Member Resolution & Complaints Lead (Hybrid)

Prs For Music Ltd; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Affinity Groups (eight)

25 days holiday entitlement with top‑s

Global remote work up to eight weeks

Retail discounts, gym discounts

Job summary

PRS for Music Ltd is seeking a dedicated Member Resolution & Complaints Manager to own complex escalations from receipt to resolution, coordinating with internal teams and external bodies when required. The role demands decisive, discreet judgment and collaboration across departments to improve service outcomes.

The ideal candidate will manage investigations, provide timely updates to stakeholders, and generate insights to drive learning and avoid recurrence.

Qualifications

• Experience of managing escalations, complaints or complex cases in a fast-paced customer service or complaints environment.
• Strong complaint investigation skills, including gathering evidence and producing well-reasoned outcomes.
• Understanding of complaint-handling service levels, confidentiality, record keeping and audit requirements.
• Confident communicating with senior stakeholders and handling sensitive issues with professionalism and empathy.
• Experience of identifying root causes, producing complaint insight and recommending improvements.
• Strong decision-making and collaboration skills balancing member needs, business requirements and risk.

Responsibilities

• Act as an empowered owner for complex escalations and complaints from receipt to resolution within authority levels.
• Investigate escalations thoroughly, gathering information from internal teams to ensure fair outcomes.
• Manage complaints in line with service levels, policies and external dispute-resolution requirements.
• Provide clear updates to senior stakeholders, Members and internal teams throughout the case lifecycle.
• Produce regular complaint insight on volumes, themes and risks to support learning and service improvement.

Skills

Escalation management

Complaint investigation

SLA & quality

Stakeholder communication

Root cause analysis

Decision making

CRM systems (Salesforce)

Regulators liaison

Tools

Salesforce

Job description

PRS for Music Ltd is seeking a dedicated Member Resolution & Complaints Manager to own complex escalations from receipt to resolution, coordinating with internal teams and external bodies when required. The role demands decisive, discreet judgment and collaboration across departments to improve service outcomes.

The ideal candidate will manage investigations, provide timely updates to stakeholders, and generate insights to drive learning and avoid recurrence.