Job Details

Debt Recovery & Enforcement Officer

Number of Positions: 4
Working Arrangement: Hybrid – minimum 1–2 days per week in the office, subject to business and service requirements.

Job Purpose

To recover and enforce outstanding debts on behalf of the Council, including Council Tax, NEC Sundry Debts managed through Oracle Advanced Collections, and other Council debt portfolios.

The postholder will manage debt recovery cases efficiently, fairly and professionally, ensuring all recovery and enforcement activity complies with relevant legislation, case law, Council policies, procedures and the Council’s Debt Recovery Policy.

The role will involve working with customers, enforcement agents, courts and other stakeholders to maximise income collection while maintaining high standards of customer service.

Key Responsibilities

• Manage an allocated caseload of outstanding Council debts and maximise income collection.
• Undertake appropriate debt recovery and enforcement action in accordance with legislation, case law and Council policy.
• Assess individual cases objectively and determine the most appropriate recovery or enforcement action.
• Recover outstanding Council Tax, sundry debts and other Council debt portfolios.
• Contact customers regarding outstanding debts and negotiate appropriate repayment arrangements where required.
• Liaise with enforcement agents, courts, customers and other relevant stakeholders to progress debt recovery cases.
• Understand and apply County Court and/or Magistrates’ Court procedures relevant to debt recovery.
• Progress cases through the appropriate stages of recovery and enforcement.
• Provide clear and accurate advice to customers regarding outstanding debts, recovery procedures and payment options.
• Deal professionally and sensitively with customers from diverse backgrounds, including challenging or complex cases.
• Maintain accurate and comprehensive records of all recovery and enforcement activity.
• Ensure all decisions and actions are properly documented and can be supported by relevant legislation, policy and evidence.
• Use relevant Council systems, including Oracle Advanced Collections/NEC, to manage and monitor debt cases.
• Work collaboratively with internal teams and external partners to resolve debt cases effectively.
• Ensure recovery activity protects the Council’s financial interests while taking a fair and proportionate approach to customers.
• Keep up to date with relevant legislation, case law, policies and procedures affecting debt recovery and enforcement.

Knowledge & Experience

The successful candidate should have:

• Experience of debt recovery, revenues or enforcement, preferably within a local authority environment.
• Knowledge of Council Tax recovery and/or sundry debt recovery.
• Understanding of debt enforcement procedures and relevant legislation.
• Experience of County Court and/or Magistrates’ Court procedures relating to debt recovery.
• Experience of working with enforcement agents and/or other external recovery partners.
• Ability to manage a caseload and prioritise competing demands.
• Experience of dealing directly with customers regarding sensitive or difficult financial matters.
• Good understanding of data protection, confidentiality and accurate record keeping.

Key Skills & Competencies

• Debt Recovery & Enforcement – able to pursue outstanding debts and take appropriate enforcement action.
• Legislation & Policy – able to interpret and apply relevant legislation, case law and Council policies.
• Communication & Negotiation – confident communicating with customers, courts, enforcement agents and other stakeholders.
• Numerical & Analytical Skills – able to analyse debt information, identify appropriate recovery options and make sound decisions.
• Case Management – able to manage a caseload accurately and progress cases within required timescales.
• Customer Service – able to balance effective debt collection with a fair, professional and customer-focused approach.
• Decision Making – able to assess individual circumstances and determine proportionate recovery action.
• IT & Systems – confident using debt recovery and case management systems; experience of Oracle Advanced Collections/NEC would be advantageous.

Working Arrangement

This is a hybrid role, with a minimum requirement of 1–2 days per week in the office, depending on business requirements, meetings and operational service needs.

The remaining working time may be undertaken remotely, subject to operational requirements.

Ideal Candidate

The ideal candidate will be an experienced Debt Recovery, Revenues or Council Tax Recovery professional who understands the full recovery process and is comfortable progressing cases towards enforcement and court action where required.

Local authority experience would be highly desirable, particularly experience involving Council Tax recovery, sundry debts, enforcement agents and Magistrates’ or County Court procedures.