Solutions Hub Officer (m/f/d)
London
About ICE
Overview
ICE is a purpose-driven organisation, founded by rightsholders, for rightsholders. We exist to support songwriters, enabling societies and publishers to accurately compensate them when their work is used internationally. We operate at the exciting intersection of technology, music, and data.
Since our 2010 launch, we have paid billions to rightsholders through deep expertise in Copyright, Processing and Licensing.
Our collaboration with stakeholders across the industry delivers best practice, new processes & innovative solutions for better royalty flows. Strategic investment in technology enables us to process trillions of streams, to deliver the maximum revenue for rightsholders.
ICE has grown to distribute more than €1bn in royalties per year, licensing music services such as Spotify, Apple, YouTube and TikTok.
About the Department
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 – ServiceDesk and Complex Service Solutions.
ServiceDesk 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 ServiceDesk 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 various business areas and respond 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.
About the Role
The Solutions Hub Officer role sits within the CSS team and provides support to the Complex Service Solutions Managers in identifying, managing, resolving and implementing resolutions to specific customer queries that require an increased level of technical or analytical expertise, or ICE specialist knowledge.
Reporting to the Head of Complex Solutions, the role provides support to the team in measuring, monitoring and tracking queries for society and publisher customers and developing and delivering full comprehensive reporting of such. It also plays a key part in improving customer experience and ensuring that ICE learn lessons to improve & future-proof processes.
This role also provides regular and extensive support to the ServiceDesk team and therefore involves handling internal queries where required. Further to this, it works collaboratively with other business areas and supports the other customer-facing teams in providing technical and detailed knowledge on specific customer service failures or queries in meetings. As such, a good level of ICE, customer and/or industry knowledge is required, 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 of ICE 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.
Key Responsibilities
- Provide extensive support to the CSS team in the resolution of complex customer queries, investigations and issues
- Be the first point of contact for all external customer queries where copyright investigation is central to the resolution
- Resolve queries using an analytical and data-driven approach to ensure detailed investigations are completed and solutions documented to the highest standard
- Work with the Head of Complex Solutions and wider CSS team to identify potential solutions and proactively input into initiatives to improve all deliverables on complex queries
- Undertake an extensive training programme with ServiceDesk to gain an in-depth knowledge and understanding of their activities & responsibilities and actively cover for that team whenever required
- Assist with the creation of clear guidance documentation for all relevant query handling practices and processes, to ensure that first touch resolution can be maximized within both the CSS and ServiceDesk teams
- Act as a business partner to Customer Relationship Managers at meetings with customers, providing detailed updates on incidents and complex query investigations
- Use a Root Cause Analysis approach to ensure all incidents and their impacts are documented professionally, communicated appropriately and the reasons for these are understood and prevented going forwards
- Methodically capture and report on such incidents/queries and their solutions, risk of reoccurrence, recommendations for fixes and the benefits those fixes will have on the wider business
- Provide formalised reporting and updates to a variety of audiences and input into business intelligence dashboard reporting with a desire to develop capability and usability
Requirements and Qualifications
- A background working in music copyright would be an advantage
- Technically minded, with a sound understanding of ICE’s processes and/or those within the wider industry
- Customer service experience or proven track record of working within a customer driven environment
- Strong analytical and problem-solving skills with excellent attention to detail, and a solution-focused approach to remove perceived barriers to delivery/success
- Highly proficient Microsoft Office 365 user
- Excellent influencing and communication skills, used with both internal colleagues and external customers
- Track record of understanding customer needs and being able to quickly translate these into sustainable solutions
- Useful (but not required) experience:
- Online royalty processing
- Query resolution, particularly via ticketing platform e.g. ServiceNow
- Royalty tracking
- SQL or similar, using e.g. Oracle Developer and/or Snowflake (will be used frequently but training is provided)
- Quality management, RCA (root cause analysis) and solution delivery
Person Profile
- A fast/keen learner looking to grow their knowledge of the entire ICE ecosystem (Copyright, Online
- Processing and Licensing, and all customer service offerings)
- A highly driven and motivated self-starter who is undaunted in the face of challenges, ambiguity and complexity
- Tenacious, conscientious, values-driven with a focus on ensuring correct procedures are adhered to
- A team player with a track record of successful collaboration within and across teams
- A strong influencer with great interpersonal skills
- Desire to improve accuracy and remove risk
- Ability to communicate to stakeholders of all levels
- High attention to detail with a strong ability to simplify the complex into to logical processes
- Natural problem solver
- Ability to handle high workloads and fast turnarounds without compromising solution accuracy and integrity. This also includes adjusting priorities and focus in response to new and competing priorities
What we offer
- Competitive local benefits based on your location
- We promote flexible working regarding time and/or place
- Both mental and physical health initiatives
- Corporate pension scheme
- Comprehensive training and development opportunities
- Industry insider events, team socials and company events
- Enhanced holiday allowance
We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic.
We are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.
