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Debt Recovery Officer

  • Location

    Wembley, London

  • Sector:

    Housing Benefits & Planning

  • Job type:


  • Salary:

    £15.58 - £16.36 per hour

  • Job ref:


  • Published:

    about 1 year ago

  • Duration:

    7 Months

  • Start date:


  • Expiry date:


Our client is seeking a Debt Recovery Officer on an initial 7 month contract with the possibility of an extension.

Working Hours:

36 Hours per week

Monday - Friday

Pay Rate:

£15.58 p/h

Job Purpose:

The post holder will be required to recover a combination of debts including Housing Benefit Over payments, Adult Social Care, corporate Sundry Debt and/or any debt recovery portfolio managed within the Council. 2. The recovery of all debts should be done in an efficient and objective manner, giving absolute attention to the financial interests of the Council both in terms of revenue streams, subsidy and anti poverty policies. 3. Ensure that all debt is collected in accordance with prevailing legislation, case law and local policy 4. To provide advice, information and assistance with enquiries, relating to the collection of Debt.

Duties and Responsibilities:

Use a variety of debt recovery techniques to enable successful recovery of all debts and minimise financial and/or subsidy loss to the Council, demonstrating sensitivity to the financial constraints clients may face balanced with the financial interests of the Council.

Take ownership of debt cases, making arrangements, pursuing payment, taking cases through the debt recovery process and reducing the overall debt exposure to the Council.

Maintain a portfolio of debt cases and produce, interpret, maintain and analyse reports, spreadsheets to meet individual and team targets.

Make outbound calls to debtors to facilitate full payment or to make payment arrangements in line with existing strategies.

Ensure all cases are continually monitored through following up on arrangements that have been defaulted on and locating debtors who have absconded.

Maintain accurate, appropriate and comprehensive records of all customer contact.

Understand, maintain and monitor debt cases through the legal process which may include representing the council at court.

Maintain positive relationships with all internal and external stakeholders to ensure the councils overall debt strategy is being achieved.

Provide responses to correspondence and enquiries as necessary, always with a view to collecting debt expediently and in line with the Customer Promise.

Liaise with Audit and Investigations and the Department of Work & Pensions on fraud cases in relation to recovery of debt.

Liaise with and work closely with Debt Collection Agencies to ensure the maximum return on the recovery of debts.

Consider the feasibility for write off of debts in line with Council policy and procedures and make recommendations to Management.

Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well being of children and vulnerable adults.

Carry out duties with due regard to the council's customer care, equal opportunities, information governance, data protection and health and safety policies and procedures.

Undertake any other duties commensurate with the general level of responsibility of this post.

Skills and Experience:

Knowledge of what is important when delivering good customer service in a very diverse environment.

Experience of providing customer focused advice, information, dealing with enquiries, transactions and complaints.

Experience in negotiation and influencing in a diverse, demanding and challenging environment.

Ability to understand the needs of a diverse range of customers, and a commitment to securing the best possible outcomes for them.

To continue to be customer focused whilst objectively dealing with distressed, agitated, confused or irate customers and resolve their complex enquiries, requests, complaints adhering to the customer promise.

Ability to effectively use a range of IT systems and applications including MS Excel and Word.

Ability to effectively interpret a range of different legislation and procedures and clearly explain the information to customers.

Excellent verbal and written communication skills.

Strong numerical, analytically, problem solving and decision making skills.

Ability to work independently as well as being able to contribute to a "total team" culture where there is a shared responsibility to achieve team objectives.

Ability to understand and adhere to the Council's Equal Opportunities and Customer Care polices.

Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases