Job Details

Debt Recovery Officer

Location: Shire Hall, Cambridge
Hours: 37 hours per week
Salary Grade: Scale 4

About the Role

We are seeking a customer-focused Debt Recovery Officer to join the Income and Debt Recovery team within the Corporate Directorate. The successful candidate will support the recovery of outstanding debts, maximise income and provide an effective service to customers and colleagues.

You will be responsible for managing customer enquiries, resolving payment issues and negotiating appropriate solutions to recover outstanding debts, while ensuring all processes comply with relevant legislation, policies and procedures.

Key Responsibilities

• Manage debt recovery activities, ensuring outstanding debts are pursued effectively and payments are secured wherever possible.
• Respond to customer enquiries, investigate payment queries and resolve issues in line with agreed procedures and service standards.
• Negotiate repayment arrangements using effective communication, diplomacy and conflict resolution skills.
• Provide sensitive and appropriate support to vulnerable customers while maintaining a focus on debt recovery.
• Process financial information and transactions accurately, maintaining up-to-date records and supporting management reporting.
• Manage and prioritise workloads to ensure deadlines and service standards are met.
• Identify opportunities to improve processes and contribute to service developments and system implementations.
• Support system testing, staff training and the development of apprentices and trainees.
• Work collaboratively with colleagues and internal and external stakeholders to deliver an efficient Income and Debt Recovery service.

Essential Requirements

• NVQ Level 2 or equivalent in Business Administration or Finance, or significant relevant experience.
• Experience of transactional processing and an understanding of debt recovery procedures.
• Proven experience in customer service, including handling difficult conversations, resolving disputes and negotiating outcomes.
• Excellent verbal and written communication skills, with the ability to communicate professionally with a range of customers.
• Strong organisational skills, with the ability to manage and prioritise a varied workload independently.
• Good IT skills, including experience using office applications and maintaining accurate financial records.
• Ability to handle sensitive situations with empathy, particularly when supporting vulnerable customers.
• Understanding of relevant legislation, data protection and procedures relating to debt recovery.

Desirable Experience

• Experience using Agresso ERP systems.
• Knowledge of social care charging and financial assessment processes.
• Experience within a local authority, public-sector organisation or similar income collection service.
• Experience mentoring colleagues, apprentices or trainees.

Ideal Candidate

The ideal candidate will have a background in debt recovery, income collection, credit control or a similar customer-facing financial role. They will be confident negotiating payments, resolving customer queries and managing outstanding debts, while maintaining accuracy, professionalism and a compassionate approach to customer service.