PPL Global Rights Management
Member Operations Specialist
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Member Operations Specialist x 3
12-month Fixed Term Contract
(Hybrid role- 3 days minimum in the office, option to work from home 2)
About the Team
PPL's Member Services team is the primary point of contact for our members, delivering a proactive, high-quality service that supports them at every stage of their journey with PPL. The team actively recruits new members, represents PPL at industry events, and responds to member enquiries, ensuring accounts are accurate and up to date so members can confidently receive the royalties they are entitled to when their music is played.
Our team is passionate about music and committed to providing an excellent experience for performers and recording rightsholders alike, helping to ensure they receive the rewards they deserve for their talent and investment.
What you’ll be doing:
To provide excellent frontline customer service, transactional excellence in support and administration duties to our performer and record company members, in order to maximize their revenue and maintain retention, contributing towards the company and departments objectives.
Key Responsibilities:
- Provide great and efficient customer service to performers and record companies, handling day-to-day queries in a professional and helpful manner, in line with service levels, ensuring all interactions are captured in Salesforce.
- Undertake both inbound and outbound activities within the team.
- Understand and comply with the data policy of PPL, ensuring that the Member Services core system (Salesforce) is maintained and the data within it is accurate.
- Responsible for accurate data within the Salesforce system and to ensure that any transactional work appending or amending this is of the same accuracy, e.g., exporting data and using this in any mailing/contact activities.
- Drive 'best in class' data quality for our members by augmenting, researching, contacting, and using initiative to drive improvements.
- Understand and have the ability to provide great customer service to performers and record companies, handling day-to-day queries in a professional and helpful manner, in line with service levels, ensuring all interactions are captured in Salesforce.
- Respond accurately and professionally to all member queries received by various channels, keep an accurate log of all queries and member updates for audit purposes in line with department processes.
- Work with other teams to develop good processes and procedures for member data management.
- Deal with queries regarding member accounts, repertoire, or payments.
- Understand the issues and be able to accurately explain them. This will often require the use of multiple systems and liaising with multiple teams or departments in order to provide a detailed and comprehensive response.
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What you’ll need:
- Customer Service Experience
- MS Office, PowerPoint & MS Excel to at least intermediate level
- Communication skills
- Planning and Organisational skills
- Ability to manage Projects
- Problem Solving and Analysis skills
- Decision Making and Judgment skills
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If successful at shortlisting stage, you will be invited to attend an assessment centre in the next few weeks.
Why work at PPL?
When you join us at PPL, you’ll become part of a community united by a love for music and a mission to make a difference, by championing music rights. Some key perks include:
- Hybrid working and Flexible working hours
- Work from anywhere in the world for up to 2 weeks per year
- Early finishes on Fridays in the summer months
- Private medical insurance, life assurance, and health cash plan
- Annual allowance to claim back funds spent on your favourite music activity
- Free healthy breakfasts and fresh fruit every day
- Exclusive retail and gym discounts to boost your wellbeing
- Season ticket loans
- Regular socials and music industry related events
- Annual bonus (non-contractual)
Equity, Diversity and Inclusivity at PPL:
At PPL, we believe in fairness and in creating a work environment that respects all lived experiences. We are proud to represent musicians and performers from every section of society and are committed to cultivating a workplace where everyone feels welcome and happy in a safe and trusted space.
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