Key Accountabilities

To make and receive customer calls whose accounts are due for renewal, supporting the collections to facilitate renewals and ensuring that any queries/issues are resolved over the telephone and payment is received prior to the license due date.

To contact customers via email or letter if/when contact by telephone is not possible in order to resolve accounts due for renewal.

To self-manage and contact 100% of accounts in any given remit and to feedback to Team Manager any issues that may prevent license renewal.

To follow up on calls made prior to license expiry to ensure the customer is aware of the escalation process.

To adhere to the early calling process with regards to timescales and escalations.

To contact all renewal accounts to obtain payment and payment commitments from customers in line with targets set.

To ensure all Tasks are processed efficiently, taking ownership to resolve queries, amend invoices etc; thereby ensuring revenue is being generated and service level targets are met

To take ownership of complaint calls and follow the PPL complaints best practice with the aim of resolving the situation at point of call where possible and escalating to the Team Manager only when required.

To consistently achieve key performance indicators in all areas as detailed in your annual objectives, ensuring that service level agreements and key performance indicators are met.

To positively promote and educate customers in the importance of paying PPL in order for licensees to comply with legislation and for PPL to collect revenue.

To raise/amend invoices, credit notes and refunds as required, in a timely manner.

To self manage work queues to ensure tasks are completed with agreed SLA.

The ability to assess customer accounts and where applicable escalate to Team Manager recognising the difference between infringement and bad debt in order to refer cases to the correct internal department.

To become proficient in all internal systems and use them effectively to complete data cleansing on all accounts handled in order to ensure account details are accurate and up to date.

To set appropriate tasks and maintain comprehensive notes relating to due and overdue customers in a timely fashion for relevant staff members to ensure departmental processes are followedTo remain flexible in your approach to changes in workflow, supporting other sector teams as and when required.

To develop and maintain expert knowledge of core licensing processes and procedures, including knowledge of all forms/paperwork , tariffs and Copyright Law and its application in order to ensure information provided is accurate and professional.

To approach Manager with recommendations for continuous improvement when required.

To work positively and communicate professionally across the team in order to make an effective contribution to team tasks and team spirit.

To proactively manage personal development, in order to increase performance levels and

Skills and Qualifications:

Meeting Sales Goals, ClientBase, Closing Skills, Prospecting Skills, Technical Understanding, Building Relationships, People Skills, Data Entry Skills, Customer Focus, Professionalism, Motivation for Sales.