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