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.