Salary
£24,750
Location
LE11QG
Job Overview
The Collections & Recoveries Advisor role is to collect outstanding payments on high value overdue Key Accounts whilst providing excellent customer service to licensees.
What you will be doing
-Liaise with Key Account Managers, National Account Managers and Third-Party Licence Consultants in order to gain updates and resolve aged debt. To maintain/improve debtor days for maximum cash flow and prepare accounts for
-Enforcement/Infringement.
What you will be doing
Recovering Debt
-Actively manage assigned overdue accounts. This will include:
-Proactively contacting customers with outstanding invoices for licence fees
-Receiving customer calls 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
-Liaising with Finance Department to ensure payments are correctly and promptly applied to customer accounts
-Monitor and analyse customer accounts for non-payments, delayed payments and other irregularities and provide insights to the Finance team
-Use objection handling techniques to proactively resolve any customer queries or objections.
-Effectively obtain evidence of music usage to support potential infringement cases
-Respond to customer queries regarding payment plan modifications and inform customers of status including rejections where necessary
-In conjunction with the Team Leader, to validate and evaluate customer debt through cost/ benefit analysis in order to decide the most appropriate strategy
-Write off bad debt within authorised threshold, ensuring it is the only option and relevant supporting documentation exists
-Prepare enforcement referrals for potential infringement investigations, assigning collection value to these where possible
-Refer customers to the Enforcement and Infringement teams through completion of the referral checklist
-Reduce the level of unresolved queries by liaising with Key Account Managers, National Account
-Managers and Third-Party Licence Consultants
-Follow system and business processes for processing Administration or Insolvency cases
-Amendments to licence invoices and general updates to customer records
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
-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
-Work and support legal enforcement and infringement teams
Skills and Qualifications required
-Experience of working in a Credit or Collections team
-Minimum of 2 years’ experience within a phone-based customer service team
-Competent numeracy skills
-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
Hours per week
-37.5 hours per week -Shift pattern - Monday to Friday, 9am to 5pm -Start date – 4th August 2025 -Training - 3 weeks of classroom-based training from 9am to 5pm at our offices in Leicester city centre -Hybrid working - Once you are competent in the role you will benefit from the balance of hybrid working, working 3 days a week in our modern office environment and 2 days a week working from home
Closing Date
29/06/2025
Website
Apply for the job by visiting https://pplprs.current-vacancies.com/Jobs/Advert/3823532?cid=1961
Apply
Apply for the job by emailing your CV + covering letter to https://pplprs.current-vacancies.com/Jobs/Advert/3872854?cid=1961&rsid=0&js=0&LinkType=1&FromSearch=False