Customer Relations Associate

APRA AMCOS is a member-owned music rights management organisation, positioned at the intersection of music, data and technology.
We have more than 124,000 members who are songwriters, composers and music publishers.
We license organisations to play, perform, copy or record our members' music, and we distribute the royalties to our members.

Our One Music team educate the designated industry sectors about licensing obligations and our role in ensuring our members are paid.
Once licensing is established, the Customer Relations team assist businesses (licensees) with their day-to-day queries for the One Music brand.

This role is a full-time permanent position, reporting to the Customer Relations Manager.
As a Customer Relations Associate, you will be providing responsive customer service, working to Service Level Agreements (SLAs), with a standard of excellence to sustain ongoing licensing.
Your role will also include educating both licensees and the public of their licensing obligations, including ensuring music creators are paid for the performance of their works.

The role is based in our Ultimo office, which is on Gadigal land.

As a Customer Relations Associate, your responsibilities will include:

Managing and resolving phone and written queries from licensees including the handling and escalating of disputes and complaints.
Maintaining accounts including contact detail updates, changes of ownership and cancellation information.
Cultivating knowledge of the company's portfolio of licences and tariffs.
Evaluating and managing held accounts with a view to reducing where possible.
Undertaking outbound call/email contact with assigned clients to ensure appropriate licensing coverage.
Obtaining music use information from licensees and providing adjustment instructions to internal Business Partners.

To thrive in this role, you'll need:

Minimum 2 years' experience in portfolio management of high-volume accounts, including continuous evaluation.
Great phone manner demonstrating well-developed interpersonal skills and a customer focus.
Experience in conflict resolution and building rapport.
Strong computer literacy and intermediate ability in Microsoft Office Suites.
Advanced comprehension and written communication skills.

What You'll Love:

Our friendly and collaborative work environment.
Our team thrives on our values of collaboration, respect, skill, imagination, and accountability.

Hybrid work options, combining the convenience of remote work with in-office collaboration.
Generous employee benefits such as: learning and development programs; 18 weeks paid parental leave (including for adoption, foster or kinship care); discounted private health benefits; novated lease vehicles arrangements; access to financial services; employee assistance programs and more.

Application Process:

Ready to be a valued addition to our team? Take the plunge and apply now – we're looking forward to hearing from you Apply by 1 September 2025 by submitting your resume and a cover letter outlining your relevant experience and why you're the right fit for this role.
We're excited to learn more about you

We are committed to being a culturally safe and responsive workplace where staff from all backgrounds feel welcome, respected, and supported.
While this role requires specific skills and experience, we encourage people of all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, and people with disability who are interested in this position to put an application in, even if they're not sure if they meet every single bit of the selection criteria.

We are keen to make our candidates comfortable so they can show us their best.
Please feel free to reach out to our People & Culture team ( hr@apra.com.au ) to discuss support or adjustments in our recruitment process that may be required.

Contact Information:

For any questions, feel free to reach out to Linda Hale, Manager, Customer Relations at lindah@onemusic.com.au.
We look forward to hearing from you

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