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.

THE MEMBER EXPERIENCE TEAM

The Member Experience Team is a key part of the Membership department, working to improve, refine and extend the service we offer our Members. This includes working on a range of project and processes across all areas of service that the department offers - including case handling, the digital experience of our members, management of internal systems and the implementation of key processes.
Responsibilities:

As our Quality Assurance & Training Consultant, some of your day to day duties include…

• Developing and delivering a new QA process for the Membership department covering all service channels – ensuring the process is as automated as possible
• Leading the ongoing management of the QA process – undertaking key elements and supporting team leaders as needed.
• Acting as the initial point of escalation for complaints for the Member Support team – aiming to address and resolve if possible. Responsible for the handling from receipt to conclusion of complaints from the Ombudsman, keeping senior management fully informed as required.
• Identifying training needs, prioritise and plan training to improve service quality across Membership, including enhancing customer service skills, communication excellence, problem solving and development of PRS/industry knowledge. Work in collaboration with the PRS Learning Partner, as required.
• Delvering training as required, or support other trainers and SMEs to do so.

For a full list of duties, please email the recruitment team and request a copy of the job description.
About you:

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:

• Knowledge of a range of PRS of Music processes, systems and member requirements.
• Demonstrable understanding and experience with QA and training processes, and complaints handling.
• Understanding and ideally experience of CRM systems such as Salesforce.
• Proven track record working towards targets and meeting KPI’s.
• Ability to work with people at all levels within an organisation up to and including senior leaders and the CEO.
• Strong communication skills, both oral and written
• Excellent presentation and instructional design skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team

THE ROLE

Devise and lead the quality assurance (QA) process and training functions within the Membership department. Provide a focus on best-in-class service quality and help to create a high performing, skilled and engaged Membership department.
The quality assurance process will be delivered across all our service channels to ensure the highest standards, including a key focus on cases managed in Salesforce and phone support provided to Members.
Additionally work with the Senior Member Experience Manager and other leadership roles in Membership to identify, prioritise,plan training across the Membership department - contributing to the delivery of training (along with other trainers & SMEs in the department) as required.
Provide an escalation point for complaints, aiding Member Support with quick and effective resolution.

As our Quality Assurance & Training Consultant, some of your day to day duties include…

• Developing and delivering a new QA process for the Membership department covering all service channels – ensuring the process is as automated as possible
• Leading the ongoing management of the QA process – undertaking key elements and supporting team leaders as needed.
• Acting as the initial point of escalation for complaints for the Member Support team – aiming to address and resolve if possible. Responsible for the handling from receipt to conclusion of complaints from the Ombudsman, keeping senior management fully informed as required.
• Identifying training needs, prioritise and plan training to improve service quality across Membership, including enhancing customer service skills, communication excellence, problem solving and development of PRS/industry knowledge. Work in collaboration with the PRS Learning Partner, as required.
• Delvering training as required, or support other trainers and SMEs to do so

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