Job Description

Billing & Collection Officer

Rate of pay: 18.65 PAYE / 24.65 Umbrella per hour
Job Type: Temporary (until December 2026)
Location: Wembley

An opportunity has arisen for a Billing & Collection Officer to support the billing, collection, and recovery of a range of debts. This role ensures accurate administration and maximises income collection in line with legislation, policy, and best practice. You will handle customer queries, maintain records, and manage recovery processes while delivering high-quality customer service across multiple channels.

Day-to-Day Duties

• Administer billing and collection across Council Tax, Business Rates, Adult Social Care Debt, Parking, Sundry Debt, and Housing Benefit Overpayments
• Identify liable parties, assess liability periods, and apply discounts, exemptions, and reductions
• Maintain accurate and up-to-date billing and customer records across systems
• Respond to customer enquiries via phone, email, correspondence, face-to-face and online channels
• Manage cases through recovery stages to maximise collection and reduce arrears
• Negotiate payment arrangements, considering customers' circumstances and ability to pay
• Monitor payment plans and take further recovery action where required
• Process and update data in line with information governance and data protection policies
• Handle complaints, service requests, FOI and SAR queries accurately and on time
• Liaise with internal teams, external stakeholders, enforcement agents, and relevant agencies
• Support fraud prevention activity and investigations where required
• Submit updates to the Valuation Office Agency (VOA) and resolve discrepancies
• Assess cases for hardship relief or write-offs in line with policy
• Carry out reconciliations and manage housekeeping tasks (e.g. payment exceptions, suspense accounts)
• Contribute to service improvements and process enhancements
• Manage complex recovery cases including bankruptcy, charging orders, and committal proceedings
• Investigate complex enquiries, complaints, and account issues
• Support and mentor junior staff where required
• Handle member enquiries and draft responses

Experience Required

• Experience in a customer-facing role handling enquiries, transactions, and complaints
• Experience working with administrative processes and adapting to service needs
• Experience managing data accurately and handling confidential information
• Understanding of debt recovery and billing processes (Council Tax desirable)
• Good working knowledge of Microsoft Office (Excel, Word, Outlook) and case systems
• Strong numeracy and literacy skills
• Experience delivering services across multiple access channels

Skills & Abilities

• Strong customer service skills with the ability to support a diverse customer base
• Ability to handle sensitive or challenging situations calmly and professionally
• Excellent communication skills (written and verbal)
• Analytical thinking and problem-solving ability
• Strong organisational skills with the ability to meet deadlines
• Ability to work independently and as part of a team
• Confidence in interpreting legislation, policies, and procedures
• Negotiation and influencing skills to support recovery outcomes
• High attention to detail and accuracy
• Ability to maintain confidentiality and act with integrity

To apply, please submit your CV detailing your relevant experience.