Job Title: Enforcement Inbound Call Handler Department: Customer Contact / Enforcement Operations Reporting to: Contact Centre Team Leader / Operations Manager Location: Office-based (full-time: Monday–Friday) Hours: 37.5 hours per week Salary: £24,784.50 per annum About the Role Our client is looking for a professional, resilient, and empathetic Inbound Call Handler to join their enforcement contact centre. You will be the first point of contact for members of the public calling in relation to outstanding debts referred to us by local authorities and other public sector clients — including council tax arrears, business rates, parking penalties, housing benefit overpayments, and sundry debt. This is a busy, fast-paced role that requires you to handle sensitive conversations with confidence, professionalism, and compassion, while working within strict legislative and regulatory frameworks. Key Responsibilities Answer a high volume of inbound calls from debtors, their representatives, and third parties in a professional and courteous manner Accurately assess each caller’s circumstances and identify the most appropriate resolution pathway, including payment arrangements, queries, disputes, and vulnerability referrals Negotiate payment of outstanding balances or agree affordable, sustainable payment plans in line with company policy and enforcement legislation Identify vulnerable callers and apply appropriate protocols, signposting to relevant support services where required Record all call activity accurately and promptly on the case management system, ensuring compliance with data protection regulations (GDPR) Liaise with enforcement agents in the field to relay instructions or gather information on live cases Handle complaints at first point of contact where possible, escalating where appropriate Process card payments securely over the telephone Adhere to all regulatory requirements including the Taking Control of Goods Regulations 2013, the National Standards for Enforcement Agents, and any relevant client-specific protocols Meet individual and team KPIs including call quality, resolution rate, and compliance standards Requirements Previous experience in a customer-facing or call-handling role, ideally within enforcement, debt recovery, local government, or financial services Strong verbal communication skills with the ability to adapt tone and approach to a wide range of callers Ability to remain calm, professional, and empathetic when handling difficult or emotionally charged conversations Good negotiation skills with the ability to reach mutually acceptable outcomes Accurate data entry and attention to detail Proficiency with IT systems and case management software Ability to work effectively under pressure and manage a demanding workload An understanding of vulnerability and the importance of treating people in financial difficulty with dignity and respect Benefits Full training on enforcement legislation, systems, and processes A structured induction programme and ongoing coaching and development A supportive team environment with clear progression opportunities Workplace pension