Pre-enforcement Case Handler
Pre-enforcement Case Handler
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Job Description
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 departments 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 experiencewithin 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
The Company
If you play or perform music in your business you will usually need TheMusicLicence and thats where we come in. TheMusicLicence from PPL PRS allows you to legally play music in your business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings not just from the UK but also from around the world.
Who we are
If a business plays or performs music in their business they will usually need TheMusicLicence and thats where we come in. TheMusicLicence from PPL PRS allows businesses to legally play music in their business or organisation and covers virtually all commercially released music. This includes millions of the most popular and well-loved songs and recordings not just from the UK but also from around the world.
By joining us youll be part of a team thats genuinely passionate about music and people. Since we started in 2018 weve grown massively but we still have big ambitions. Were looking for top talent full of fresh ideas and new perspectives to make a difference and help us grow even more.
We offer hybrid working in our modern office in the heart of Leicester along with a competitive benefits package. Visit to find out more.
PPLPRS is an equal opportunities employer. Our mission is to recruit a diverse workforce and create inclusive teams.
The benefits you will have
Documents
Employment Type
Full-Time
