Solutions Hub Officer; m​/f​/d

ICE Services is a music technology company built by rights holders, for rights holders. We simplify the complexities of the music royalty chain through an innovative suite of licensing, processing, and copyright services, enabling our customers to accurately and efficiently compensate songwriters and composers for the use of their works.

A joint venture between PRS, STIM, and GEMA, ICE Services is the result of a big vision for the industry that harnesses years of combined experience in the multi-territory music market. Serving over 330,000 rights holders and leveraging a copyright database comprising 55 million musical works, ICE Services’ operations touch 250+ territories to distribute more than €1bn in royalties per year, with a total of over €5bn distributed to date.

We’re based in the UK, Germany, and Sweden.

The Solutions Hub is a department that seeks to resolve internal or external queries as quickly as possible. It is made up of two teams – Service Desk and Complex Service Solutions.

The Service Desk acts as a first point of contact for all ICE queries and incidents, whether they are internal or from external customers. The team try to resolve as many as possible as ‘first touch resolution’ before triaging the query to the relevant department if specialist assistance is required.

The Complex Service Solutions team(CSS) responds to as many external customer queries as possible that Service Desk are unable to answer.

The main goal of the team is to prevent too many queries reaching other departments, where they can disrupt standard day to day business. The team therefore try to become experts across variousbusinessareasandrespond directly to external customers.

The team also try to identify common root causes that are leading to queries and endeavour to propose solutions that will ultimately prevent their repeat occurrence.

The Solutions Hub Officer role is responsible for logging, monitoring and where possible, resolving incoming service requests and reporting the status of such back to the users in accordance to the defined KPIs and metrics. You will be part of a dynamic, fast-paced team, where your ultimate goal will be to ensure that any interaction with ICE Service Desk is a positive experience for our customers.

You will also have the opportunity to get involved in identifying, managing, resolving and implementing resolutions to specific customer queries that require an increased level of technical or analytical expertise,and/or specialist knowledge and ongoing training will be provided.

The role also plays a partin improving customer experience and ensuring that ICE learn lessons to improve & future-proof processes.

Further to this, it works collaboratively with other business areas and supports the other customer-facing teams where required. As such, a good level of ICE, customer and/or industry knowledge is preferable, as are data skills (a solid foundation is required, and this will be developed within the role).

The role is fundamental in maintaining and improving customer confidence levels in the capability of ICE and therefore the incumbent will need to have a strong desire and drive to improve first touch resolution,identify root cause issues and support the improvement ofICE service offerings.

The ideal candidate will share the team’s dedication to embracing challenging requests, deriving satisfaction from their resolution and delivering best-in-class service to ICE’s customers.

• Logging, resolving, assigning and monitoring requests coming into the ICE Service Desk queue
• Maintaining and improving ICE’s relationship with customers by picking up and handling incoming queries in a prompt, professional and competent manner
• First touch…