Solutions Hub Officer (m/f/d)

About ICE Services

ICE Services is a music technology company built by rightsholders, for rightsholders. 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 rightsholders 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.

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 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 part in 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 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:

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 resolution: attempting to resolve incoming queries within the Service Desk Group as much as possible - if support from other groups is needed, ensuring the level and quality of information available is sufficient

Providing support where needed to the CSS team in the resolution of complex customer queries, investigations and issues

Acting as the link between Business, IT, Product Management, Service Assurance and all other supporting functions

Actively reviewing a range of business processes to optimise and seek opportunities for continuous improvement

Undertaking quality and assurance associated activities supporting business excellence

Maintaining and improving ICE Service Desk’s processes, tools, working instructions and knowledge base

Continuously reviewing support channels such as the Service Portal and Live Chat for improvement opportunities

Actively participating in the testing of new processes and features in ICE’s ITSM tool

Prioritizing tasks according to business requirements and cope with tight deadlines

Resolving queries using an analytical and data-driven approach to ensure detailed investigations are completed and solutions documented to the highest standard

Assisting 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

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

Ability to work in a fast-paced environment while remaining calm and professional

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.
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