Quality & Complaints Consultant

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.

Continuously improve the member experience by owning and developing robust quality assurance and complaints management frameworks, applying strong technical expertise, sound judgement and best-practice knowledge to drive consistent, measurable service improvement. Lead the end-to-end handling of cases passed into the complaints process, ensuring each case is assessed, managed and resolved quickly, accurately and in full, with clear communication to members and relevant stakeholders throughout. Take full accountability for complaints resolution, ensuring outcomes are fair, evidence-based, compliant with agreed processes and delivered within required timelines. Own and continually strengthen the quality assurance framework across member cases, calls and member data maintenance activity undertaken across the Membership department, ensuring standards, controls, reporting and follow-up actions are clearly defined and consistently applied. Use quality assurance insight, complaints data, root cause analysis and technical process knowledge to identify recurring issues, service risks and improvement opportunities, working with Member Support and the wider Member Experience team to resolve underlying causes and improve the support provided to members.

As our Quality & Complaints Consultant, some of your day to day duties will include:

• Define, implement, and continuously improve QA and complaints processes, with clear ownership of outcomes, aiming to improve efficiency, consistency, and member outcomes.
• Own end-to-end complaints handling, ensuring prompt, accurate resolution in line with agreed timelines and standards, intervening early to resolve issues before escalation.
• Own and deliver the QA framework across cases, calls, and data, ensuring standards are consistently met.
• Ensure QA is completed on schedule, with clear reporting, actionable insights, and tracked follow-up, aiming to embed a culture of accountability and continuous improvement.
• Identify trends, risks, and root causes, taking decisive action to resolve issues at source and translate insights into measurable improvements across people, processes, and systems.

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:

• Proven experience designing, implementing and leading quality assurance and complaints management frameworks within a customer, membership, regulatory or service-focused environment, with clear accountability for quality standards, governance, controls and outcomes.
• Demonstrable track record of owning end-to-end complaints processes, including complex or high-risk cases, delivering fair, evidence-based resolutions, reducing escalations and improving member or customer outcomes.
• Strong technical expertise in quality assurance methodologies, quality control frameworks, root cause analysis, auditing techniques, process mapping and continuous improvement approaches, with evidence of translating insight into measurable operational improvements.
• Significant experience using quality assurance data, complaints insight, performance metrics and trend analysis to identify risks, drive corrective actions and influence business decisions.
• Strong CRM and case management system expertise, ideally Salesforce Service Cloud, including the ability to analyse data, identify trends and use system capability to improve quality and complaints processes.
• Able to operate autonomously as the recognised subject matter expert for quality assurance and complaints management, taking ownership of outcomes while working collaboratively across the wider Member Experience function.
• Excellent stakeholder management and influencing skills, with the ability to challenge constructively, provide expert guidance and gain buy-in for quality and service improvement initiatives across multiple teams.
• Strong written and verbal communication skills, including the ability to produce clear, evidence-based complaint responses, quality reports, recommendations and senior-level insights.
• Knowledge of PRS for Music, membership organisations, regulated service environments or customer resolution best practice would be advantageous.

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.

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.

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.