At a Glance
- Tasks: Deliver top-notch customer service to music performers and record companies while managing member queries.
- Company: Join PPL, a passionate community dedicated to championing music rights.
- Benefits: Enjoy hybrid working, flexible hours, private medical insurance, and exclusive discounts.
- Other info: Work in a supportive environment with opportunities for growth and regular social events.
- Why this job: Be part of a vibrant team making a real difference in the music industry.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
Member Operations Specialist x 3 12-month Fixed Term Contract (Hybrid role- 3 days minimum in the office, option to work from home 2)
PPL’s Member Services team is the primary point of contact for our members, delivering a proactive, high-quality service that supports them at every stage of their journey with PPL.
The team actively recruits new members, represents PPL at industry events, and responds to member enquiries, ensuring accounts are accurate and up to date so members can confidently receive the royalties they are entitled to when their music is played.
Our team is passionate about music and committed to providing an excellent experience for performers and recording rightsholders alike, helping to ensure they receive the rewards they deserve for their talent and investment.
Key Responsibilities
- Provide great and efficient customer service to performers and record companies, handling day to day queries in a professional and helpful manner, in line with service levels, ensuring all interactions are captured in Salesforce.
- Undertake both inbound and outbound activities within the team.
- Understand and comply with the data policy of PPL ensures that the Member Services core system (salesforce) is maintained and the data within it is accurate.
- Responsible for accurate data within the Salesforce system and to ensure that any transactional work appending or amending this is of the same accuracy e. g. exporting data and using this in any mailing/contact activities.
- Drive ‘best in class’ data quality for our members by augmenting, researching, contacting and using initiative to drive improvements.
- Understand and have the ability to provide great customer service to performers and record companies, handling day to day queries in a professional and helpful manner, in line with service levels, ensuring all interactions are captured in Salesforce.
- Respond accurately and professionally to all member queries received by various channels, keep an accurate log of all queries and member updates for audit purposes in line with department processes.
- Work with other teams to develop good processes and procedures for member data management.
- Deal with queries regarding member accounts, repertoire or payments.
- Understand the issues and be able to accurately explain them.
- This will often require the use of multiple systems and liaising with multiple teams or departments in order to provide a detailed and comprehensive response.
- What you’ll need
- Customer Service Experience
- MSOffice, Powerpoint & MS Excel to at least intermediate level
- Communication skills
- Planning and Organisational skills
- Ability to manage Projects
- Problem Solving and Analysis skills
- Decision Making and Judgment skills
If successful at shortlisting stage, you will be invited to attend an assessment centre in the next few weeks.
Why work at PPL?
When you join us at PPL, you’ll become part of a community united by a love for music and a mission to make a difference, by championing music rights. Some key perks include:
- Hybrid working and Flexible working hours
- Work from anywhere in the world for up to 2 weeks per year
- Early finishes on Fridays in the summer months
- Private medical insurance, life assurance and health cash plan
- Annual allowance to claim back funds spent your favourite music activity
- Free healthy breakfasts and fresh fruit every day
- Exclusive retail and gym discounts to boost your wellbeing
- Season ticket loans
- Regular socials and music industry related events
- Annual bonus (non-contractual)
Equity, Diversity and Inclusivity at PPL
At PPL, we believe in fairness and in creating a work environment that respects all lived experiences.
We are proud to represent musicians and performers from every section of society and are committed to cultivating a workplace where feel welcome and happy in a safe and trusted space.
Established in 1934, PPL exists to help ensure that those who invest their time, talent and money to make recorded music are fairly paid for their work.
By licensing businesses and broadcasters all across the UK, and collecting royalties arising from the use of recorded music overseas, we do the heavy lifting for our members.
Doing that heavy lifting are over 200 employees with a shared passion for music, who work hard behind the lights and sounds of the music industry on behalf of the many thousands of performers and record companies PPL represents.
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Member Operations Specialist in London employer: Ppluk
Ppluk is an exceptional employer that values flexibility and employee well-being, offering a hybrid work model in the vibrant city of London. With a strong focus on professional growth, employees benefit from private medical insurance and a supportive work culture that encourages collaboration and innovation. Joining Ppluk means being part of a dynamic team that plays a crucial role in shaping licensing strategies for major broadcasters, providing meaningful and rewarding career opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Member Operations Specialist in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Ppluk.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Ppluk. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Member Operations Specialist in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Ppluk.
How to prepare for a job interview at Ppluk
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Ppluk's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Ppluk offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
