Debt Recovery Officer

Debt Recovery Officer Wembley
£20.08 PAYE / £26.44 Umbrella
3-month contract with potential extension

We are recruiting an experienced Debt Recovery Officer to join a busy local authority service in Wembley. This is an excellent opportunity for someone with a strong background in revenues, debt recovery or enforcement who can balance effective collection activity with a fair, professional and customer-focused approach.

Working knowledge of the NEC system is essential for this vacancy.

You will manage a varied caseload and help recover debts across areas such as Council Tax, parking and road traffic, Housing Benefit overpayments, Adult Social Care and sundry debt. You will take ownership of cases, negotiate payment arrangements and progress appropriate recovery action in line with legislation, case law and local policy.

The role requires sound judgement, resilience and excellent communication skills. You will often work with customers experiencing financial difficulty or challenging circumstances, so you must be able to handle sensitive conversations objectively while protecting the financial interests of the organisation.

Main responsibilities

• Managing debt cases from initial contact through the appropriate recovery and enforcement process
• Negotiating affordable payment arrangements and pursuing outstanding payments
• Monitoring arrangements, following up defaults and taking further recovery action where necessary
• Responding professionally to enquiries, correspondence, service requests and complaints
• Maintaining accurate and comprehensive customer account and contact records
• Producing, interpreting and analysing reports and spreadsheets
• Working with legal services, enforcement agents, debt collection agencies and government departments
• Supporting investigations into potential fraud relating to debt recovery
• Identifying and progressing appropriate legal recovery options
• Assessing cases for write-off in accordance with relevant policies and procedures
• Maintaining positive relationships with internal teams and external stakeholders
• Safeguarding the wellbeing of children and vulnerable adults through appropriate working practices

Essential requirements

• Working knowledge of the NEC system
• Experience within revenues, debt recovery, enforcement or a closely related environment
• Knowledge of debt recovery and enforcement processes relating to at least one relevant debt stream
• Experience providing customer-focused advice and handling enquiries, transactions and complaints
• Strong negotiation and influencing skills
• Experience adapting recovery processes to meet service needs
• Confidence dealing with distressed, agitated or challenging customers
• Excellent written and verbal communication skills
• Strong numerical, analytical, problem-solving and decision-making abilities
• The ability to interpret legislation and procedures and explain them clearly
• Competence using Microsoft Office and other relevant IT systems
• The ability to manage conflicting priorities and meet objectives under pressure
• An understanding of good customer service within a diverse community
• The ability to work independently and contribute effectively to a team
• A clear commitment to equal opportunities and customer care

No specific professional qualification is required. The position has a Basic DBS status.

If you have relevant debt recovery experience and working knowledge of NEC, please apply with your latest CV, highlighting the debt streams and recovery processes you have worked with.