Quality & Complaints Consultant

TL;DR

Quality & Complaints Consultant (Membership): Developing and managing robust quality assurance and complaints resolution frameworks to drive service excellence and member satisfaction. Focus on identifying process risks, performing root cause analysis, and leveraging CRM data to implement measurable operational improvements.

Location: Must be based in the United Kingdom (Hybrid role with required in-person attendance at London Bridge Hub).

Company

A world-leading music rights organization dedicated to representing songwriters, composers, and publishers for over a century.

What you will do

• Define and implement end-to-end quality assurance and complaints management processes.
• Manage complex, high-risk complaints to ensure fair, evidence-based, and timely resolutions.
• Strengthen the QA framework across member cases, calls, and data maintenance activities.
• Analyze complaints data and performance metrics to identify recurring service risks and trends.
• Collaborate with cross-functional teams to translate insights into actionable process improvements.
• Act as the subject matter expert for quality standards and governance within the Membership department.

Requirements

• Must be based in the United Kingdom.
• Proven experience designing and leading QA and complaints management frameworks in a service-focused environment.
• Strong technical expertise in auditing techniques, process mapping, and root cause analysis.
• Demonstrable track record of resolving complex, high-risk complaints and reducing escalations.
• Expertise in CRM and case management systems, preferably Salesforce Service Cloud.
• Excellent stakeholder management and influencing skills with the ability to drive change across teams.

Nice to have

• Knowledge of hirify.global or membership-based organizations.
• Experience in regulated service environments.

Culture & Benefits

• Hybrid working model with up to three days per week working from home.
• 25 days holiday entitlement, with the option to purchase up to 5 additional days.
• Opportunity to work from anywhere in the world for up to eight weeks per year.
• Comprehensive family-friendly leave policies including enhanced maternity, paternity, and menopause support.
• Access to eight Affinity Groups promoting an inclusive and diverse workplace.
• Additional perks including retail discounts, gym discounts, and cycle-to-work schemes.

Hiring process

• Virtual first-stage interview via MS Teams.
• In-person second-stage interview at the London Bridge Hub.