Case Management Officer - Debt Recovery

PSPS; Spalding; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Hybrid working

26 days annual leave

Job summary

PSPS is recruiting for a Case Management Officer in the Revenues & Benefits Service. You will play a key role in billing, collection, and recovery of Council Tax and Business Rates for client councils.

The role focuses on maximising collection while offering guidance and support to customers to achieve sustainable outcomes. Typical duties include handling communications, arranging affordable payment plans, and assisting customers in accessing income maximisation support.

Qualifications

• Experience in debt management or related customer support.
• GCSE English and Maths at a C/4 or above.
• Excellent verbal and written communication.

Responsibilities

• Communicate with customers via phone, email, and written correspondence to explain decisions and actions.
• Agree payment arrangements balancing recovery with affordable outcomes.
• Provide tailored support for customers in financial difficulty or vulnerability.

Skills

Customer service experience

Debt management understanding

Communication skills

Education

GCSE English & Maths

Job description

£25,947.47 per annum

We are recruiting to our Revenues & Benefits Service!

As a Case Management Officer within our Debt Recovery Team, you will play a key role in ensuring the prompt and efficient billing, collection, and recovery of Council Tax and Business Rates on behalf of our client councils.

You will be part of a dedicated team focused on maximising collection while supporting customers with additional advice, guidance, or income/maximisation support to find sustainable and manageable solutions for customers.

Typical duties include:

• Communicating with customers using a range of accessible communication methods (e.g. phone, email, written correspondence) to provide advice, explanations, and clarification on decisions and actions.
• Agreeing payment arrangements that balance recovery with affordable and sustainable outcomes
• Providing tailored support where customers may be experiencing financial difficulty or vulnerability, including helping them access appropriate advice, guidance, or support services.

What you will need:

• Previous customer service experience in a debt management environment or supporting people in other similar areas
• GCSE C/4 or above in English and Maths

Interviews held: 25th and 26th November

About us

PSPS (Public Sector Partnership Services) is a Local Authority Trading Company (LATCo) wholly owned by East Lindsey District Council, South Holland District Council and Boston Borough Council. We provide a range of professional services including HR & Payroll, Financial Services, Procurement & Contracts, ICT & Digital, Customer Contact, Revenues & Benefits, Health & Safety, and a range of Corporate Support services.

Company culture

At PSPS, we are driven by a clear mission: “Together, we will provide high-quality professional services, achieving outstanding performance, satisfaction, and confidence for our customers, communities, and colleagues.”

We offer a vibrant, inclusive culture, generous pension, flexible hybrid working and career progression opportunities. Our teams enjoy regular events and recognition.

What do I get in return?

• Local Government Pension Scheme- With Generous Employer Contributions, you can enjoy peace of mind knowing you’re part of a scheme designed to provide financial security for life after work.
• Annual leave- Enjoy 26 days plus bank holidays and the option to purchase up to 5 days extra plus your birthday off, we also provide an option for you to flex when you take your bank holidays.
• Hybrid working- Coming together and learning from each other is important, through Hybrid working our employees can work from home and office, with a minimum of 2 days working in our offices per week
• Wellbeing Support, Advice and Guidance- Emotional guidance can be accessed via our Employee Assistance Program though an online portal or over the telephone
• Employee Benefits platform- Discounts at Highstreet retailers, days out, gifts, holidays and leisure discounts
• Employment policies- including gender neutral Family Parental leave policy and Time off provisions to support those special and also challenging moments in our employees’ lives
• Career progression- Opportunities for professional growth and development

PSPS is an equal opportunities employer, we are committed to ensuring all recruitment processes are non-discriminatory and that no potential or current employee is treated unfairly and PSPS has also committed to be a Disability Confident employer.

PSPS reserve the right to change the closing date, depending on application numbers. Interviews will be arranged when suitable candidates apply which may be prior to the closing date