Complaints & Escalations Advisor

1 week ago

Lancashire, United Kingdom PPL PRS Full time

PPL PRS Ltd is a new joint venture between the UK's two music licensing organisations PPL and _PRS for Music_.

They’ve joined forces to streamline part of what they do, making it easier for their customers to obtain a music licence.

Our aim is to provide the best music licensing experience in the world by keeping things simple for our customers. We’re here to ensure writers and performers are fairly rewarded for their talent, but also to support those who use music on a daily basis.

**Purpose Of The Role**

As a Complaints & Escalations Advisor you will assist the Escalations and Complaints Manager with the day-to-day escalations and complaints that come into the business, investigating, providing feedback and working towards a fair resolution for both the Customer and the Business.

**Key Responsibilities**
- To present a professional image of the company and provide effective/excellent service to all customers, so that a positive first and lasting impression is made.
- To efficiently manage complaint cases to resolution, along with reviewing and providing effective feedback on escalated call review requests and manager escalations. Ensuring all customers are treated fairly and in line with our business processes, values and code of conduct.
- To conduct thorough investigations into your assigned cases, to ensure correct outcomes are achieved.
- To liaise with relevant departments and stakeholders to ensure all information and feedback provided to cases is clear and accurate.
- Ensure all complaints are handled within the timeframe set out in the PPL PRS Code of Conduct.
- To provide a professional feedback service to colleagues involved in complaint cases, creating a culture of continuous improvement within Business areas.
- Maintain accurate records on the Company’s internal systems providing a clear and concise audit trail.
- To report any identified breaches in processes and procedures to the Line Manager of the respective Business area, so that corrective action can be implemented to remedy the breach.
- Ensure that we are constantly achieving the highest standard of QA scores, 75% or above.

**Experience and Qualifications**
- Preferred experience of working within a Complaints Team or Escalations Department.
- Working knowledge of Microsoft products, social media platforms, and ability to learn and utilise in house software.

IND1

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