Priority Candidates will be considered in the first instance
Wigan Life Centre North
The Wiend
Wigan
WN1 1NH
Salary: Grade 6, £28,624 - £31,586 per annum.
37 hours per week
We're on a journey to build a workforce reflective of our Borough.
We are committed to fostering diverse teams where everybody can bring their authentic selves to work and feel that they belong. If you want to work for a Council where everybody is encouraged to meet their full potential and make a difference in our neighbourhoods, we would love to hear from you!
Your role:
Your role is to enable and support the maximisation of all Customer Experience and Support Collection streams, including Rents, Former Tenancy Arrears, Council Tax, Business Rates and Housing Benefit Overpayments, plus any future income streams.
You will follow established processes and procedures when handling payments and will conduct asset-based conversations to understand each customer’s financial circumstances. A key part of your role will be to provide tailored advice and support, including the identification and maximisation of any benefits, discounts, exemptions, or reliefs the customer may be entitled to.
About you:
You will possess excellent negotiation skills, professionalism and have an empathetic, solution-focused approach, which aligns with both organisational policies and the best interests of the customer. You will be able to confidently engage directly with customers regarding their outstanding debts ensuring accurate and thorough capture of customer information.
You will have a digital focus in which you will signpost customers to any other additional support like digital and online courses, debt advice and Welfare Rights and Welfare Support within the Council or provided by partners and stakeholders to support digital inclusion, reduce social isolation and build self-reliance.
About us:
Wigan Council has been voted ‘Overall Council of the Year’ at the APSE (Association for Public Service Excellence) Awards. We are signed up to the Greater Manchester Continuous Service Commitment ensuring that your service will be continuous or 'unbroken' between the supporting organisations.
The Progress with Unity plan is a place movement for change for the next decade, bringing a new era for Wigan Borough. It draws on the strengths of our individual organisations, recognising that together we can achieve much more for our communities by delivering on our 2 place missions; create fair opportunities for all children, families, residents and businesses and make our towns and neighbourhoods flourish for those who live and work in them.
In Customer Experience and Support we focus on our customers and understand their needs. We make change happen through innovative thinking, redesigning services and recognising areas for improvement. As the first point of contact we are the ‘face’ of the council and pride ourselves on a right first time approach for our customers.
This is a fantastic opportunity to join a forward thinking organisation. We are an organisation who will offer you the support you need to succeed and every opportunity to learn and develop your career further.
Here at Wigan, we are proud to support flexible working patterns, when the service can accommodate this. We also take a blended approach to where we work, depending on the work we do. This may include working from home, the office, or the community. We like to thank our employees for their hard work and commitment by giving them the opportunity to access a range of exclusive rewards and benefits click here to find out more about working for #TeamWigan.
To be appointed to this role you must be able to prove your right to work in the UK. Please visit the link below to check you qualify to apply. Please note, at present we are not a licenced sponsor. Prove your right to work to an employer: Overview - GOV.UK (www.gov.uk)
Prove your right to work to an employer
For further information about the vacancy please contact Andrew Ward, Assistant Business Partner by email: a.ward@wigan.gov.uk
Interview date: Week commencing 21 July 2025
This position is subject to Basic Disclosure Procedures
The employer is committed to safeguarding
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