Job Description

• Hourly Pay Rate: £18.65 PAYE / £24.65 Umbrella
• Location: Wembley Park, London
• Job Type: Contract (3 months, subject to change)

We are seeking an experienced and resilient Debt Recovery Officer to join our Customer Access service. This role focuses on the recovery of Council Tax, Housing-related debt, and Adult Social Care (ASC) debt. As a Debt Recovery Officer, you will manage debt cases through all stages of recovery, ensuring maximised income collection while maintaining a fair, lawful, and customer-focused approach.

• Manage a caseload of debt across Council Tax, Housing, and Adult Social Care, progressing cases through all stages of recovery.
• Ensure all recovery action is carried out in accordance with relevant legislation, case law, and council policy.
• Take ownership of accounts from billing through to enforcement, including summons, liability orders, and post-liability recovery actions.
• Negotiate and monitor realistic repayment arrangements, taking further recovery action where agreements are not maintained.
• Assess customer circumstances and apply appropriate recovery methods, balancing ability to pay with the need to maximise income collection.
• Authorise and liaise with Enforcement Agents, ensuring compliance and appropriate use of enforcement action.
• Handle complex recovery processes including bankruptcy, charging orders, attachments, and committal proceedings.
• Respond to customer enquiries, complaints, and member enquiries across multiple channels with professionalism and accuracy.
• Maintain accurate and compliant case records across multiple systems, ensuring all actions are clearly documented.
• Work collaboratively with internal teams, the Valuation Office Agency (VOA), enforcement partners, and other stakeholders.
• Identify vulnerable customers and refer for additional support, hardship consideration, or safeguarding where appropriate.
• Contribute to continuous improvement of recovery processes and support the council's wider income collection strategy.

• Proven experience in debt recovery within a local authority setting, particularly Council Tax, Housing, or ASC debt.
• Strong understanding of recovery legislation and processes, including post-liability enforcement.
• Experience of managing customer accounts and negotiating payment arrangements in a pressurised environment.
• Ability to confidently handle challenging conversations with professionalism and empathy.
• Excellent communication skills, with the ability to explain complex information clearly.
• Strong analytical and decision-making skills, with attention to detail.
• Experience working with multiple IT systems and maintaining accurate records.
• Good organisational skills with the ability to manage competing priorities and deadlines.
• High level of integrity and ability to manage confidential and sensitive information.
• A proactive, resilient approach with the ability to work independently and as part of a team.

To apply for the Debt Recovery Officer position, please submit your CV detailing your relevant experience.