Continuous Improvement Coordinator
Department: Member Services
Location: London (Hybrid – minimum 3 days in office)
Contract: Permanent
About the Team
PPL’s Member Services team manages the enquiries of our membership across both performer and recording rightsholder categories. Our Member Services team is passionate about music and works to help ensure all our members’ accounts are up to date so they are able to collect the royalties they are owed when their recorded music is played on radio, TV, online and in public.
What you’ll be doing:
As PPL’s Continuous Improvement Coordinator, you’ll help make everyday processes work better for our members and colleagues. Reporting to the Continuous Improvement Lead, you’ll support practical improvements across Member Services that increase efficiency, strengthen quality and deliver a better member experience.
You’ll bring together data, colleague feedback and member insight to understand what could work better, document processes and coordinate agreed changes. Working closely with teams across the business, you’ll help turn ideas into clear actions, support colleagues to adopt new ways of working and track whether improvements are making a lasting difference.
Key Responsibilities:
- Help maintain a clear pipeline of improvement opportunities, recording priorities, ownership, progress and expected benefits.
- Gather and analyse operational data, colleague feedback and member insight to spot inefficiencies, control gaps and opportunities to improve.
- Map end-to-end processes and support root-cause analysis to understand underlying issues, rather than just the symptoms.
- Coordinate discussions with operational teams, process owners and project colleagues to explore practical solutions that simplify, standardise or automate ways of working.
- Support the assessment of improvement proposals, considering benefits, effort, risks, dependencies and the impact on members and colleagues.
- Keep improvement activity on track by maintaining plans, actions, risks, issues and decisions, and escalating barriers when needed.
- Develop and maintain clear, accurate process maps, procedures, controls and guidance that remain accessible and up to date.
- Help define success measures and track benefits, working with the Training and Quality Assurance Team before and after implementation to check improvements are working as intended.
- Coordinate communications, training and implementation support to help colleagues adopt changes, and support process owners to embed improvements into everyday working.
- Prepare clear progress updates and recommendations, share lessons learned and good practice, and champion PPL’s values through an open, inclusive and constructive approach.
About You
You’re curious about how things work and enjoy finding practical ways to make them better. Organised, analytical and collaborative, you’re comfortable bringing information together, asking constructive questions and helping people turn ideas into action. You’ll build positive working relationships, follow through on commitments and consider how changes affect members, colleagues and the wider business.
Key Requirements:
- Some experience supporting continuous improvement, process improvement, change, project coordination or administrative activity, including coordinating actions, documentation and stakeholders.
- Strong written and verbal communication skills, with the ability to adapt information for different audiences and build positive relationships across teams.
- Good organisational and time-management skills, with the ability to manage competing priorities, meet deadlines and follow through on agreed actions.
- Analytical and problem-solving skills, with the ability to interpret operational information, identify themes and take a practical, solution-focused approach.
- The ability to document processes, contribute to discussions and turn information into clear actions and guidance, with strong attention to detail.
- Proficiency in Microsoft Office applications, particularly Word, Excel and PowerPoint.
- Basic knowledge of continuous improvement and process-improvement principles, plus an understanding of process controls, quality assurance, measurement and benefits tracking.
- A good standard of general education, including English and mathematics, or equivalent practical experience.
Useful, but not essential:
- Experience in a customer service or operational environment;
- familiarity with Salesforce or similar workflow systems;
- experience supporting automation or digital improvements;
- and skills in workshop facilitation, presentation, process mapping, reporting or data visualisation.
- Training in continuous improvement or project management, knowledge of project management approaches or customer journey and service-design principles, and confidence supporting change through collaboration would also be welcome.
Why work at PPL?
When you join us at PPL, you’ll become part of a community united by a love for music and a mission to make a difference, by championing music rights. Some key perks include:
- Hybrid working and Flexible working hours.
- Work from anywhere in the world for up to 2 weeks per year.
- Early finishes on Fridays in the summer months.
- Private medical insurance, life assurance and health cash plan.
- Annual allowance to claim back funds spent your favourite music activity.
- Free healthy breakfasts and fresh fruit every day.
- Exclusive retail and gym discounts to boost your wellbeing.
- Season ticket loans.
- Regular socials and music industry related events.
- Annual bonus (non-contractual).
Equity, Diversity and Inclusivity at PPL:
At PPL, we believe in fairness and in creating a work environment that respects all lived experiences. We are proud to represent musicians and performers from every section of society and are committed to cultivating a workplace where everyone feels welcome and happy in a safe and trusted space.
