Legal Operations Administrator (12 Month Fixed Term) in Leicester

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

Key Details

Start Date: 23rd November

Location : Leicester City Centre

Support the process of collecting outstanding payments and managing the debtor’s ledger whilst providing excellent customer service to licensees.

Support the research and internal processes to increase invoicing and 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

To aid in the maintenance/improvement debtor days for maximum cash flow and minimum bad debt

What you will be doing

Recovering Debt

1. Actively manage cases and any inbox taking relevant actions to resolve issues raised by customers to support the collection of the licence fee. This will include:

• processing payment cases
• complete queue/account remediation as required by the Leadership team.
• contacting customers with outstanding invoices for licence fees in response to emails received via the inbox
• sending correspondence before action to gain engagement at variety of stages
• receiving and managing customer emails for payment or disputes
• 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 debtor days
• liaising with third parties regarding customer queries
• raising concerns with respect to doubtful / bad debt
• closing and arranging write off/cancellations as required

1. 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.
2. DCA cases - Reduce the level of unresolved queries by responding to customers and Debt Collection Agencies (DCA) in a prompt and decisive manner
3. Support the completion of DCA case queries daily
4. Monitor and analyse customer accounts for non-payments, delayed payments and other irregularities and provide insights to the Finance team
5. Respond to customer queries regarding payment plan modifications and inform customers of status including rejections where necessary
6. In conjunction with the manager, to validate and evaluate customer debt through cost/ benefit analysis in order to decide the most appropriate strategy
7. Write off bad debt within authorised threshold, ensuring it is the only option and relevant supporting documentation exists
8. Follow system and business processes for processing Administration or Insolvency cases
9. Amendments to licence invoices and general updates to customer records
10. Work and support 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
11. Use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential legal and infringement cases
12. Review PCI referrals to check compliance to checklist and guidance for approval or rejection with recommended actions where applicable
13. Undertake research and gather evidence to support ongoing and potential legal and infringement cases
14. Prepare enforcement referrals for potential infringement investigations, assigning collection value to these where possible
15. Refer customers to the Enforcement and Infringement legal operations through completion of the referral checklist and internal process

Other

1. 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
2. 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
3. Demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers and third parties
4. Work co-operatively and supportively with other teams in order to ensure the customer experience is positive
5. Respond to customer queries and ensure timely resolution of complaints, pausing / stalling the dunning cycle and escalating where necessary
6. Develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law
7. Maintain accurate notes in the system
8. Follow PPL PRS quality standards and guidelines

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.