Operations Agent (m/f/d) (mainly home-based)

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 Role

At the heart of ICE Services is Service Operations, where our team of experts consolidate complex song ownership and rights data from multiple sources to provide the industry’s most authoritative and trusted source of the truth, underpinning accurate royalty payments from a wide range of sources as well as supporting several other operational services to the business and to customers.

We are expanding our Operations team and are currently recruiting in London for Operations Agents (m/f/d) on an initial 2-year fixed term contract, with a starting salary of £25K, increasing to £31K after successful completion of probation period. This role is primarily home-based, with a minimum requirement to attend the London office once a month for a team day.

What you’ll be doing…

The initial focus of this role will be to support the Copyright service by reviewing, comparing and reconciling incoming Musical Work registrations from CMOs and publishers to ensure that the ICE Copyright database accurately reflects all interested parties and their contributions/claimable shares. They identify potential anomalies, research missing data utilising authoritative sources and liaise with ICE Services Customers to aid a prompt resolution of any conflicts. Our agents ensure that all ICE Services processing and operational activities achieve the contracted SLAs and delivers a service that supports our Customers licensing, invoicing and distribution deadlines.

Key Responsibilities:

• Review, compare and reconcile information from members of our customers, licensees and other sources
• Identify potential anomalies, research missing data utilising authoritative sources and liaise with ICE Customers
• Ensure that all ICE Services processing activities achieve the contracted SLAs
• Delivers a service that supports our Customers licensing, invoicing and distribution deadlines

Requirements and Qualifications:

Analytical and detail-oriented skills

• Data Accuracy: Ability to detect discrepancies, errors or inconsistencies in information received.
• Problem solving: Capability to identify root causes of data and information mismatches and develop solutions
• Critical thinking: Evaluating data to determine its relevance, accuracy and reliability

Adaptability

• Ability to be able to quickly learn and adapt to using in house tools and systems (full training provided)

Research Skills

• Investigative abilities: Capacity to find missing or incorrect information through research.
• Resourcefulness: Knowing where and how to gather relevant data from internal or external sources Communication skills
• Coordinating with other teams and team members to clarify information
• Ability to convey information accurately clearly and with a high level of professionalism

Organisation Skills

• Time Management: Prioritizing tasks to meet deadlines while maintaining accuracy

Soft Skills

• Attention to detail: Ensuring all information is reviewed and entered is precise and accurate
• Persistence and tenacity: Following through on investigations and cases until issues are resolved
• Proactive approach: identifying potential data issues before they escalate
• Driven and high performer: Seeks opportunities to enhance skill sets and ability to complete other operational activities

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.

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.