Job Description
3-4 Months contract with a local authority
Summary
* This role serves as the initial point of contact for the Credit Control and Adult Care Charging Teams, managing customer inquiries via phone and email. The position is crucial for handling Tier 1 queries, supporting debt recovery processes, and ensuring accurate and timely communication with both internal departments and external customers.
Responsibilities
* Handle live phone calls and manage incoming emails as the first point of contact for the Credit Control and Adult Care Charging Teams.
* Address Tier 1 questions, including providing copy invoices, processing card payments, and managing care breaks and adjustments.
* Refer queries to originating departments as needed and monitor the receipt of responses.
* Collaborate with originating departments regarding further recovery actions or write-offs.
* Escalate complex debts to the Senior Credit Controller.
* Contact debtors via telephone, letter, and email to assess their financial circumstances and ability to pay.
* Report any issues with achieving debt review targets to the Senior Credit Controller.
* Review invoices and reminder letters for quality control.
* Offer advice on the debt recovery process as required.
* Prepare debt cases for County Court action.
* Assist the Credit Control & Compliance Manager and CC Coordinator in providing solutions to problems.
Essential Experience Required
* Experience in a customer service or credit control environment.
* Familiarity with financial assessments and debt recovery procedures.
* Ability to manage sensitive and confidential information.
* Strong communication skills, both written and verbal.
Essential Qualifications Required
* GCSEs (or equivalent) including English and Maths.
* NVQ Level 2 or 3 in Business Administration, Customer Service, or equivalent (desirable).
* Training in data protection and financial regulations (desirable).
Additional Information
* Working hours: 37 hours per week
* Location: Orchard Street, Lincoln, Lincolnshire, LN1 1YL, United Kingdom
* Hybrid working after 2 weeks of initial training: first two weeks office-based in Central Lincoln, followed by 2 days in the office (set day Wednesday) and 3 days working from home.
* Interviews will take place at the Lincoln Office with two senior members of the Credit Control Team.
The role closes on 3rd November 2025, apply ASAP.
Requirements
Take live phone calls, and manage incoming emails. To be the 1st point of contact for Credit Control and Adult Care Charging Teams, dealing with customer enquiries.