Collections & Recoveries Advisor in Leicester

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

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.

The Collections & Recoveries Advisor role is to collect outstanding payments on high value overdue Key Accounts whilst providing excellent customer service to licensees. You will liaise with Key Account Managers, National Account Managers and Third-Party Licence Consultants in order to gain updates and resolve aged debt. Your responsibilities include maintaining/improving debtor days for maximum cash flow and preparing accounts for Enforcement/Infringement.

What you will be doing:

• Actively manage assigned overdue accounts, including:

• Proactively contacting customers with outstanding invoices for licence fees.
• Receiving customer calls for payment or disputes.
• Processing card payments or setting up Direct Debits.
• Handling objections 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 the Finance Department to ensure payments are correctly and promptly applied to customer accounts.
• Monitoring and analysing customer accounts for non-payments, delayed payments and other irregularities, providing insights to the Finance team.
• Using objection handling techniques to proactively resolve any customer queries or objections.
• Effectively obtaining evidence of music usage to support potential infringement cases.
• Responding to customer queries regarding payment plan modifications and informing customers of status including rejections where necessary.
• In conjunction with the Team Leader, validating and evaluating customer debt through cost/benefit analysis to decide the most appropriate strategy.
• Writing off bad debt within authorised threshold, ensuring it is the only option and relevant supporting documentation exists.
• Preparing enforcement referrals for potential infringement investigations, assigning collection value to these where possible.
• Referring customers to the Enforcement and Infringement teams through completion of the referral checklist.
• Reducing the level of unresolved queries by liaising with Key Account Managers, National Account Managers and Third-Party Licence Consultants.
• Following system and business processes for processing Administration or Insolvency cases.
• Making amendments to licence invoices and general updates to customer records.

Other:

• Educating and advising customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions.
• Delivering a positive customer experience and proactively contributing to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded.
• Demonstrating a positive image of the company, through developing and maintaining effective professional relationships with customers.
• Working co-operatively and supportively with other teams to ensure the customer experience is positive.
• Responding to customer queries and ensuring timely resolution of complaints, pausing/stalling the dunning cycle and escalating where necessary.
• Developing and maintaining knowledge of core licensing processes and procedures including tariffs and Copyright Law.
• Maintaining accurate notes in the system.
• Following PPL PRS quality standards and guidelines.
• Working and supporting legal enforcement and infringement teams.

You will have:

• Minimum of 2 years’ experience of working in a Credit or Collections team.
• 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.