Job Details
Job Description
Job Title: Debt Recovery Officer
Directorate: Resident Services
Department: Customer Access
Grade: Scale 6 / SO1
Reports to: Recovery Team Leader
Direct Reports: None
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Job Purpose
To recover and enforce the collection of a range of Council debts, including Council Tax, Parking and Road Traffic, Housing Benefit Overpayments, Adult Social Care charges, Sundry Debts, and other income streams managed by the Council.
The post holder will maximise debt recovery in line with the Council’s financial interests while ensuring all recovery action is lawful, ethical, customer-focused, and compliant with relevant legislation, case law, and Council policies.
The role also provides advice, information, and assistance to customers and stakeholders in relation to debt recovery, service requests, complaints, and other complex enquiries.
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Key Responsibilities
Debt Recovery and Case Management
• Manage a caseload of debt recovery cases from initial contact through to resolution, taking ownership of cases and progressing them through the recovery and enforcement process.
• Use a range of recovery methods, including negotiated payment arrangements and formal enforcement action, to maximise debt recovery while recognising customer vulnerability and financial hardship.
• Monitor payment arrangements, follow up on defaults, and take appropriate recovery action where necessary.
• Locate and pursue absconded debtors using approved tracing and investigation methods.
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Legal and Enforcement Activity
• Ensure all recovery action is carried out in accordance with relevant legislation, case law, and Council policy.
• Liaise with internal and external legal services, enforcement agents, debt collection agencies, and government departments to support effective recovery outcomes.
• Prepare and manage cases for legal action, including court proceedings where required.
• Assess cases for write-off in accordance with Council policy and make recommendations to management.
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Customer Contact and Communication
• Act as a first point of contact for recovery-related enquiries, handling telephone, written, and electronic correspondence professionally and efficiently.
• Respond to service requests, complaints, Member enquiries, subject access requests, and freedom of information requests as required.
• Communicate complex legal and financial information clearly and sensitively, ensuring customers understand their obligations and available options.
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Reporting, Records, and Administration
• Maintain accurate, up-to-date, and comprehensive records of all customer accounts and interactions.
• Produce, maintain, and analyse reports, spreadsheets, and performance data to support individual, team, and Council-wide objectives.
• Ensure information governance, data protection, and audit requirements are met at all times.
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Partnership Working and Professional Standards
• Build and maintain effective working relationships with internal departments and external stakeholders to support the Council’s overall debt recovery strategy.
• Liaise with audit and investigation teams on potential fraud cases linked to debt recovery.
• Carry out duties in line with Customer Care, Equal Opportunities, Health and Safety, Safeguarding, and Emergency Planning policies.
• Embed environmental sustainability into day-to-day work, supporting the Council’s carbon-neutral objectives.
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Additional Responsibilities (SO1 Level)
• Manage and monitor complex debt cases through the full legal process, including representing the Council at court where required.
• Support and coach junior staff through buddying, training, and one-to-one guidance.
• Handle escalated customer complaints and Member enquiries.
• Coordinate recovery action involving bankruptcy, charging orders, attachments of earnings or benefits, committal proceedings, and forced sale applications.
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Safeguarding
Safeguarding is everyone’s responsibility. The post holder must act at all times to safeguard the health, safety, and well-being of children and vulnerable adults in accordance with Council policy.
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DBS Requirement
Basic
