At a Glance
- Tasks: Lead and transform member support experiences for 180,000+ writers and publishers.
- Company: PRS for Music, a world-leading organisation representing songwriters and composers.
- Benefits: Flexible working, 25-30 days holiday, family-friendly leave, and diverse affinity groups.
- Other info: Join a culture of acceptance and innovation with excellent career development opportunities.
- Why this job: Make a real impact in the music industry while leading a high-performing team.
- Qualifications: Proven senior leadership experience in complex case handling and customer service.
The predicted salary is between 60000 - 80000 £ per year.
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 Service Cloud.
- 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.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Member Experience & Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PRS for Music. 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 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 Head of Member Experience & Support in London
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:Your cover letter is your chance to shine! Tell us why you want to work at PRS for Music 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!
How to prepare for a job interview at PRS for Music
✨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.
