Debt Recovery Officer

3 months ago

Huntingdon, United Kingdom Business Smart Solutions Full time

**What you'll work on**

1. To provide an effective, customer focused support service to users of the Income and 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 to maximise income for customers and achieve resolution and payment of outstanding debt in accordance with the Collections Strategy. Providing accurate information and support in response to customers enquires according to agreed procedures, practices, and regulatory and legislative requirements.

3. To ensure an integrated approach to transactions through assisting with the implementation of new technologies, methodologies and processes that meet the needs of clients, customers, and client organisation.

**What you'll achieve**

1. Provide operational services within the Debt Recovery team. Responsible for ensuring that efficient, accurate and timely end-to-end processes are adhered to.

2. Respond to and resolve service requests and queries ensuring operational service priorities are met through ownership, adhering to agreed service standards and according to operational procedures.

3. Responsible for investigating and resolving customer queries, suggestions, and compliments, escalating any complaints in accordance with the relevant 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. Support system implementations including conducting system testing and delivering training to staff on new system processes.

6. Work as part a team supporting your colleagues, mentoring Apprentices and Trainees to a high standard.

7. Work collaboratively on projects that support developments and improvements for the Transactions Service in a professional and positive way.

8. Manage own workload, processing high quality information / data accurately and in a timely manner.

9. 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.

10. Demonstrate awareness / understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs.

11. Ensure that reasonable care is always taken 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. Principal responsibilities

**A few things to note**
- The rate for this role is £16.21 per hour (Umbrella)
- The term for this role is 12 weeks initially

**Skills you'll need to bring**
- Education and Qualifications_
- NVQ Level 2 or equivalent in Business & Administration or Finance or significant experience gained in a similar or related service working
- Experience and Knowledge_
- Experience of transactional processing and knowledge / understanding of debt recovery processes
- Experience of working independently scheduling and prioritising own work to meet service requirements
- Proven customer service background with experience of conflict resolution, negotiation, and diplomacy skills
- Experience of working in a customer focused role in a fast-paced environment
- Ability to work with internal and external stakeholders to support the delivery of the Income and Debt Recovery service in line with the annual service plan
- Ability to communicate effectively both verbally and in writing to achieve desired outcomes and be able to influence and negotiate when advising and supporting customers/users
- Ability to manage own personal workload and for the prioritisation of that workload.
- Ability and Skills_
- Ability to understand and interpret national legislation and guidance and adhere to local policies and procedures
- Show empathy, be calm and able to deal with conflict management, be able to influence behaviour and negotiate win-win solutions for the recovery of debt.
- Excellent interpersonal skills; demonstrate understanding and be able to deal with vulnerable customers and service groups.
- Ability to process data and financial information related to the Income and Debt Recovery service to support the production of management reports and information on service performance to meet service area requirements

**Equal Opportunities**

Business Smart Solutions are a Recruitment Agency - We hire talented and passionate people from a variety of backgrounds because we want our global worker base to represent the wide diversity of our clients. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're passionate about working for a role in local government and share our company values, we encourage you to apply.

**Job Types**: Full-time, Temporary contract
Contract length: 12 weeks

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