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- Tasks: Lead a dynamic team managing collections and legal operations in the music industry.
- Company: Join PPL PRS, a passionate team ensuring businesses can legally play music.
- Benefits: Enjoy hybrid working, a competitive pension, and perks like a £120 music voucher.
- Why this job: Be part of a growing company that values fresh ideas and a love for music.
- Qualifications: Experience in collections, team management, and a strong understanding of legal processes required.
- Other info: Casual dress code and modern office with music relaxation areas.
The predicted salary is between 36000 - 60000 £ per year.
Can you imagine a world without music? Neither can we.
Key Details
We have an exciting opportunity to join our team as a Collections & Legal Operations Manager. The role is based in our offices in Leicester city centre.
The role will manage and motivate a team of collections agents and legal case handlers. Overseeing collections strategies, processes and enforcement and copyright infringement cases, whilst delivering excellent customer service.
What you’ll be doing
- Maintain ongoing oversight of the day-to-day operation of the collections and legal team and improve working practices
- Oversee and assist in the monitoring and evaluation of customer accounts for non-payments, delayed payments and other irregularities with the aim of implementing appropriate collections activities to ensure improved pay through rates and reduction in days to pay
- Optimise team SLA’s to maximise licence revenue collection
- Implement continuous improvement activity to enhance customer journeys and colleague efficiencies
- Monitor the quality of the team’s customer calls and cases and develop actions to improve service standards and contact outcomes
- Ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
- Support and develop Band Members with management of complex cases in collections/debt recovery and approve cases for fast tracking
- Ensure the team use objection handling techniques to proactively resolve any customer queries or objections as a result of collections or legal contact
- Manage the day-to-day oversight of accounts placed with solicitors highlighting appropriate improvements to the process to drive efficiency and commercial objectives.
- Manage day to day relationships with external low value debt collection agencies (DCA’s) , to exceed quality and performance targets.
- Ensure all write offs (debit or credit) and refunds are authorised or escalated and actioned in line with current business rules and policies
- Keep updated with any changes to UK law with respect to legal recovery of debt. To be aware of the challenges of licence fee collection and to keep up to date with tariff or policy change
- Work with the relevant Managers and Team Managers to eliminate any errors in the issuing of licences which jeopardises the collection of revenue or effective pursuit of enforcement cases
- To liaise with the Legal Counsel for legal advice on complex cases
Management & Leadership
- To manage and motivate the team to achieve all revenue targets and KPIs
- To plan and manage the day-to-day workflow, processes and performance of the team ensuring that targets and customer service standards are achieved and maintained
- To hold regular team huddles focussing on SLA’, work distribution, effectively communicate targets, discuss issues and recognise success and resolve any operational issues
- To take responsibility for the performance management of direct reports including conducting 121s, setting objectives, holding performance reviews
- To assist the with effective recruitment and replacement of employees, to ensure there are correct staffing levels to undertake the required work
- To build and demonstrate business expertise and contribute to continuous improvement of enforcement and infringement processes
- To interpret reports and management information to enable evaluation of performance and decision making
- To monitor team performance against financial and other targets and alert the line manager of situations that may lead to variance from plans
You will have
Essential:
- Previous experience in a collection or debt recovery background with experience of managing teams in a high-volume environment
- Experience in managing a large team up to 16 people.
- Experience of managing service levels within a team
- Prior experience of successfully motivating, leading and developing a team to achieve and exceed business goals
- Experience in gathering, analysing and interpreting data
- Experience in managing queries and complaints responses
- Understanding of collection techniques and processes
- Working knowledge of current legal debt processes
- Experience of using a CRM system
- Experienced in Microsoft Office – Word, Excel, and Outlook
Desirable:
- Previous Commercial Litigation and/or Debt Recovery experience gained in private practice and/or in house
- Education or Qualification in Collections, Debt Recovery or Litigation
- Worked as part of a collections or legal team
- Experience in managing a high volume of cases
- Knowledge of copyright infringement legal processes in England and Wales Scotland and Northern Ireland
- Worked with external solicitors and debt collection agencies
- Experience in adopting a coaching style with others
- Intermediate user of MS Excel
Who we are
If a business plays or performs music in their business, they will usually need TheMusicLicence and that’s where we come in. TheMusicLicence from PPL PRS allows businesses to legally play music in their 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.
By joining us, you’ll be part of a team that’s genuinely passionate about music and people. Since we started in 2018, we’ve grown massively, but we still have big ambitions. We’re looking for top talent full of fresh ideas and new perspectives to make a difference and help us grow even more.
We offer hybrid working in our modern office in the heart of Leicester along with a competitive benefits package. Visit to find out more.
PPLPRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
The benefits you will have
- Brilliant Pension
- Refer a Friend Scheme (Earn Up To £500)
- Cycle To Work Scheme
- Healthy Food & Snacks
- £120 Annual Music Voucher
- Perkbox Giving You Access To Over 4,000 Deals and Discounts
- Casual Dress Code
- 25 Days Holiday + Bank Holidays (Increases With Tenure)
- Modern Office Space With Music Relaxation Areas
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Collections & Legal Operations Manager PPL PRS employer: CCMA - Call Centre Management Association
Contact Detail:
CCMA - Call Centre Management Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections & Legal Operations Manager PPL PRS
✨Tip Number 1
Familiarise yourself with the music licensing landscape in the UK, especially regarding TheMusicLicence. Understanding how businesses use music and the legal implications can give you an edge in interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in high-pressure environments. Be ready to discuss specific strategies you've implemented to motivate and develop your team.
✨Tip Number 3
Brush up on your knowledge of debt recovery processes and current UK laws related to collections. Being able to discuss recent changes or challenges in this area will demonstrate your commitment and expertise.
✨Tip Number 4
Network with professionals in the collections and legal operations field. Engaging with industry peers can provide insights into best practices and may even lead to referrals for the position.
We think you need these skills to ace Collections & Legal Operations Manager PPL PRS
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in collections and legal operations. Emphasise your management skills, particularly in high-volume environments, and any specific achievements that demonstrate your ability to lead a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for music and how it aligns with the company's mission. Discuss your previous experience in managing collections teams and how you can contribute to improving customer service and operational efficiency.
Showcase Relevant Skills: Clearly outline your understanding of collection techniques, legal debt processes, and your experience with CRM systems. Mention your proficiency in Microsoft Office, especially Excel, as this is crucial for data analysis in the role.
Highlight Leadership Experience: Detail your experience in motivating and developing teams. Provide examples of how you've successfully managed performance, set objectives, and resolved operational issues in previous roles to demonstrate your leadership capabilities.
How to prepare for a job interview at CCMA - Call Centre Management Association
✨Show Your Leadership Skills
As a Collections & Legal Operations Manager, you'll be managing a team. Be prepared to discuss your previous experiences in leading and motivating teams, especially in high-pressure environments. Share specific examples of how you've successfully managed performance and resolved conflicts.
✨Demonstrate Your Knowledge of Debt Recovery
Make sure you understand the current legal processes related to debt recovery in the UK. Brush up on relevant laws and regulations, and be ready to discuss how these impact collections strategies. This will show that you're not only experienced but also proactive in staying informed.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, particularly in handling customer complaints or complex cases. Prepare scenarios where you've successfully navigated challenges in collections or legal operations, highlighting your analytical and decision-making abilities.
✨Familiarise Yourself with the Company’s Mission
Understand the mission of PPL PRS and how they support businesses in playing music legally. Be ready to discuss how your role as a Collections & Legal Operations Manager aligns with their goals and how you can contribute to their growth and success.
