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 Team Leader (Member Support) is responsible for leading and developing a high-performing team of Customer Service Advisers (known internally as Member Support Advisors), ensuring excellent customer outcomes, achievement of operational targets and a positive, accountable team culture.

Responsibilities

Use operational insight, coaching and effective resource management to balance customer demand, improve performance and deliver continuous service improvement.
Lead the day-to-day operation, ensuring customer demand, service levels, workloads and resources are effectively managed to deliver agreed outcomes.
Monitor and analyse operational performance, quality, productivity and customer satisfaction measures, taking timely action to address risks and improve results.
Set clear expectations and objectives for individuals and the team, creating a culture of accountability, ownership and high performance.
Use coaching, feedback, quality reviews and regular one-to-one meetings to improve capability, confidence and performance.
Manage attendance, conduct, capability and performance matters consistently, fairly and in line with company policy.
Lead team briefings and huddles that communicate priorities, share insight, recognise success and drive engagement.
Support recruitment, onboarding, training and development activities to ensure colleagues are equipped to succeed and progress.
Handle complex and escalated customer issues, balancing customer needs, business requirements and commercial judgement to achieve fair outcomes.
Use operational systems and management information to identify trends, make informed decisions and provide recommendations to management.

About you

Proven experience leading a customer service team in a fast-paced contact centre or service environment.
Demonstrable track record of delivering operational performance through effective people leadership, coaching and resource management.
Experience managing individual and team performance, including attendance, conduct, capability and development.
Strong experience using performance data, management information and customer insight to drive decision-making and service improvement.
Experience of workforce planning, workload management and responding effectively to changing customer demand.
Experience handling complex customer escalations and resolving issues in a fair and commercially appropriate manner.
Experience supporting recruitment, onboarding and development of customer service colleagues.
Strong leadership skills with the ability to create accountability, engagement and high performance.
Excellent coaching and people-management capability, including managing underperformance and difficult conversations.
Strong operational and commercial awareness, with confidence interpreting KPIs and performance data.
Customer-focused judgement and effective decision-making in a fast-paced environment.
Excellent communication and stakeholder-management skills.
Planning, prioritisation and resource-management capability.

What's in it for you?

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.
Family friendly leave, eight Affinity Groups, development investment, plus retail discounts, gym discounts, season ticket or bicycle loan.

The process

First stage interview takes place virtually on MS Teams.
Second stage interview takes place in person at the London Bridge Hub.

Location

Hybrid working model: work from home up to three days a week.

Team Leader, Member Support