Senior Legal & Operations Administrator - #193111

Can you imagine a world without music? Neither can we.

Key Details

Provide Senior support to the manager and administrators in the efficient and effective running of the function whilst still working as a central member of the team.

The role is based in our modern Leicester City Centre office working hybrid.

Purpose of the team: To provide administrative support to the Operations and Legal teams to ensure that we maintain accurate data and information to support the issuing of TheMusicLicence and the process of collecting outstanding payments through to the legal process whilst providing excellent customer service to licensees.

• Support the research and internal processes to increase invoicing and review activity where customers have been infringing copyright
• Support processes resolving queries and customer contact as requested to enable targeting customer payments within timely manner
• Support the maintenance of a clean and collectable debtor ledger through the collections and legal process
• Maintain and amend tariff information and music usage on the CRM system and ensure that information provided is processed within agreed timelines to enable issuing of quotes and invoices

What you will be doing

Recovering Debt

• Actively manage cases and any workflows streams taking relevant actions to resolve issues raised by customers to support the issuing of TheMusicLicence and collection of the licence fee. This will include but is not exhaustive of:
• Verify accuracy and data and quote summaries
• complete queue/account remediation as required by the Leadership team.
• contacting customers with outstanding invoices for licence fees in response to correspondence received via variety of sources including the inbox
• sending correspondence before action to gain engagement at variety of stages
• receiving and managing customer correspondence for payment or disputes
• Agreeing payment terms processing card payments or setting up DD
• objection handling to ensure customers understand the need and benefits of the music licence, ensuring licence fee payment
• being aware of the impact of instalments and/or customer service quality on Key Performance Indicators and Budgets
• liaising with internal teams and third parties regarding customer queries, and supporting operational and legal team reviews by obtaining relevant site/usage information to enable accurate raising or amending of invoices
• raising concerns with respect to doubtful / bad debt
• closing and arranging write off/cancellations to relevant thresholds as required ensuring that this is the correct option and the supporting documents exist
• Manage cases raised and received from our Debt Collection Agents (DCA) that are preventing payment of outstanding invoices. From information provided take the relevant action to resolve reinstate DCA process or recommend and report for approval of amendment or write off as applicable.
• DCA cases - Reduce the level of unresolved queries by responding to customers and Debt Collection Agencies (DCA) in a prompt and decisive manner
• Support the completion of DCA case queries daily
• Complete Reviews for Operational Team (Key) customers supporting and agreeing payment terms
• Follow system and business processes for processing Administration or Insolvency cases
• Amendments to licence invoices and general updates to customer records to ensure they remain accurate
• Work and support the operations, legal enforcement and infringement teams. Work flexibly to support other teams in the business area as required by customer demand. This work could include *please note not an exhaustive list:
• Use objection handling techniques to proactively resolve any customer queries or objections
• Review PCI referrals to check compliance to checklist and guidance for approval or rejection with recommended actions where applicable
• Effectively undertake desktop research and effectively gather evidence to support ongoing and potential issue of TheMusicLicence and or ongoing or potential legal and infringement cases
• Prepare enforcement referrals for potential infringement investigations, assigning collection value to these where possible
• Refer customers to the Enforcement and Infringement legal operations through completion of the referral checklist and internal process

Other

• Educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
• Deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded
• Demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers and third parties
• Work co-operatively and supportively with other teams in order to ensure the customer experience is positive
• Respond to customer queries and ensure timely resolution of complaints, pausing / stalling the dunning cycle and escalating where necessary
• Develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law
• Maintain accurate notes in the system
• Follow PPL PRS quality standards and guidelines
• Undertake other tasks as reasonably requested
• Manager workload and time effectively
• Create and modify large Microsoft excel spreadsheets with accuracy

?Senior Responsibility

• Daily distribution of cases from all areas working from reports, spreadsheets and dashboards as applicable
• Ensuring daily tasks are completed within agreed SLA
• Supporting the team manager in the efficient and timely completion of all tasks to the daily, weekly and monthly requirements of the entire operations function
• Supporting the team and manager with escalations, training and process change and implementation
• Maintaining records to provide to the manager to enable accurate management of staff data on cascade

You will have

Essential

• Minimum of 1-2 years’ experience within a customer contact team
• Competent numeracy skills
• Good verbal and written communications
• Clear and enthusiastic telephone manner
• Competent using Microsoft Office – Word, Excel, and Outlook

Desirable

• Experience working within a target driven commercial team
• Experience of working in a Credit or Collections team
• Intermediate Excel users

If you play or perform music in your business, you will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings, not just from the UK but also from around the world.