Music is Universal
 
It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.

We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com.

The A Side: A Day in The Life

As a Support Manager, you will work within our existing customer service infrastructure to support internal and external partners. In this role, you will provide responsive frontline support, contribute to and leverage an extensive knowledge base, and handle user setup, admin and permissions tasks. You’ll also play a central role in improving support standards, policies and procedures as well as drive system improvements.

Strong background in customer service, analysis, support systems and stakeholder management required.

The B Side: Skills & Experience

Be Organized

• Take a hands-on approach in rapidly responding to common inquiries and directing users to relevant help articles.

Be Analytical

• Identify patterns in feedback to identify and escalate problems, upgrades to our processes, knowledge base, and communication strategies with internal and external partners.
• Identify and implement automations in our customer service applications based on first-hand experience with recurring issue types.

Be Collaborative

• Deliver consistently in terms of speed and quality of response, both as an individual and in collaboration with other teams.
• Understand the functions of various teams within the company and escalate issues to them as needed.
• Develop cross-departmental relationships to identify areas where we can create internal and external documentation and training materials (presentations, guides, forms).
• Disseminate application training materials and updates while also providing feedback on issues, bugs, and feature requests to the Product Team.

Be Innovative

• Facilitate and improve the knowledge capture process while helping to build and maintain our knowledge base.

Person Specification

• Proven track record in customer facing support management role, especially in digital music distribution or related fields.
• Strong attention to detail, extremely well-organized and able to deliver across multiple simultaneous tasks.
• Excellent customer service and relationship-building capability — always with a professional demeanour.
• Ability to handle day-to-day inquiries and apply that experience to drive conversations around process improvement.
• Experience in Zendesk mechanics including configuration, views, automations, SLAs, triggers, and reporting.
• Experience integrating systems like Zendesk with Confluence, JIRA, Monday.com, Slack and proprietary systems a plus.
• Articulate in written and oral communication skills with a knack for technical writing.
• Experience with top digital music service interfaces, social media applications, and digital music best practices a major plus.

Benefits

• Group Personal Pension Scheme (between 3% and 9%)
• Private Medical Insurance
• 25 paid days of annual leave
• Interest Free Season Ticket Loan
• Holiday Purchase scheme
• Dental and Travel Insurance options
• Cycle to Work Scheme
• Salary Sacrifice Cars
• Subsidised Gym Membership
• Employee Discounts (Reward Gateway)

Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.

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