About IMRO
IMRO administers the performing right in copyright music on behalf of its members (songwriters, composers and music publishers) and on behalf of members of the international overseas societies that are affiliated to it. IMRO's function is to collect and distribute royalties arising from the public performance of copyright works.
1. Purpose of Job
This position within the Licensing Dept. contributes to the overall operation of the company 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 Customer First - Team Leader.
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.
2. Organisation Chart
The Licensing Administrator – Customer First sits within the Licensing Department which is managed by the Chief Commercial Officer. The Licensing Administrator – CF will report directly into the Head of Commercial Licensing and will work closely with all other members of the Licensing team.
3. Job Context and Content
The Licensing Administrator - Customer First is one of two staff positions responsible for providing IMRO's customers with front line support and resolutions.
4. Principal Accountabilities – In accordance with our Customer Charter
• Assisting all customers in becoming fully compliant with IMRO's tariffs – via promoting the online account set up and payment automation.
• Responding to post/correspondence received from customers and providing responses in a timely, efficient and comprehensive manner.
• Responding to all inbound calls that relate to customer queries in a timely, efficient and comprehensive manner.
• Responding to all inbound emails and Account / Tariff Queries in a timely, efficient and comprehensive manner.
• Outbound calls – Providing customers with updates on any open queries.
• Providing declaration forms to customers.
• Liaising with the Licensing – Team Leader on adjustments and support.
• Liaising with the field and tele sales team – reviewing all open tasks that are with the licensing team and ensuring they are being worked on and that the customer is being kept updated.
• Action all paperwork requests – Sending statements and invoices etc – in a timely, efficient and comprehensive manner.
• CRM Task completion and responsible for providing feedback on the resolution with the customer.
• Updating CRM with every customer contact mandatory.
• Asking for payment from the customer.
• Signing customers up to direct debits, a DML and to online accounts.
• Undertaking such other duties as may be assigned by management from time to time.
5. Working Contacts
Existing and Potential Customers
On a daily basis re resolution of account/invoice queries, clarification of legal obligations in relation to IMRO's and PPI's activities and collection of monies due to IMRO and PPI. Supporting the customer with query resolutions.
Head of Commercial Licensing
On a daily basis, re-briefing on performance in relation to targets set and escalating difficult/unusual issues that may arise with a licensee.
Customer First – Team Leader
On a daily basis, re briefing on performance in relation to targets set and escalating difficult/unusual issues that may arise with a licensee.
Credit Control & Legal Teams
As required regarding queries on customer accounts.
Field Sales & Tele Executives
As required regarding premises checks or queries.
Chief Commercial Officer
On a regular basis regarding wider Licensing department matters
6. Challenges Faced
The core challenge faced by the Licensing Administrator - Customer First is consistently striving to provide a 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 in relation to 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 important in this regard.
7. Planning and Organising
The overall planning and setting of priorities is agreed 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 his/her day-to-day work.
8. Direction Received
Daily contact with the Head of Commercial Licensing and Licensing Administrator responsible for Adjustments determines priorities and any need for focusing/refocusing. Difficult issues are referred to the Head of Commercial Licensing and the Chief Commercial Officer.
9. Knowledge and Experience
A good Leaving Certificate required,
The job holder needs at least 2 years' experience in one or more organisation, with a large diversified customer account base.
Work experience in a service based organisation with experience in customer service, credit control, sales and billing environments is desirable.
The job holder must be computer literate with strong 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 important characteristics that should be possessed by the individual holding this position.
Interaction with staff and management at all levels within the organisation will be common.
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 major traits in making a success of this role.
Diversity and Inclusion
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
Application
Please send a CV and cover letter (in a word document) outlining how you meet the criteria for the role to
The deadline for applications is 5.00 pm on
Friday 10th October 2025
.