Quality & Complaints Coordinator

Overview

Music wouldn't exist without the work of songwriters, composers and publishers. We're here to represent them and make sure that they are paid for their work. After more than a century in the industry, we continue to innovate as a world-leading organisation.

Continuously improve the member experience by supporting the quality assurance and complaints management process, with full accountability for timely, accurate resolution and measurable service improvement.

Day-to-day manage cases passed to the complaints process and ensure they are addressed quickly, effectively and in full, including regular communication with the relevant Members and stakeholders.

Complete quality assurance processes covering member cases, calls and member data maintenance tasks as undertaken by the teams from across the Membership department.

Work with Member Support and the rest of the Member Experience team to address underlying causes of issues, poor quality and complaints - aiming to improve our service and enhance the support we offer members.

• Support the continuous improvement of our escalation and complaints processes to ensure they work as effectively as possible for members and internal teams
• Handle complaints and ensure resolution is quick and effective
• Communicate effectively with Members and other stakeholders to manage complaints and issues as required
• Support delivery of the quality assurance processes to ensure quality is maintained and areas of concerns are identified and communicated to relevant stakeholders.
• Complete quality assurance on cases, calls and member data maintenance processes following agreed processes and schedules.

At PRS for Music, we want you to bring the best version of yourself to work. We believe that celebrating individuality promotes a culture of acceptance and openness. Along with being whoever you want to be, in an ideal world you will also have:

• Experience in handling cases, complaints and issues, ideally in a modern, fast-paced and high performing customer service or complaints team
• Understanding of quality assurance processes and objectives
• Experience of working with CRM systems, ideally Salesforce Service Cloud
• Excellent communication skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team
• Knowledge of PRS for Music business or related industries desirable

• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We are consciously inclusive and have eight Affinity Groups which you can join and make an impact
• We invest in the development of our people to drive our ambitions forward
• We offer a range of family friendly leave including enhanced maternity and paternity, grandparent, fertility, reproductive and menopause support.
• We know time to rest and recharge is important which is why we offer 25 days holiday entitlement with the option to top up twice annually up to a maximum of 30 days
• Employees can work from anywhere in the world for up to eight weeks of the year
• Plus a whole range of other benefits, including retail discounts, gym discounts, season ticket or bicycle loan.

Our Interview Process For This Role Is Simple

• First stage interview will take place virtually on MS Teams.
• Second stage interview will take place in person at our London Bridge Hub.

We offer a hybrid working model, allowing employees to work from home up to three days a week.

To ensure the health and safety of all our employees, if you wish to work from home for more than 2.5 days per week, we will conduct a quick and easy remote-working assessment.

At PRS we are committed to equity, diversity, inclusion and belonging for all. We have taken a holistic approach to ensure that no one feels excluded regardless of age, class, sexuality, gender, race, religion, or ability. We value the needs of everyone in our organisation and strive to build an environment where our employee’s contributions are recognised in order that everyone may thrive.