Team Leader

Prs For Music Ltd; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Hybrid work model

25 days holiday

Eight affinity groups

Remote work up to 8 weeks

Retail discounts

Gym discounts

Season ticket or bicycle loan

Job summary

PRS for Music Ltd in London is seeking a Team Leader (Member Support) to lead a high-performing customer service team, drive service levels and maintain an accountable culture.

You will coach advisers, manage performance, analyse MI, support recruitment and development, and handle complex escalations while delivering fair outcomes and customer-focused decisions.

Qualifications

• Proven experience leading a customer service team in a fast-paced contact centre or service environment.
• Demonstrable track record delivering operational performance through people leadership, coaching and resource management.
• Experience managing individual and team performance, including attendance, conduct, capability and development.
• Strong experience using performance data and customer insight to drive decisions and improvements.
• Experience of workforce planning, workload management and adapting to changing demand.
• Experience handling complex customer escalations and resolving issues fairly and commercially.
• Experience supporting recruitment, onboarding and development of customer service colleagues.
• Strong leadership with ability to foster accountability and high performance.
• Excellent coaching and people-management capability, including handling underperformance and difficult conversations.
• Strong operational and commercial awareness, with confident KPI interpretation.
• Customer-focused judgement and effective decision-making in a fast-paced environment.
• Excellent communication and stakeholder-management skills.
• Planning, prioritisation and resource-management capability.

Responsibilities

• Lead day-to-day operation, ensuring demand, service levels and resources deliver agreed outcomes.
• Use coaching and MI to balance demand and drive continuous service improvement.
• Monitor performance, quality, productivity and customer satisfaction; take timely actions.
• Set clear expectations and cultivate a culture of accountability and high performance.
• Lead team briefings and recruitment, onboarding and development activities.
• Handle complex customer issues balancing needs, business requirements and fair outcomes.
• Provide management with insights and recommendations from MI and trends.

Skills

People leadership

Coaching

Performance management

Data-driven decisions

Workforce planning

Stakeholder management

Communication

Resource management

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.

The Role

The Team Leader (Member Support) is responsible for leading and developing a high-performing team of Customer Service Advisers (known internally as Member Support Advisors), ensuring excellent customer outcomes, achievement of operational targets and a positive, accountable team culture.

Responsibilities

• Use operational insight, coaching and effective resource management to balance customer demand, improve performance and deliver continuous service improvement.
• Lead the day-to-day operation, ensuring customer demand, service levels, workloads and resources are effectively managed to deliver agreed outcomes
• Monitor and analyse operational performance, quality, productivity and customer satisfaction measures, taking timely action to address risks and improve results.
• Set clear expectations and objectives for individuals and the team, creating a culture of accountability, ownership and high performance.
• Use coaching, feedback, quality reviews and regular one-to-one meetings to improve capability, confidence and performance.
• Manage attendance, conduct, capability and performance matters consistently, fairly and in line with company policy.
• Lead team briefings and huddles that communicate priorities, share insight, recognise success and drive engagement.
• Support recruitment, onboarding, training and development activities to ensure colleagues are equipped to succeed and progress.
• Handle complex and escalated customer issues, balancing customer needs, business requirements and commercial judgement to achieve fair outcomes.
• Use operational systems and management information to identify trends, make informed decisions and provide recommendations to management.

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

About you

• Proven experience leading a customer service team in a fast-paced contact centre or service environment.
• Demonstrable track record of delivering operational performance through effective people leadership, coaching and resource management.
• Experience managing individual and team performance, including attendance, conduct, capability and development.
• Strong experience using performance data, management information and customer insight to drive decision-making and service improvement.
• Experience of workforce planning, workload management and responding effectively to changing customer demand.
• Experience handling complex customer escalations and resolving issues in a fair and commercially appropriate manner.
• Experience supporting recruitment, onboarding and development of customer service colleagues.
• Strong leadership skills with the ability to create accountability, engagement and high performance.
• Excellent coaching and people-management capability, including managing underperformance and difficult conversations.
• Strong operational and commercial awareness, with confidence interpreting KPIs and performance data.
• Customer-focused judgement and effective decision-making in a fast-paced environment.
• Excellent communication and stakeholder-management skills.
• Planning, prioritisation and resource-management capability.

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.