Member Support Adviser x 5 - Membership
Salary: Up to £26,000 per annum
Closing Date: Sunday 16 October
We have an exciting opportunity for several Member Support Advisers on a permanent basis. The role will be based across our office in London Bridge and remotely as we operate a hybrid model of working.
As a Member Support Adviser, you will provide support to the general membership of PRS for Music, handling, investigating, and resolving high volumes of member contacts and queries to agreed quality, productivity, adherence and availability standards.
About the Role
The primary activities for the role will be:
- To provide a “best in class” member experience for songwriters, composers and publishers, handling email, telephone (inbound and outbound calls), postal and web queries in a professional manner
- To manage a high volume of member queries, to ensure all cases and actions are appropriately recorded and progressed in line with established Service Level Agreements (SLA), agreed processes, key performance indicators and quality measures
- Evaluation, processing and completion of all types of member queries including financial adjustments to members royalty payments
- Effectively handle all areas of member interaction including telephone calls, e-mails, written correspondence and face to face
- To process membership applications for the Society and membership administration including bankruptcies and successors
- To conduct investigative work related to all member queries and respond to members in a professional manner
- To regularly liaise with other areas of the business to ensure cases are brought to a resolution
- To support improvement project implementation from time to time e.g. new CRM functionality
- To own your personal development by recognising needs, proactively seeking out learning opportunities, fully participating in development activities and requesting support where required
- Assisting with the learning and development of newer/less experienced team members
- Supporting the co-ordination of workload e.g. allocation of member cases / case portal queues etc
- Identifying and driving process improvements and initiatives to improve member experience and/or business efficiency
- Representing PRS at internal meetings and external industry events engaging with members and prospective members to advance the general knowledge and understanding of PRS
The successful candidate will have/be:
- Experience working in a fast paced, target-driven and commercial, customer focused business environment
- Strong written and verbal communication skills - including telephone calls, e-mails, written correspondence, and face to face (assessed)
- Proficiency in working with various software platforms – such as Microsoft Office including Excel, CRM systems e.g. Salesforce and internal bespoke data systems
- Previous contract centre experience
- Knowledge of PRS for Music business or related industries
- GCSEs in Maths and English and educated to a minimum A Level standard, or equivalent
PRS for Music has been at the heart of the music business since 1914, representing our membership of 160,000 songwriters, composers, and publishers. We pay royalties to our members when their musical works are performed, broadcast, streamed, or used in film and TV. We also work on impacting the music industry through collaborations, digital developments, influencing legislation and supporting new musical talent for the future.
We have worked hard at PRS for Music to create a culture where each colleague can bring their true selves to work and thrive.
We want you to have the work/life balance you need, so our flexible working approach covers both location and hours. You can work with your manager to find the hours that work best for you, as long as you are available for meetings when needed. We even provide the opportunity twice a year to work remotely, for up to a month at a time, in the UK or abroad.
We love music and host events so we can socialise as a team and share our passion. From our legendary Christmas Gig to quizzes, drag queen bingo, comedy nights and team socials. Wellbeing is high on our agenda with a full programme of events, webinars, and initiatives, plus a team of Mental Health First Aiders to ensure we are happy, healthy and engaged.
Sound like you?
If so, we would love to hear from you – apply now and send your CV & Covering Letter to firstname.lastname@example.org by Sunday 16 October 2022.