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 educates the designated industry sectors about licensing obligations and our role in ensuring our members are paid.
Once licensing is established, the Customer Relations team assists 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 provide 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 about 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 handling and escalating 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 vehicle arrangements; access to financial services; employee assistance programs, and more.
Application Process: Ready to be a valued addition to our team? Apply now by submitting your resume and a cover letter outlining your relevant experience and why you're the right fit for this role by 1 September 2025.
We look forward to hearing from youWe 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 disabilities to apply, even if they're not sure if they meet every criterion.
We want our candidates to feel comfortable during the process, so please contact our People & Culture team () to discuss support or adjustments needed during recruitment.
Contact Information: For questions, contact Linda Hale, Manager, Customer Relations, at.
We look forward to hearing from you
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