), academic background (including professional qualifications), Curriculum Vitae (CV), application status, information recorded regarding your interview and any required adjustments to the recruitment process. We will hold, use and process that personal data in accordance with the terms of this Policy.
Please ensure you have the consent of any referee whose details you provide alongside your application for us to use their personal data as outlined in this Policy.
4. Verification and Staff Checks
For some positions, it will be necessary for us to verify the details you have supplied (for example in relation to your identity, academic credentials or your employment history) or to check for driving endorsements where you will have access to a company vehicle. The level of required checks will vary by position and will usually be conducted at as late a stage as is practicable in the recruitment process and often only after you have been selected for the position. If your application is successful, we will provide further information about the checks involved and will obtain any necessary consent prior to completing such checks.
5. Why We Collect, Use and Store this Personal Data
We collect, use and store your personal data for the reasons set out below.
We may process your personal data for the following purposes:
as required to operate our business and to pursue our legitimate interests to: make informed decisions on recruitment and ensure your suitability for the role or to keep you in mind for future roles; allow us to carry out automated decision making at the initial stages of the process in order to manage the volume of applications received; to communicate with you or to answer your enquiries; improve our recruitment processes and activities; manage our IT systems; to conduct group administration; by preference, to be searchable on our candidate database; and to optionally send you notifications on relevant jobs you are seeking; to conduct statistical analysis;
in order to comply with applicable laws and protection of our legitimate business interests and legal rights including but not limited to, use in connection with legal claims, compliance, regulatory investigative and disciplinary purposes (including disclosure of such information in connection with legal process or litigation);
to carry out certain verification and staff background checks, with your consent, where this is required in connection with your role.
If it is mandatory for you to provide data for these purposes, we will make this clear at the time the data is collected and will also explain what will happen if you do not provide the data.
Where we do process data based on consent, your consent can be withdrawn at any time. Please see ‘Your Choices and Rights’ for information as to how you can exercise this right.
6. Who Can Access the Personal Data and How We Share Your Personal Data
Your data will be accessed by authorised PPL PRS personnel who are required to maintain the confidentiality of this data.
We may also provide website visitor information and applicant data to our processors such as service providers that handle information under contract to PPL PRS. This includes, but is not limited to, help desk providers, IT hosting and/or IT maintenance providers and reference checking organisations such as Cascade Human Resources Limited, NetWorx and Vero Screening Limited.
We may share your personal data with our parent companies, PRS for Music Limited and Phonographic Performance Limited, as appropriate for recruitment purposes.
We will not share your personal data with third parties for secondary or unrelated purposes unless you have been informed of such disclosure at the point of collection and not without having gained consent from you at the point of collection of your personal data.
7. Your Choices and Rights
You have a right to access the personal information held about you by submitting a “Subject Access Request”. To make a Subject Access Request please contact us at the address set out below.
Where you have consented to our processing of your information for a specific purpose you have the right to withdraw that consent at any time.
You have the right to contact us to request that we rectify or erase any information that we hold about you or, in certain circumstances, to ask that we restrict the manner in which we process your information. Please note, in accordance with the Data Protection Legislation, we may be unable to erase your information in certain circumstances such as where it is still required for the purpose for which you provided it to us, if we have a legal obligation to retain it or if we have an overriding legitimate ground to continue processing your information. In addition, you can object to the processing of your personal data in some circumstances (in particular, where we don’t have to process the data to meet a contractual or other legal requirement).
You can take some actions in respect of your personal data yourself (for example, using the self-service function to review, delete or amend certain information on the Recruitment+ portal), but you can also get in touch with us to exercise any of the rights listed above by using the details set out under the 'Contact Us' section, below.
You have the right to complain to the Information Commissioner’s Office if you believe that we have breached our obligations under the Data Protection Legislation, or you are otherwise concerned about the way in which your Personal Data is handled. Please visit www.ico.org.uk for further information.
8. Retention of your Personal Data
If your application is successful, we will retain your personal data for the period of your employment and six (6) years after employment ceases.
If your application is unsuccessful, your details will be automatically deleted from PPL PRS' recruitment systems after 9 months from the date you submitted your details to PPL PRS.
9. Updates to this Privacy Notice
This Privacy Notice may be updated periodically. We will update the date at the top of this Privacy Notice accordingly and encourage you to check for changes, which will be available on the Recruitment+ portal. On some occasions, we may also actively advise you of specific data handling activities or significant changes to this Privacy Notice, as required by applicable law.
10. Contact Us
If you have questions about this Privacy Notice or wish to contact us for any reason in relation to our personal data processing, please contact us at recruitment@pplprs.co.uk or on 0116 4789196.
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