ICE – Customer Solutions Manager (London)

About the Role

The Customer Solutions team has overall responsibility for identifying, managing, resolving and implementing resolutions to specific customer queries that require an increased level of technical or analytical expertise, or ICE specialist knowledge. The role provides solution-focused technical expertise to quickly resolve “stage two” (complex) queries, issues and investigations to the highest level of quality with a focus on re-occurrence avoidance. Accountable for measuring, monitoring and tracking these queries for society and publisher customers and developing and delivering full comprehensive reporting of such, this role plays a key part in improving customer experience and ensuring that ICE learn lessons to improve & future-proof processes. This role 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 high 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, remove root cause issues and support external accreditation achievement to validate 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.

Please note, this role does not include people management.

Key Responsibilities:

• Act as “stage two” resolution for complex customer queries, investigations and issues
• Resolve queries using an analytical and data-driven approach to ensure detailed investigations are completed and solutions documented to the highest standard
• Project manage the various internal and external end-to-end activities required to deliver solutions
• Liaise with Head of Complex Service Solutions to identify potential solutions, create resulting action plans, and proactively input into initiatives to improve all deliverables on “stage two” queries
• Act as a business partner to Customer Relationship Managers at meetings with customers, providing detailed updates on incidents and complex query investigations
• In partnership with Risk, Assurance & Transformation teams, 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
• Work in collaboration with Service Desk to support increased first stage resolution capabilities where possible

Requirements and Qualifications:

Experience and Qualifications

• Industry or technical expert with sound understanding of ICE processes and customer needs
• Strong analytical and problem-solving skills with excellent attention to detail, and a solution-focused approach to remove perceived barriers to delivery/success
• Proven background in optimising processes, managing issues, simplifying complexity and constructively challenging the status quo to drive continuous improvement
• Expert 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
  • Copyright administration
  • Query resolution, particularly via ticketing platform e.g. ServiceNow
  • Project management
  • 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 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
• A fast/keen learner looking to grow their knowledge of the entire ICE ecosystem (Copyright, Online Processing and Licensing, and all customer service offerings)