We require 2 Debt Collection Officers in Wales who can work independently and be part of a wider geographical Collection team.
* We will be appointing on Merit order based on locations of vacancies.
* Working within local areas near you as well as potentially working further afield to cover different geographical locations based on operational requirements.
We will work with you on this and the below are the geographical locations where we have vacancies: -
Bangor, Llandudno, Porthmadog and Wrexham.
You will have a full mobile kit including a Laptop, Card Payment machine, Mobile Phone, and Thermal Printer to enable you to carry out your role on the road.
You will also be provided with a lone worker Health & Safety device.
As this is a remote and mobile role, you will be eligible to apply for your own company Car from one of our flexible schemes.
This is an exciting time to join a modern digital Field Collections Team which is part of HMRC Debt Management whose core purpose is to collect money to fund UK public services. Field Collections are responsible for pursuit and collection of overdue Taxes. As a Bilingual Field collections officer:
* You will interact with people from all walks of life including, Company Directors, Sole Proprietors and Partnerships to secure HMRC debts. Recording their assets under the Taking Control of Goods legislation in Wales.
* Travelling solo to various external customer premises, engaging with customers whilst gathering information to make well balanced decisions. We will support your development in this role with a full in-depth 8-week training course which is provided with ongoing 121 peer support.
As a bilingual Debt Collections Officer, you will demonstrate a specific skill set that enables you to:
* Methodically plan and manage your diary for weekly visit activity.
* Make effective decisions to resolve cases, this will include:
Questioning customers to determine their financial and assets position when looking to secure payment.
Analyse systems to make informed decisions.
Deciding when to commence Enforcement activity.
So, if you like meeting different people and enjoy travelling whilst possessing strong interpersonal skills, are driven, adaptable, hardworking and would enjoy working for a team that constantly evolves and innovates, this is the job for you.
As Field Collections Team is a national team covering all of the UK, Regional Centres do not determine where we need to recruit but geographical locations do and therefore, we will have various Reserve Lists based on location.
Person specification
As an influential bilingual Officer of the Debt Collections Team, you will need to be organised, driven, manage your own time effectively and communicate successfully. At times you will also be an empathic Civil Servant whilst at other times you will need to be an authoritative, assured and confident bilingual Debt Collection Officer. Under challenging circumstances, you will operate fairly in your dealings with members of the public as well as other external / internal stakeholders, in English and Welsh.
* Be part of a large and extremely engaged nationwide team who are inclusive, flexible, adaptable and creative in solving problems and dealing with change.
* Whilst on the road you will be an ambassador for HMRC. You will take customer service, etiquette and fairness seriously and demonstrate it professionally. You will be a self-motivated person, always looking to develop your expertise.
* Using your new or updated learned library of knowledge to remind customers of the laws, acts and legislations such as the Taking Control of Goods in Wales.
* Fully using available digital platforms, thinking in an objective and analytical manner with an inquisitive and open mind. Using good judgement to make decisions to enable you to progress each case and deal with associated queries.
* Field Collections operates flexibly to improve contact with the customer and 90% of the working day is spent “on the road” calling at premises unannounced. Sometimes an overnight stay in a hotel may be required for which expenses will be covered.
* Speaking, writing and reading confidently and fluently in the Welsh language with colleagues and customers. You will speak Welsh language every day with customers or colleagues.
* Strong planning and organisational skills to deliver consistently high outputs in a fast-paced environment.
* Showing flexibility and delivering a great customer experience with internal and external exposure across many levels of seniority.
* Being adaptable and capable of operating in dynamic, fast-paced environments. Comfortable working within tight deadlines and under pressure.
* Demonstrate excellent interpersonal skills with a proven ability to influence and engage others effectively.
* Skilled in gathering and analysing data to make sound, evidence based-decisions, even when they are unpopular.
* Highly observant, ensuring all relevant information is considered.
* Make effective decisions to deliver positive outcomes.
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