Job Title: Licensing Administrator – Customer First
Salary: On Request
Term: 1 Year Fixed Term Contract
Application: Please send a CV and covering letter (in a word document) outlining how you meet the criteria for the role to hr@imro.ie. Deadline for applications is 5 pm Tuesday, 18th June 2024.
IMRO represents songwriters’ composers and music publishers who bring varying backgrounds, ideas, and points of view to their creativity on behalf of all music fans.
Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience.
We welcome job applicants from all communities, cultivating a culture of inclusion for employees and respecting individual strengths, views, and experiences.
Our differences make us a better team – we make better decisions, drive innovation, and deliver better business results.
Purpose of Job
This position within the Licensing Dept. contributes to the company’s overall operation by providing first-class support to customers of the Irish Music Rights Organisation CLG (IMRO). The position is part of the Licensing Department and reports directly to the Head of Commercial Licensing but is under the day-to-day supervision of the Senior Customer First Licensing Administrator.
The Licensing Administrator – Customer First position plays a key role in the Licensing Department, and the position will work closely with and provide support to all customer-facing teams.
Job Content and Context
The Licensing Administrator – Customer First will be one of two staff positions responsible for providing IMRO’s customers with front-line support and resolutions.
Principal Accountabilities
- Responding to post/correspondence received from customers and providing timely, efficient and comprehensive responses.
- Responding to all inbound calls that relate to customer queries in a timely, efficient, and comprehensive manner.
- Responding promptly, efficiently, and comprehensively to all inbound emails and Account / Tariff Queries.
- Outbound calls – Providing customers with updates on any open queries.
- Providing declaration forms to customers.
- Liaising with the Licensing adjustment administrator.
- Liaising with the field and telesales team – reviewing all open tasks that are with the licensing team and ensuring they are being worked on and the customer is being kept updated.
- Provision of all paperwork requests – Sending statements and invoices, etc – in a timely, efficient, and comprehensive manner.
- CRM Task completion and responsibility for providing feedback on the resolution to the customer.
- Updating CRM with every customer contact is mandatory.
- Asking for payment from the customer.
- Signing customers up for direct debits, a DML, and the Portal.
- Undertaking such other duties as may be assigned by management from time-to-time.
Challenges Faced
The core challenge faced by the Licensing Administrator – Customer First, is consistently striving to provide best-in-class support to the customer. The Licensing Administrator – Customer First resolves this primarily through personal contact and building relationships with customers. (This is supported by the company strategy about forging links with representative groups of music users and the IMRO Customer Charter.) The establishment of a good working relationship with other Licensing Department staff is essential in this regard.
Planning and Organising
The overall planning and setting of priorities is agreed upon by the Licensing Administrator – Customer First, with the Head of Commercial Licensing in the context of the overall targets and daily/weekly/monthly priorities. The Licensing Administrator – Customer First is responsible for the planning and organisation of their day-to-day work.
Knowledge and Experience
A good Leaving Certificate is required; the job holder needs at least two years’ experience in one or more organisations with a large, diversified customer account base. Work experience in a service-based organisation with expertise in customer service, credit control, sales, and billing environments is desirable. The job holder must be computer literate with solid knowledge of MS Office applications, and knowledge of MS Dynamics is an advantage. Initiative, organisational abilities, report writing and correspondence skills with good interpersonal skills are essential characteristics that should be possessed by the individual holding this position. Interaction with staff and management at all organisational levels will be standard. Customer management skills are crucial, alongside an ability to work under pressure and to tight deadlines. Having a customer-focused personality and enjoying problem-solving are two significant traits that will help you succeed in this role.
