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About the Role

The Process Improvement Consultant will identify, prioritize, and deliver evidence-led improvements to enhance the experience for members and colleagues within the Membership department. This role aims to improve processes, knowledge, systems usage, and ways of working in a member-serving contact centre environment by reducing avoidable contact and improving first-contact resolution.

Responsibilities

• Lead process improvement activity across the Membership department, with a particular focus on Member Support and core member-serving contact centre processes.
• Use demand analysis, process mapping, service data and colleague insight to identify failure demand, repeat contact, non-value-add activity and opportunities to improve the member experience.
• Improve case and call handling processes to support better first-contact resolution, clearer ownership, reduced hand-offs and more consistent outcomes for members.
• Strengthen colleague knowledge by identifying knowledge gaps, improving access to accurate guidance and supporting clearer, more consistent ways of working.
• Map and assess end-to-end processes using recognised improvement methodologies, ensuring operational, technical and member impacts are fully understood.

Requirements

• Proven experience of delivering process improvement in a customer or member-serving contact centre, service operation or similar high-volume environment.
• Experience using demand analysis, service data, root cause analysis and colleague insight to identify failure demand, repeat contact and opportunities to improve service outcomes.
• Strong understanding of process mapping and improvement methodologies, with the ability to assess end-to-end journeys from both an operational and member experience perspective.
• Experience improving case handling, call handling, hand-offs, knowledge management and colleague guidance to support more consistent and efficient service delivery.
• Ability to translate data and insight into clear improvement recommendations, business cases and practical delivery plans.
• Experience working with CRM and case management systems, ideally including Salesforce Service Cloud, and the ability to identify opportunities to improve system usage and process alignment.
• Excellent stakeholder management and communication skills, with the ability to influence colleagues and senior stakeholders and support adoption of change.
• Strong organisational and time management skills, with the ability to manage multiple priorities and deliver improvements independently and collaboratively.
• Knowledge of PRS for Music, the Membership function or related rights management, music, licensing or membership-based industries is desirable but not essential.
• Lean Six Sigma training, ideally green belt standard, is desirable.

Skills

• Demand analysis
• Process mapping
• Service data analysis
• Root cause analysis
• Colleague insight
• Stakeholder management
• Communication
• Organisational skills
• Time management
• CRM systems
• Case management systems
• Salesforce Service Cloud
• Lean Six Sigma

Location

• London Bridge Hub

Work Type

• Hybrid
• Remote
• Onsite

Experience Level

• Proven experience

Education Level

• Lean Six Sigma training, ideally green belt standard, is desirable.

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.