Team Leader (Member Support)

Location: Greater London, United Kingdom. Hybrid working model with the option to work from home up to three days per week; the second-stage interview takes place in person at the London Bridge Hub.

Company

hirify.global represents songwriters, composers, and publishers, ensuring they are paid for their work while continuing to innovate as a world-leading music rights organisation.

What you will do

• Lead the day-to-day operation of the Member Support team, managing customer demand, service levels, workloads, and resources.
• Monitor operational performance, quality, productivity, customer satisfaction, and key performance indicators.
• Set objectives and build a culture of accountability, ownership, engagement, and high performance.
• Coach team members through feedback, quality reviews, one-to-ones, training, and development activities.
• Manage attendance, conduct, capability, performance matters, recruitment, and onboarding.
• Handle complex customer escalations and use operational data to recommend service improvements.

Requirements

• Proven experience leading a customer service team in a fast-paced contact centre or service environment.
• Experience delivering operational performance through 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 improve services.
• Experience with workforce planning, workload management, customer escalations, recruitment, onboarding, and development.
• Strong communication, stakeholder-management, commercial-awareness, planning, prioritisation, and decision-making skills.

Culture & Benefits

• Inclusive workplace focused on diversity of thought, individuality, and belonging.
• Investment in employee development and access to Affinity Groups.
• Family-friendly leave, including enhanced maternity, paternity, grandparent, fertility, reproductive, and menopause support.
• 25 days of holiday, with the option to increase entitlement up to 30 days.
• Employees can work from anywhere in the world for up to eight weeks per year.
• Additional benefits include retail and gym discounts, season-ticket loans, and bicycle loans.

Hiring process

• First-stage interview held virtually via Microsoft Teams.
• Second-stage interview held in person at the London Bridge Hub.
• Interviews use competency-based questions; candidates are encouraged to prepare examples using the STAR method.