Process Improvement Consultant in London

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 identify, prioritise and deliver evidence-led improvements that enhance the experience we offer to members and colleagues across the Membership department.

The role will improve processes, knowledge, systems usage and ways of working in a member-serving contact centre environment, using demand analysis and operational insight to reduce avoidable contact, improve first-contact resolution and ensure members receive high-quality support at all times.

The Process Improvement Consultant will conduct regular demand analysis across all contact channels to understand why members contact us, where demand is repeated or avoidable, and where current processes, knowledge or systems create friction for members and colleagues.

This insight will be used to recommend and deliver improvements that remove failure demand, reduce non-value-add activity and support a digital-first approach to member service.

The main focus of the role will be to work with Member Support and wider Membership teams to improve how member enquiries, cases and calls are handled and resolved.

This includes improving case and call handling processes, strengthening colleague knowledge, clarifying hand-offs with other PRS teams, and improving ways of working with third parties such as ICE and affiliate societies.

The role will also support improvement activity across related processes, including member onboarding and member data maintenance.

Processes will need to be mapped using recognised improvement methodologies and understood from both an operational and technical perspective.

Opportunities for improvement should be assessed and prioritised using data-driven analysis, member and colleague insight, and clear evidence of expected impact.

Once identified, improvements should be clearly scoped, proposed, delivered and embedded in collaboration with the Member Experience team and relevant operational, quality, complaints, technology and business stakeholders.

Responsibilities

• As our Process Improvement Consultant, some of your day to day duties will include…
• Lead process improvement activity across the Membership department, with a particular focus on Member Support and core member-serving contact centre processes.
• Use demand analysis, process mapping, service data and colleague insight to identify failure demand, repeat contact, non-value-add activity and opportunities to improve the member experience.
• Improve case and call handling processes to support better first-contact resolution, clearer ownership, reduced hand-offs and more consistent outcomes for members.
• Strengthen colleague knowledge by identifying knowledge gaps, improving access to accurate guidance and supporting clearer, more consistent ways of working.
• Map and assess end-to-end processes using recognised improvement methodologies, ensuring operational, technical and member impacts are fully understood.

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

About you

• Proven experience of delivering process improvement in a customer or member-serving contact centre, service operation or similar high-volume environment.
• Experience using demand analysis, service data, root cause analysis and colleague insight to identify failure demand, repeat contact and opportunities to improve service outcomes
• Strong understanding of process mapping and improvement methodologies, with the ability to assess end-to-end journeys from both an operational and member experience perspective.
• Experience improving case handling, call handling, hand-offs, knowledge management and colleague guidance to support more consistent and efficient service delivery.
• Ability to translate data and insight into clear improvement recommendations, business cases and practical delivery plans.
• Experience working with CRM and case management systems, ideally including Salesforce Service Cloud, and the ability to identify opportunities to improve system usage and process alignment.
• Excellent stakeholder management and communication skills, with the ability to influence colleagues and senior stakeholders and support adoption of change.
• Strong organisational and time management skills, with the ability to manage multiple priorities and deliver improvements independently and collaboratively.
• Knowledge of PRS for Music, the Membership function or related rights management, music, licensing or membership-based industries is desirable but not essential
• Lean Six Sigma training, ideally green belt standard, is 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
• 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.

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