National Income Service Income Recovery Officer - 32301
We welcome applications from individuals of any age, gender or ethnic background. The National Income Service (NIS) is responsible for sending over 100,000 invoices to customers and bringing approximately £400m of regulatory charges and fees income into the EA. The service is the single point of contact for income with a focus on billing and debt activities across the organisation. Our ambition is “Funding Environmental Regulation by Maximising Our Income”. It is ultimately to modernise our income and ‘make it easier for our customers to do business with us’.
We have an exciting opportunity (up to 12‑month contract) for two G3 Income Recovery Officers within our Business Improvement Team. The role will be part of a dispersed team; successful candidates will work with a variety of colleagues across the country and will help maximise income recovery through effective customer communication and data analysis.
Responsibilities
* Maximise income recovery by engaging customers through written and verbal contact to discuss outstanding payments.
* Respond to incidents as required, possibly receiving additional pay and after training.
* Build and maintain strong relationships with customers and internal stakeholders.
* Deliver high‑quality outcomes and propose innovative ideas for continuous improvement.
* Manage own workload within a dispersed team and prioritise tasks effectively.
Experience and Skills Required
* Great communication and interpersonal skills, able to build and maintain effective relationships.
* Experience with debt collections or customer service roles.
* Confidence in producing and analysing data to support work activities.
* Experience of working with systems to collect and interrogate data, translating evidence into actionable steps.
* Ability to share findings, themes and trends via written and verbal formats.
* Resilient and able to flex plans to manage a varied workload.
* Focus on delivering good quality outcomes and embracing new and innovative ideas.
* Comfortable managing own workload within a dispersed team.
Contact and Additional Information
Base location is flexible subject to local facilities agreement. This is a full‑time post, but we welcome applications for part‑time or flexible hours. Travel to other Environment Agency offices or meeting venues may occasionally be required.
Interviews are expected to take place via Teams on 8th December.
For further information, please contact Astrella Newman (astrella.newman@environment-agency.gov.uk).
Length of Contract
Up to 12 months.
Competence 1 – Focuses on Customers and Partners
Addresses the needs of internal and external customers, provides rapid and effective responses.
Please describe an example from your work experience where you have demonstrated this competency.
Competence 2 – Achieves Results
Sets and delivers high work standards, demonstrates the drive to meet targets. Prioritises and organises tasks and resources to ensure timely achievement of results.
Please describe an example from your work experience where you have demonstrated this competency.
Competence 3 – Communicates Effectively
Listens and questions to understand and engage. Conveys information and ideas clearly, accurately and persuasively through speech and writing.
Please describe an example from your work experience where you have demonstrated this competency.
Additional Information
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.
The Environment Agency is fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non‑Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls. Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
Artificial Intelligence Note
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Although the Environment Agency is a non‑departmental public body sponsored by Defra, we subscribe to and align with the candidate guidance on the use of artificial intelligence found on the Civil Service Careers website. Please review for more information on appropriate and inappropriate use.
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