Debt Recovery Officer

To provide an effective customer-focused debt recovery service that maximises income collection and supports the resolution of outstanding debts in accordance with Council policies procedures and collection strategies.

The postholder will manage debt recovery processes respond to customer enquiries investigate and resolve account issues and support continuous service improvements. Working within the Income and Debt Recovery Team the role requires strong customer service negotiation and problem-solving skills to achieve positive outcomes while supporting vulnerable customers where appropriate.

• Manage debt recovery cases in line with Council policies procedures and collection strategies.
  
• Maximise income collection and support the recovery of outstanding debts.
  
• Investigate debt recovery cases and establish appropriate recovery actions.
  
• Negotiate repayment arrangements and support customers in resolving outstanding balances.
  
• Monitor accounts and ensure recovery actions are progressed within agreed timescales.
  
• Maintain accurate records of debt recovery activity and customer contact.
  

• Act as a point of contact for customers and colleagues regarding debt recovery enquiries.
  
• Respond to customer queries by telephone email and written correspondence.
  
• Provide accurate information and guidance regarding debt recovery processes.
  
• Resolve service requests and customer enquiries in a timely and professional manner.
  
• Handle difficult conversations with sensitivity professionalism and empathy.
  
• Escalate complaints and complex issues in accordance with procedures.
  

• Process debt recovery transactions accurately and efficiently.
  
• Ensure all case management and financial records are maintained accurately.
  
• Support end-to-end debt recovery processes and service delivery.
  
• Produce and maintain management information and performance data.
  
• Assist with data analysis and reporting requirements.
  

• Identify areas where processes and services can be improved.
  
• Make recommendations for service improvements and support implementation of changes.
  
• Assist with system development and implementation projects.
  
• Participate in testing new systems and processes.
  
• Support the delivery of staff training on new systems and procedures.
  

• Work collaboratively within the Debt Recovery Team.
  
• Support colleagues apprentices and trainees.
  
• Assist with mentoring and knowledge sharing.
  
• Contribute to projects that improve service delivery and operational efficiency.
  

• Ensure compliance with relevant legislation policies and procedures.
  
• Maintain confidentiality and comply with data protection requirements.
  
• Demonstrate awareness of equality diversity and inclusion principles.
  
• Follow health and safety policies and procedures.
  
• Deliver excellent customer service and support continuous improvement.
  

• NVQ Level 2 in Business Administration Finance or equivalent experience.
  
• Experience of debt recovery income collection or transactional processing.
  
• Experience working in a customer-focused environment.
  
• Experience managing and prioritising workload independently.
  
• Strong customer service negotiation and conflict resolution skills.
  
• Ability to communicate effectively both verbally and in writing.
  
• Experience working within fast-paced administrative environments.
  
• Good IT skills including Microsoft Office applications.
  
• Ability to analyse financial information and maintain accurate records.
  
• Ability to work with internal and external stakeholders.
  
• Understanding of debt recovery processes and procedures.
  
• Ability to work with vulnerable customers in a professional and empathetic manner.
  

• Experience using Agresso ERP systems.
  
• Knowledge of Social Care charging and financial assessment processes.
  
• Knowledge of debt recovery legislation and regulatory frameworks.
  
• Experience producing management information and performance reports.
  
• Experience mentoring apprentices or trainees.
  

• Location: Shire Hall Cambridge
  
• Hours Per Week: 37 Hours
  
• Payment Frequency: Bi-Weekly Payments