Debt Recovery Officer

Posted 13 July 2022
Salary Up to £13.00 per hour
Job type Temporary
ContactAggie Skibniewska

Job description

Opus People Solutions on behalf of West Northampton County Council are recruiting for a Debt Recovery Officer to join their team on a temporary contract to start Asap until December 2022 ( there is potential for permanent post to become available).

This role is office based only, Monday to Friday 9am - 5pm; 37 per week located in Northampton.
Are you proactive, confident and customer focused, with ability to communicate
effectively with customers / service users whilst remaining calm and being able to influence behaviour in order to negotiate win-win solutions resulting in debt being recovered.? We would like to hear from you.
You will also need to adopt a partnership approach to service delivery, liaising with; service directorates, internal teams, solicitors and debt collection agencies.

Public or private sector experience is equally valued to deal with our business / residential customers. A sound background in debt recovery with experience of customer service in a finance operations environment is a distinct advantage.

Overall purpose of the role:
1. To provide an effective, customer focused support service to users of the North & West Northants Councils Debt Recovery service, systems and processes. A point of contact for colleagues and service users for queries.
2. To provide an effective debt recovery service in order to maximise income for customers and achieve resolution and payment of outstanding debt in accordance with the North & West Northants Councils Collections Strategy. Providing accurate information and support in response to internal and external customers enquires according to agreed procedures, practices and regulatory and legislative requirements.
3. To answer queries relating to Adult Social Care and Sundry debts.
4. To ensure an integrated approach to transactions for West & North Northants Councils rough assisting with the implementation of new technologies, methodologies and processes that meet the needs of clients, customers and client organisation.

Main Responsibilities:

Provide operational services within the Debt Recovery team for North & West Northants Councils through the use of telephone, emails, letters and any other communication tool that is appropriate. Responsible for ensuring that efficient, accurate and timely end-to-end processes are adhered to
2. To liaise with, including the provision of updates and data to your Management and third party service providers, e.g. legal services, external debt agencies, as required in the management of efficient debt recovery processes
3. Take responsibility for and resolve service requests, queries, complaints, suggestions and compliments from customers and other stakeholders ensuring operational service priorities are met through adhering to agreed service standards and according to operational procedures
4. Take responsibility and ownership on areas of the service where improvements could be made by making recommendations and implementing agreed changes to improve efficiency
5.Work as part a team supporting your colleagues, mentoring apprentices and new starters to a high standard
6.Work collaboratively on projects that support developments and improvements for the Debt Recovery service in a professional and positive way including supporting system implementations, conducting system testing and delivering training to staff on new system processes
7. Manage own workload, processing high quality information / data accurately and in a timely manner
8. Embed customer service excellence within the team through contributing to the design of customer focussed processes, active participation in one-to-one meetings / the PADP process and own behaviours
9. Demonstrate awareness / understanding of equal opportunities and other people's behaviour, physical, social and welfare needs
10. Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the business
11. Carry out any other duties which fall within the broad spirit, scope and purpose of this job

Qualifications/Experience Needed:
NVQ Level 2 or equivalent in Business & Administration or Finance or significant experience gained in a similar or related service working