Also known as

Customer service agent

Skill Level

An interest or passion for music or knowledge of rights business or related industries and experience working in a customer service environment either over the phone or face-to-face.

What does a Member Services Representative do?

Delivers best service possible to members when they have requests or queries, always looking for ways to improve our service to them.

• Take ownership of service requests from end to end to deliver excellent customer service
• Relate to members to understand their perspective and help overcome difficult conversations
• Record, manage and progress member queries in line with established Service Level Agreements (SLA), key performance indicators and quality measures
• Evaluate and process financial adjustments to members royalty payments
• Effectively handle all areas of member interaction including telephone calls, e-mails, written correspondence and face to face
• Process membership applications for the Society and membership administration including bankruptcies and successors
• Liaise with other areas of the business to ensure service requests are brought to a quick resolution

What’s a Member Services Representative good at?

Good interpersonal skills, active listening, building rapport, and clear communication skills. Excellent telephone and written skills, good time management and be goal orientated. Confident and resilient in handling complaints and sensitive or difficult conversations.

Tools of the trade:

Who does a Member Services Representative work with?

Member queries range from musicians, publishers, writers, managers, accountants including the general public. Internally, the role interfaces with all parts of the business including finance, licensing, international, distribution & operations.

How do I become a Member Services Representative?

Have a background in the music industry or a passion for music.

Gain experience in customer services via a call centre or dealing with customers face-to-face in any industry. Alternatively, gain experience in financial services, processing financial adjustments.

Gain GSCEs (A-C) and ideally A Levels at school or college.

Get experience of MS Office tools.

Is the role a skills shortage?

No

For further information on companies who employ this kind of role see UK Music members PPL https://www.ppluk.com/ and PRS For Music https://www.prsformusic.com/

For more inspiring ideas on careers in the Creative Industries check out: https://discovercreative.careers/#/