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Collections & Recoveries Advisor

3 months ago

Leicester, United Kingdom PPL PRS Full time

We have an exciting part time opportunity for a Collections & Recoveries Adviser to collect outstanding payments on high value overdue Key Accounts whilst providing excellent customer service to licensees.

  • Start date: 30th September 2024
  • Hours: 3 days per week, 22.5 hours.
  • Training: The role will begin with 3 weeks of classroom based training running from 9am to 5pm in our offices in the city centre of Leicester
  • Hybrid working: Following completion of training, this will move to a hybrid working model with 2 days per week in the office and 1 day working from home.

Key responsibilities


  • 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 direct debits
  • 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
  • liaise with Finance Department to ensure payments are correctly and promptly applied to customer accounts

  • Use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases
  • Monitor and analyse customer accounts for non-payments, delayed payments and other irregularities and provide insights to the Finance team
  • 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

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 users

PPL PRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.