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About the Role
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.
Responsibilities
- 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.
Requirements
- 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 ServiceCloud
- 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
Skills
- Communication skills
- Organizational skills
- Time management skills
Location
- London Bridge Hub
Work Type
- Hybrid working model
- Remote working
Benefits
- Family friendly leave including enhanced maternity and paternity, grandparent, fertility, reproductive and menopause support.
- 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
- Retail discounts
- Gym discounts
- Season ticket or bicycle loan.
About the Company
- 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.
Equal Opportunity
- 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.