National Income Service Income Recovery Officer - 32301
Job opening for two G3 Income Recovery Officers on a 12‑month contract. The role is part of the National Income Service Business Improvement Team and focuses on maximising income recovery through billing and debt activities across the Environmental Agency.
Overview
The National Income Service (NIS) sends over 100,000 invoices to customers and brings in approximately £400m of regulatory charges. As a single point of contact for income, your responsibilities will include engaging customers, managing outstanding payments and improving debt recovery processes. The team operates from a dispersed model, so you will work with colleagues nationwide.
Key Responsibilities
* Engage customers through written and verbal communication to discuss outstanding payments.
* Review and analyse data to support income recovery activities.
* Maintain strong customer relationships and deliver high‑quality outcomes.
* Respond to incidents when required, potentially receiving additional pay and receiving full training.
* Collaborate with a dispersed team to support continuous improvement and teamwork.
Qualifications
* Great communication and interpersonal skills, able to build and maintain effective working relationships.
* Experience in debt collections or customer service roles; confidence in producing and analysing data.
* Ability to translate evidence into actionable steps and share findings across formats.
* Resilience and flexibility to manage a varied workload.
* Commitment to delivering quality outcomes and innovating new ideas.
* Comfortable working independently within a dispersed team.
Competencies
Competence 1 – Focus 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.
Contact & Additional Information
The National Income Service is a dispersed team, so a flexible base location is possible (subject to local facilities agreement). This is a full‑time post, but part‑time or flexible hours may be considered. Travel to other 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.
Contract Details
Duration: Up to 12 months. Employment type: Contract.
Diversity and Inclusion
We are fully committed to a diverse and inclusive workforce and welcome flexible working patterns. We also have a Guaranteed Interview Policy to support those with a disability who meet the minimum criteria. We are not part of the Civil Service, so appointment does not confer Crown Servant status.
Artificial Intelligence Guidance
Use of AI is permissible for application support, but all examples and statements must be truthful, accurate and based on your own experience. Plagiarism or fabricated content may result in withdrawal or disciplinary action. All AI usage should comply with the Environment Agency’s policy aligned to the Civil Service guidance.
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