Member Resolution & Complaints Manager

PRS for Music; Greater London; Hybrid; GBP 52,000 - 64,000; Full time

Benefits offered by this job

Hybrid working

Affinity Groups

Family friendly leave

Global remote work

Job summary

PRS for Music is seeking a dedicated professional to own and resolve complex member escalations and complaints, including external dispute-resolution cases where required.

The role requires confident decision-making, discretion and collaboration with Member Support, senior stakeholders and external bodies to ensure fair, timely outcomes. The hybrid London-based position offers diverse benefits and development opportunities.

Qualifications

• Experience of managing escalations, complaints or complex cases in a fast-paced customer service environment.
• Strong complaint investigation skills with evidence gathering and fair outcomes.
• Experience with CRM systems, preferably Salesforce.

Responsibilities

• Act as the empowered owner for complex member escalations, from receipt to resolution.
• Investigate thoroughly, gather information from internal teams, ensure well-evidenced outcomes.
• Manage complaints in line with service levels and external dispute-resolution requirements.
• Provide regular updates to senior stakeholders and internal teams throughout the case lifecycle.
• Produce complaint insight on volumes, themes, root causes and risks to support learning.

Job description

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.

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 Role

To own and resolve complex member escalations and complaints, including ombudsman or external dispute-resolution cases where required, ensuring fair, timely and well-evidenced outcomes while driving learning and service improvement.

This is a high-profile role requiring confident decision-making, creative thinking, discretion and strong collaboration across Member Support, senior stakeholders, external dispute-resolution bodies and other departments to resolve complex cases and prevent repeat issues.

Responsibilities

• Act as an empowered point of ownership for complex member escalations and complaints from receipt through to resolution, making or recommending appropriate decisions within agreed authority levels and ensuring each case is managed promptly, effectively and in full.
• Investigate escalations and complaints thoroughly, gathering relevant information, evidence and input from internal teams to ensure fair, balanced and well-evidenced outcomes.
• Manage complaints in line with agreed service levels, internal policies, quality standards and any relevant ombudsman or external dispute-resolution requirements.
• Provide clear, regular updates to senior stakeholders, Members and internal teams, ensuring expectations are managed professionally throughout the case lifecycle.
• Produce regular complaint insight on volumes, themes, root causes, outcomes, risks and repeat issues to support learning, training and service improvement.

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:

• Experience of managing escalations, complaints or complex cases in a fast-paced customer service or complaints environment.
• Strong complaint investigation skills, including gathering evidence, assessing information and producing clear, fair and well-reasoned outcomes.
• Understanding of complaint-handling service levels, quality standards, confidentiality, record keeping and audit requirements.
• Confident communicating with senior stakeholders and handling sensitive or high-profile issues with professionalism, empathy and sound judgement.
• Experience of identifying root causes, producing complaint insight and recommending improvements that support learning, training and process change.
• Strong decision-making, creative problem-solving and collaboration skills, with the ability to balance member needs, business requirements and risk.
• Experience of working with CRM systems, ideally Salesforce.
• Experience of liaising with ombudsman, regulators or external dispute-resolution organisations, and knowledge of PRS for Music or related industries, desirable.

What’s in it for you?

• 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.

The Process

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 use competency-based questions within our interviews. This allows you to provide examples of situations where you have had to demonstrate the required skills relevant to the role you are applying for. To assist your preparation for interview, research the STAR method to aid bringing your examples to life.

Location

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.