Collections & Recoveries Advisor

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

Key Details To collect outstanding payments on high value overdue Key Accounts whilst providing excellent customer service to licensees 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 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 liaise 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 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