Collections & Recoveries Advisor

Can you imagine a world without music Neither can we.

Key Details

• Start date 4th August 2025
• 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.

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 and 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
• Liaising 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

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
• Work and support legal enforcement and infringement teams

You will have:

• Minimum of 2 years experienceof working in a Credit or Collections team
• Competent numeracy skills
• 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

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.