Salary
£24,750
Location
LE1 1QG
Job Overview
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
Minimum of 2 years’ experience of working in a Credit or Collections team
Competent numeracy skills
Good verbal and written communications
Clear and enthusiastic telephone manner
Competent using Microsoft Office – Word, Intermediate Excel, and Outlook
Experience working within a target driven commercial team
Who we are
Hours per week
Start date – 7th April 2026 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 Shift pattern - Monday to Friday, 9am to 5pm
Closing Date
15/03/2026
Website
Apply for the job by visiting https://pplprs.co.uk/vacancies/