Banner Default Image

Debt Recovery Officer

  • Location

    Abingdon, Oxfordshire

  • Sector:

    Admin & Clerical

  • Job type:


  • Salary:

    £15.36 - £16.13 per hour

  • Job ref:


  • Published:

    about 1 year ago

  • Duration:

    2 Months

  • Start date:


  • Expiry date:


Our client is seeking a Debt Recovery Officer on an initial 2 Month contract with the possibility of an extension.

Working Hours: Monday - Friday, 37 Hours

Pay Rate: £15.36 P/H PAYE

Job Purpose:

The team are responsible for the management of the Council's ASC billing system and the collection of payments for Social Services' charges. This role supports the Financial Assessment and Debt Recovery Manager in identifying and collecting all Social Services income billed in relation to the provision of care services and invoiced through the Abacus billing system. The post holder is responsible for: proactively and efficiently undertaking the collection of arrears owed for means-tested care services; monitoring high-risk debtors and taking prompt action in line with agreed procedures to reduce the Council's bad debt position; working closely with the Council's legal department to ensure successful resolutions to Council legal actions. The post holder will also handle general enquiries relating to charges for care provision and is responsible for proactively resolving these queries in a customer-focused manner. This post holder is responsible for ensuring that all relevant Council policies and procedures are adhered to and concerns are raised in accordance with these policies.

Duties and Responsibilities:

  • Review ASC debts outstanding and client case files, use relevant and available information to determine what appropriate action needs to be taken, whilst ensuring team procedures and timescales are met and accurate records of actions are maintained
  • Liaise and negotiate with ASC clients, their relatives or representatives to ensure payment of arrears, both in writing and by telephone as appropriate
  • As required work in conjunction with other Council departments to expedite the collection of ASC income and resolve ongoing payments difficulties, including attending safeguarding strategy meetings as directed
  • Attend face to face meetings with clients, their representatives or members of directorates, as required as part of recovery action to facilitate the collection of ASC arrears or resolving client queries. Ensure that meetings are conducted in line with team procedures and risk assessments
  • Manage the team's ASC Legal Services case book, including liaising with the County Solicitor and Legal Executive over legal requirements in pursuance of debts, fully preparing cases for legal action and monitor ongoing legal action
  • Attend Court on behalf of The County Council when required in pursuance of debts, in an advisory capacity
  • Monitor all Income and Legal Services instalment cases on a monthly basis, ensuring that updates are provided to management and case files are updated as necessary
  • Review all new short and long-term loans provided by Social Services for care provision. Carry out monthly monitoring of all loans to ensure the Council is not exposed to financial risk. And report any concerns of exposure to the Financial Assessment and Debt Recovery Manager
  • Monitor & maintain data records, regularly reporting on debt levels, high risk debt and settlement rates ensuring procedures are followed and to enable accurate monitoring of debt levels. Provide support to management in producing relevant information for analysis purposes as requested
  • Sensitively handle interaction with upset, distressed or aggressive clients and or their representatives in relation to collection of ASC payments owed to the Council
  • Assist the Financial Assessment and Debt Recovery Manager to ensure that identified ASC debt is recovered and aged debt processes are followed in accordance with current policy
  • Monitor all ASC debts owed by clients managed by the Council's Money Management department and work with that department to expedite payments for charges owed, ensuring that case files are updated and cases are escalated to management following team procedures as necessary

Skills and Experience:

  • Experience of working in a credit control or benefit environment
  • Proven ability to motivate colleagues to meet deadlines and targets
  • Experience of front line customer service including call handling and face to face meetings
  • Experience of using Microsoft applications to a competent level
  • Proven ability to work effectively to deadlines and adapt to urgent re-prioritising of workload
  • Ability to be assertive whilst maintaining Customer Focus
  • Ability to cope with stressful situations and competing deadlines
  • Ability to assimilate processes quickly taking responsibility for actively engaging in learning and completing individual tasks without supervision
  • Ability to work calmly under pressure, prioritising competing demands effectively and delivering results
  • Excellent organisational skills ensuring that both individual & team tasks and objectives are delivered successfully and on time
  • Ability to clearly and effectively communicate complex messages to a variety of audiences by telephone, in writing, by e-mail and in person
  • Good level of computer literacy, e.g. use of spreadsheets, mainframe packages and management information systems.
  • Ability to attend work regularly and on time

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