Head of Member Experience & Support

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 Membership team at PRS manage the relationships with our c. 180,000 writer and publisher members, and we have an exciting opportunity for a Head of Member Experience & Support to join the Membership leadership team. This new role reports into the Chief Membership Officer and is responsible for leading and transforming the contact and case handling experience through all our support channels for all members of PRS for Music and associated partnerships.

We are looking for a self driven, inspirational, goal-oriented leader who alongside proven experience leading high performing teams, also brings significant transformation capability and experience designing, driving and delivering change.

Responsibilities

As our Head of Member Experience & Support, some of your day to day duties will include …

• Leading the development of the strategic direction and plans for contact handling, case management, channel development /support and supporting tools/technology, with a focus on digitalisation and member self serve.
• Developing a high performance culture in our Member Experience & Support teams – with c. 4 direct reports and a total department of c. 40.
• Driving and delivering the Membership vision and strategy through proactive leadership and optimisation of ways of working, with a laser focus on continuous improvement.
• Setting and delivering the roadmap to transform the operation of member contact handling and support in line with broader PRS strategy – driving data led initiatives and implementing industry best practices to optimise performance and member satisfaction.
• Owning, proactively monitoring and driving performance to ensure quantitative and qualitative operational KPIs are consistently met.
• Continuously improving the Member Experience through leadership and development of quality, complaints, MI and training functions.

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

About You

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 senior leadership experience in a modern, fast-paced high performing small to medium omni-channel complex case handling contact centre, dealing with complex industry related technical queries. Includes leading both delivery/frontline teams, as well as enabling functions (quality assurance, business improvement, complaints, reporting).
• Significant experience in contributing to the transformation of a technical and task driven contact handling/ customer service team / function.
• Detailed knowledge of contact centre industry best practices, how to design and set up the relevant processes, required data, supporting frameworks as well as workforce management and knowledge management strategies and complex query management.
• Experience of implementation and optimisation of CRM systems, ideally Salesforce ServiceCloud.
• Demonstrable experience in setting and delivering transformation, experience in lean sigma, systems thinking and lean thinking where possible.

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.

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.

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.

If you sound like you could be the right person for the job, apply now.

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.