Member Resolution & Complaints Manager

Prs For Music Ltd; Greater London; Hybride; GBP 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Affinity Groups (eight)

25 days holiday entitlement with top‑s

Global remote work up to eight weeks

Retail discounts, gym discounts

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Escalation management

Complaint investigation

SLA & quality

Stakeholder communication

Root cause analysis

Decision making

CRM systems (Salesforce)

Regulators liaison

Outils

Salesforce

Description du poste

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

As our Member Resolution & Complaints Manager, some of your day to day duties will include…

• 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.

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?

Here are just a few things that set PRS for Music apart from the crowd:

• 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.