Contract type: 2-year Fixed Term Contract – Full Time (37 hours per week)
We have a vacancy for an experienced Recovery Income Officer who would join our Debt Recovery Tower on our Collections & Recovery Team in Bromley. We provide a full collection and debt recovery service on a range of debts across the Council; this role will focus on Adult Social Care debts. This role is a fantastic opportunity for someone used to a fast-paced environment, with experience in debt recovery and a passion for delivering high-quality service.
Key tasks and responsibilities:
* Debt Management: Manage a diary of aged debts and proactively recover social care debts, e.g. residential care, respite and non-residential care charges, ensuring timely progression of debts through their recovery cycles.
* Correspondence Handling: Deal with communications from debtors and third parties via phone and email, handle interactions with vulnerable clients and their representatives, i.e. executors of estates.
* Dispute Management: Refer queries to the appropriate Council department for resolution.
* Proactive Communication: Make daily proactive calls regarding payment and recovery of debts, recommending Direct Debits and/or arrangements, settlement from estates, where appropriate.
* Debt Collection / Legal Action: Refer cases to local support services, Debt Collectors (and review their returns) or recommend legal action where appropriate.
* Write-Offs: Make recommendations for write-offs.
* Record Keeping: Record all recovery actions on the Council's IT system, Aspien Debt Recovery.
* Compliance: Ensure all work complies with SLAs, regulatory, and audit requirements to support service delivery.
Essential Skills and Attributes:
* Debt Recovery Experience: Prior experience is crucial, particularly outbound call recovery.
* Fluent English: Proficiency in both written and spoken English.
* IT Skills: Competence in Microsoft Word, Outlook, and Excel.
* Telephony Skills: Proven ability to communicate effectively, especially with vulnerable debtors.
* Self-Management: Confidence and professionalism in all interactions.
* Self-Motivation: Ability to work towards targets by prioritising and planning.
* Attention to Detail: Producing high-quality and accurate documentation.
* Flexibility and Adaptability: Being able to adjust in a changing environment.
* Team Collaboration: Work well within a team and have a willingness to assist team members when needed.
Security vetting and checks:
All successful candidates must meet the government's Baseline Personnel Security Standard (BPSS).
* External candidates: This includes a basic criminal record check (for unspent convictions) and an annual adverse finance check (for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders).
* Internal candidates: An annual adverse finance check will be required.
If you do not meet these requirements, your offer may be withdrawn.
Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.
Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.
Many of our services and solutions are available for procurement under various Government frameworks.