Senior Member Complaints & Escalations Lead

PRS for Music; Greater London; Hybride; GBP 52 000 - 64 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Affinity Groups

Family friendly leave

Global remote work

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.