Pre-enforcement Case Hadler

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

**Key Details**

We have an opportunity fir a Pre-Enforcement Case Handler to join our team in Leicester. The role is to collect outstanding payments on overdue accounts whilst providing excellent customer service to licensees.

Support processes on resolving queries and customer contact as requested to target customer payments.

Provide a pre-legal triage and collections programme to support quality of accounts for referral and minimise cost of external debt activity.

To maintain/improve debtor days for maximum cash flow and minimum bad debt.

**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
- 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 Manager, 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 responding to customers and Debt Collection Agencies in a prompt and decisive manner
- Follow system and business processes for processing Administration or Insolvency cases
- Amendments to licence invoices and general updates to customer record.

**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

**You will have**

**Essential**
- Minimum of 1-2 years’ experience within a phone-based 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 skills

Pay: £24,417.00 per year

**Benefits**:

- Additional leave
- Canteen
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Leicester