At a Glance
- Tasks: Support operations and legal teams in managing customer accounts and resolving queries.
- Company: Join a vibrant music licensing company that values creativity and collaboration.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement in a creative industry.
- Why this job: Be part of a team that ensures music is accessible while enhancing customer experiences.
- Qualifications: 1-2 years in customer service, strong communication skills, and Excel proficiency.
The predicted salary is between 31500 - 38500 £ per year.
Senior Operations Administrator PPL PRS•Leicester, UK
Can you imagine a world without music? Neither can we.
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 The Music Licence 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 The Music Licence 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 The Music Licence 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
- Minimum of 1-2 years’ experience within a customer contact team
- Good verbal and written communications
- Clear and enthusiastic telephone manner
- Competent using Microsoft Office – Word, Excel, and Outlook
- Experience working within a target driven commercial team
- Experience of working in a Credit or Collections team
- Intermediate Excel users
- #J-18808-Ljbffr
Senior Operations Administrator employer: PPL PRS
At PPL PRS, we are not just about music; we are about creating a vibrant and inclusive work culture that values passion and innovation. Located in the heart of Leicester, our modern office offers a hybrid working model, allowing you to balance your professional and personal life while enjoying a competitive benefits package, including an annual music voucher and access to over 4,000 discounts. Join us to be part of a dynamic team dedicated to supporting the live music industry and fostering your growth in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Operations Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PPL PRS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PPL PRS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Operations Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PPL PRS:Your cover letter is your chance to shine! Tell us why you want to work at PPL PRS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PPL PRS!
How to prepare for a job interview at PPL PRS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
