At a Glance
- Tasks: Enhance member experience by managing complaints and ensuring quality assurance.
- Company: PRS for Music, a leading organisation supporting songwriters and composers.
- Benefits: Flexible working, 25 days holiday, family-friendly leave, and professional development opportunities.
- Other info: Hybrid working model with a focus on equity and inclusion.
- Why this job: Join a diverse team making a real impact in the music industry.
- Qualifications: Experience in customer service, strong communication skills, and knowledge of CRM systems.
The predicted salary is between 28350 - 34650 £ per year.
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 supporting the quality assurance and complaints management process, with full accountability for timely, accurate resolution and measurable service improvement.
Day-to-day manage cases passed to the complaints process and ensure they are addressed quickly, effectively and in full, including regular communication with the relevant Members and stakeholders. Complete quality assurance processes covering member cases, calls and member data maintenance tasks as undertaken by the teams from across the Membership department. Work with Member Support and the rest of the Member Experience team to address underlying causes of issues, poor quality and complaints – aiming to improve our service and enhance the support we offer members.
As our Quality & Complaints Coordinator, some of your day to day duties will include:
- Support the continuous improvement of our escalation and complaints processes to ensure they work as effectively as possible for members and internal teams
- Handle complaints and ensure resolution is quick and effective
- Communicate effectively with Members and other stakeholders to manage complaints and issues as required
- Support delivery of the quality assurance processes to ensure quality is maintained and areas of concerns are identified and communicated to relevant stakeholders.
- Complete quality assurance on cases, calls and member data maintenance processes following agreed processes and schedules.
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:
- Experience in handling cases, complaints and issues, ideally in a modern, fast-paced and high performing customer service or complaints team
- Understanding of quality assurance processes and objectives
- Experience of working with CRM systems, ideally Salesforce ServiceCloud
- Excellent communication skills
- Strong organizational and time management skills
- Ability to work independently and as part of a team
- Knowledge of PRS for Music business or related industries desirable
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.
Quality & Complaints Coordinator employer: Prs For Music Ltd
At PRS For Music Ltd, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our remote-friendly approach allows for flexibility while working within a diverse team dedicated to accuracy and excellence in royalty distributions. We offer ample opportunities for employee growth and development, making it a rewarding place for those looking to make a meaningful impact in the music industry.
StudySmarter Expert Advice🤫
We think this is how you could land Quality & Complaints Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Prs For Music Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Prs For Music Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality & Complaints Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Prs For Music Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Prs For Music Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Prs For Music Ltd!
How to prepare for a job interview at Prs For Music Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
