Venesky-Brown's client, a public sector organisation in West Northants, is currently looking to recruit a Debt Recovery Officer for an initial 12 month contract on a rate of £26.70 per hour PAYE or £34.71 per hour Umbrella. The post will be based on site.
Responsibilities:
- To provide an effective, customer focused support service to users of the Debt Recovery service, systems and processes. A point of contact for colleagues and service users for queries.
- To provide an effective debt recovery service in order to maximise income for customers and achieve resolution and payment of outstanding debt in accordance with the Collections Strategy. Providing accurate information and support in response to internal and external customers enquires according to agreed procedures, practices and regulatory and legislative requirements.
- To answer queries relating to Adult Social Care and Sundry debts.
- To ensure an integrated approach to transactions for the organisation and processes that meet the needs of clients, customers and client organisation.
- Provide operational services within the Debt Recovery team. This is managed and monitored through the productivity of allocated portfolios between Adult Social Care Services, Sundry Services and Children Trust Services.
- Task should be undertaken through the use of telephone, emails, letters and any other communication tool that is appropriate. And being responsible for ensuring that efficient, accurate and timely end-to-end processes are adhered to.
- To liaise with internal and external partners, including the provision of updates and data management with third party service providers, e.g. legal services, external debt agencies, as required in the management of an efficient debt recovery processes.
- Take responsibility for and resolve service requests, queries, complaints, suggestions and compliments. This could be from customers and other stakeholders, ensuring operational service priorities are met through adhering to agreed service standards and according to operational procedures.
- Take responsibility and ownership on areas of the service where improvements could be made by making recommendations and implementing agreed changes to improve efficiency.
- Work as part a team supporting your colleagues, mentoring apprentices and new starters to a high standard to ensure the continued development.
- Work collaboratively on projects that support developments and improvements for the Debt Recovery service in a professional and positive way including supporting system implementations, conducting system testing and delivering training to staff on new system processes.
- Work collaboratively and progressively with Senior Recovery Officer and Team Leaders to resolve complex cases and impact areas with relevant Directorate and partners.
- Manage own workload through allocated portfolios, processing high quality information / data accurately and in a timely manner. Progressing and completing actions against portfolio reviews with SDROs or Team Leaders.
- Embed customer service excellence within the team through contributing to the design of customer focussed processes, active participation in one-to-one meetings / the PADP process and own behaviours.
- Demonstrate awareness / understanding of equal opportunities and other people's behaviour, physical, social and welfare needs.
- Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the business.
- Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate within the grade of the post.
Essential Skills:
- NVQ Level 2 or equivalent in Business & Administration or Finance or significant experience gained in a similar or related service working
- Knowledge and experience of finance operational processes and understanding of debt recovery processes.
- Excel Skill – Spreadsheet work.
- Excellent IT skills with good knowledge of office applications.
- Ability to work with internal and external stakeholders to support the delivery of Debt Recovery service in line with the annual service plan and allocated workplans.
- Ability to communicate effectively both verbally and in writing in order to achieve desired outcomes and be able to influence and negotiate when advising and supporting customers/users.
- Ability to manage own personal workload and for the prioritisation of that workload.
- Ability to understand and interpret national legislation and guidance and adhere to local policies and procedures.
- Show empathy, be calm and able to deal with conflict management, be able to influence behaviour and negotiate win -win solutions for the recovery of debt
- Excellent interpersonal skills; demonstrate understanding and be able to deal with vulnerable customers and service groups.
- Ability to process data and financial information related to the Debt Recovery service to support the production of management reports and information on service performance to meet service area requirements
- Ability to motivate and mentor Apprentices to provide staff development.
- Ability to demonstrate awareness/understanding of equal opportunities and other people's behaviour, physical, social and welfare needs
- Experience of working independently scheduling and prioritising own workloads to meet service requirements
- Proven customer service background with experience of conflict resolution, negotiation and diplomacy skills
Desirable Skills:
- Knowledge of ERP Systems, Agresso.
- Awareness of Social Care charging and financial assessment processes.
- Broad knowledge of relevant Legislation, Data Protection, Customer Care Acts and Guidance and Good Practice relating to Debt recovery policies
If you would like to hear more about this opportunity, please get in touch.