Job Details

Income & Recovery Officer

Client: South Staffordshire Council
Location: South Staffordshire / Agile Working (Remote with first day on-site induction)
Hours: 37 hours per week
Contract: Temporary – 3 months
Rate: £14.59 PAYE

Job Purpose

To support the Revenues service in the accurate administration, collection, and recovery of Council Tax, Business Rates, Housing Benefit Overpayments, and other debts owed to the Council. The post holder will provide excellent customer service, maintain accurate records, manage recovery activity, and ensure compliance with legislation, council policies, and procedures.

Key Responsibilities

• Administer and maintain accurate records relating to Council Tax, Business Rates, Housing Benefit Overpayments, and other debts using relevant council systems.
• Handle customer enquiries via telephone, email, written correspondence, and face-to-face contact, providing advice on:
  • Council Tax liability
  • Discounts and exemptions
  • Payment queries
  • Debt recovery processes
• Process updates and correspondence, ensuring all customer information and account records are accurate and up to date.
• Manage Council Tax recovery activity, including:
  • Issuing reminders and recovery notices
  • Monitoring outstanding debts
  • Following council recovery procedures
  • Escalating cases where appropriate
• Negotiate affordable repayment arrangements with customers, considering individual financial circumstances and vulnerability.
• Identify customers experiencing financial hardship and provide appropriate advice, support, or referrals to relevant services.
• Trace customers who have moved without providing forwarding details using appropriate tracing methods and systems.
• Monitor repayment agreements and take appropriate recovery action where payments are not maintained.
• Work closely with internal teams including Revenues, Benefits, Customer Services, and Housing teams to resolve queries and maintain accurate information.
• Liaise with external organisations including courts, Civil Enforcement Agents, landlords, and other relevant bodies when required.
• Process refunds, write-offs, discounts, and other adjustments in line with council procedures.
• Assist with Council Tax property updates, including changes requiring review or referral to the Valuation Office Agency.
• Support service improvements by contributing ideas to improve processes, efficiency, and customer experience.
• Maintain confidentiality and comply with data protection legislation at all times.

Essential Experience & Skills

• Experience working in a Revenues, Benefits, Council Tax, Income Recovery, or Debt Recovery environment.
• Experience handling customer enquiries and resolving complex queries.
• Knowledge of Council Tax administration, recovery procedures, and relevant legislation.
• Strong written and verbal communication skills.
• Ability to manage challenging conversations professionally and sensitively.
• Excellent attention to detail with the ability to maintain accurate records.
• Ability to work towards targets and meet deadlines.
• Strong IT skills, including Microsoft Office packages and database systems.
• Ability to work effectively as part of a team while managing own workload.

Desirable Experience

• Previous local authority Revenues & Benefits experience.
• Experience using MRI Revenues & Benefits system or similar council systems.
• Experience supporting vulnerable customers with financial difficulties.
• Knowledge of Business Rates and Housing Benefit Overpayment recovery.

Ideal Candidate Background

Suitable candidates may have experience as:

• Revenues Officer
• Council Tax Officer
• Council Tax Recovery Officer
• Income Recovery Officer
• Revenues & Benefits Officer
• Debt Recovery Officer
• Recovery Officer
• Housing Income Officer