Quality & Complaints Coordinator

TL;DR

Quality & Complaints Coordinator (Quality Assurance/Complaints): Improve member experience by owning quality assurance and complaints management, ensuring timely and accurate resolutions with measurable service improvements. Focus on handling complaints cases end-to-end, running QA for cases/calls/member data, and communicating clearly with members and stakeholders to address underlying causes.

Location: Greater London, United Kingdom

Company

hirify.global represents songwriters, composers, and publishers and helps ensure they are paid for their work.

What you will do

• Continuously improve escalation and complaints processes to make them effective for members and internal teams.
• Handle complaints and ensure quick, effective resolution with full accountability.
• Communicate regularly with members and relevant stakeholders to manage complaints and issues.
• Deliver quality assurance processes for member cases, calls, and member data maintenance tasks.
• Work with Member Support and the Member Experience team to identify and address underlying causes of issues and poor quality.

Requirements

• Experience handling cases, complaints, and issues in a customer service or complaints team.
• Understanding of quality assurance processes and objectives.
• Experience working with CRM systems, ideally Salesforce Service Cloud.
• Excellent communication skills.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively in a team.

Culture & Benefits

• Hybrid working model: work from home up to three days a week.
• If working from home for more than 2.5 days per week, complete a remote-working assessment.
• 25 days holiday entitlement with the option to top up twice annually up to a maximum of 30 days.
• Family-friendly leave including enhanced maternity and paternity, grandparent, fertility, reproductive and menopause support.
• Employees can work from anywhere in the world for up to eight weeks per year.
• Support for development and inclusion via Affinity Groups.

Hiring process

• First stage interview virtually on MS Teams.
• Second stage interview in person at the London Bridge Hub.
• Competency-based questions using STAR method examples.