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About the Role

The Solutions Hub Officer is responsible for logging, monitoring, and resolving incoming service requests, reporting status updates to users according to defined KPIs and metrics. This role aims to ensure positive customer interactions with ICE Service Desk and involves identifying, managing, and resolving customer queries requiring technical or analytical expertise. The role also contributes to improving customer experience and future-proofing processes by learning from customer interactions and collaborating with other business areas.

Responsibilities

Logging, resolving, assigning, and monitoring requests in the ICE Service Desk queue.
Maintaining and improving customer relationships by handling incoming queries promptly, professionally, and competently.
Achieving first-touch resolution for incoming queries within the Service Desk Group.
Ensuring sufficient information quality when escalating support needs to other groups.
Providing support to the CSS team in resolving complex customer queries, investigations, and issues.
Acting as a liaison between Business, IT, Product Management, Service Assurance, and other supporting functions.
Actively reviewing business processes to optimize and identify opportunities for continuous improvement.
Undertaking quality and assurance activities to support business excellence.
Maintaining and improving ICE Service Desk processes, tools, working instructions, and knowledge base.
Continuously reviewing support channels like the Service Portal and Live Chat for improvement opportunities.
Actively participating in testing new processes and features in ICE’s ITSM tool.
Prioritizing tasks according to business requirements and meeting tight deadlines.
Resolving queries using an analytical and data-driven approach, ensuring detailed investigations and documented solutions.
Assisting in creating clear guidance documentation for query handling practices and processes to maximize first-touch resolution.

Requirements

A background working in music copyright is an advantage.
Technically minded with a sound understanding of ICE’s processes and/or those within the wider industry.
Customer service experience or a 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.
Highly proficient Microsoft Office 365 user.
Excellent influencing and communication skills for internal colleagues and external customers.
Track record of understanding customer needs and translating them into sustainable solutions.
Ability to work in a fast-paced environment while remaining calm and professional.
Online royalty processing experience is useful.
Query resolution experience, particularly via ticketing platforms like ServiceNow, is useful.
Royalty tracking experience is useful.
SQL or similar experience using Oracle Developer and/or Snowflake is useful (training provided).
Quality management, RCA (root cause analysis), and solution delivery experience is useful.
A fast/keen learner looking to grow knowledge of the ICE ecosystem.
A highly driven and motivated self-starter, undaunted by challenges, ambiguity, and complexity.
Tenacious, conscientious, values-driven with a focus on adhering to correct procedures.
A team player with a track record of successful collaboration.
A strong influencer with great interpersonal skills.
Desire to improve accuracy and remove risk.
Ability to communicate with stakeholders of all levels.
High attention to detail with a strong ability to simplify complex information into logical processes.
Natural problem solver.
Ability to handle high workloads and fast turnarounds without compromising solution accuracy and integrity.
Ability to adjust priorities and focus in response to new and competing priorities.

Skills

Microsoft Office 365
Analytical skills
Problem-solving skills
Attention to detail
Communication skills
Influencing skills
Customer service
SQL
Oracle Developer
Snowflake
Quality management
Root cause analysis (RCA)
Solution delivery

Location

UK
Germany
Sweden

Work Type

Flexible working regarding time and/or place

Experience Level

Entry level
Mid level

Benefits

Competitive local benefits
Flexible working
Mental and physical health initiatives
Corporate pension scheme
Comprehensive training and development opportunities
Industry insider events, team socials, and company events
Enhanced holiday allowance

About the Company

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.
ICE Services enables 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 harnesses years of combined experience in the multi-territory music market.
ICE Services serves over 330,000 rightsholders and leverages a copyright database of 55 million musical works.
ICE Services' operations touch 250+ territories, distributing over €1bn in royalties annually and over €5bn to date.
The Solutions Hub is a department that resolves internal or external queries quickly.
The Solutions Hub consists of two teams: ServiceDesk and Complex Service Solutions.
ServiceDesk is the first point of contact for all ICE queries and incidents.
Complex Service Solutions (CSS) responds to external customer queries that ServiceDesk cannot resolve.
The CSS team aims to become experts across various business areas to respond directly to external customers.
The CSS team identifies common root causes of queries and proposes solutions to prevent their recurrence.

Equal Opportunity

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.