Debt Recovery Officer – EK

Carrington Blake Recruitment; Cambridge; On-site; GBP 21,000 - 26,000; Full time

Job summary

Carrington Blake Recruitment is seeking a Debt Recovery Officer for Shire Hall, Cambridge. You will manage end-to-end debt recovery and transactional processing, resolving queries and negotiating repayment plans with customers.

The role emphasizes accuracy, compliance with legislation, and strong customer service in a fast-paced environment, with 37 hours weekly and scale 4 salary expectations.

Qualifications

• NVQ Level 2 or equivalent in Business Administration or Finance, or significant relevant experience.
• Strong transactional processing experience and understanding of debt recovery procedures.
• Excellent customer service background with queries, conflict resolution and negotiation experience.
• Ability to work independently, manage competing priorities and meet deadlines in a fast-paced environment.
• Excellent IT skills, including Microsoft Office applications.
• Strong written and verbal communication skills with the ability to influence and negotiate.
• Understanding of relevant legislation, data protection, policies and procedures.
• Ability to handle sensitive situations calmly and professionally, including dealing with vulnerable customers.
• Strong attention to detail and the ability to process financial information accurately.

Responsibilities

• Manage end-to-end debt recovery and transactional processing activities with accuracy and timeliness.
• Investigate and resolve customer queries and service requests per procedures.
• Negotiate repayment arrangements with customers and stakeholders.
• Handle challenging conversations professionally, especially with vulnerable customers.
• Maintain accurate financial records and process income/debt information.
• Prioritise workload to meet service deadlines and targets.
• Identify process improvements and support service developments.
• Assist with system implementation, testing, and staff training when required.
• Collaborate with colleagues and internal/external stakeholders.
• Assist with reporting and performance monitoring to support service delivery.

Skills

Customer service

Negotiation

Microsoft Office

Communication

Attention to detail

Problem solving

Education

NVQ Level 2 in Business Admin or Finance

Tools

Agresso ERP

Job description

Debt Recovery Officer

Location: Shire Hall, Cambridge
Hours: 37 hours per week
Salary: Scale 4

About the Role

We are recruiting for a Debt Recovery Officer to join the team at Shire Hall, Cambridge. This is an excellent opportunity for an organised and customer-focused individual with experience in debt recovery, financial administration or transactional processing.

You will support the Income and Debt Recovery service by ensuring that financial processes are completed accurately and efficiently, resolving customer queries and helping to recover outstanding debts in line with relevant legislation, policies and procedures.

Key Responsibilities

• Manage end-to-end debt recovery and transactional processing activities, ensuring accuracy and timely completion.
• Investigate and resolve customer queries, service requests and complaints in line with established procedures.
• Communicate with customers and stakeholders to negotiate repayment arrangements and resolve outstanding issues.
• Handle challenging conversations professionally, showing empathy and understanding when supporting vulnerable customers.
• Maintain accurate financial records and process income and debt-related information.
• Manage and prioritise your own workload to meet service deadlines and operational targets.
• Identify opportunities to improve processes and contribute to service developments.
• Support system implementation, testing and staff training when required.
• Work collaboratively with colleagues and internal and external stakeholders.
• Assist with reporting and performance monitoring to support the effective delivery of the service.

Essential Requirements

• NVQ Level 2 or equivalent in Business Administration or Finance, or significant relevant experience.
• Experience of transactional processing and an understanding of debt recovery procedures.
• A strong customer service background, including experience handling queries, resolving conflict and negotiating solutions.
• Ability to work independently, manage competing priorities and meet deadlines in a fast-paced environment.
• Excellent IT skills, including confidence using Microsoft Office applications.
• Strong written and verbal communication skills, with the ability to influence and negotiate effectively.
• Understanding of relevant legislation, data protection, policies and procedures.
• Ability to handle sensitive situations calmly and professionally, including dealing with vulnerable customers.
• Strong attention to detail and the ability to process financial information accurately.

Desirable Experience

• Experience using Agresso ERP systems.
• Knowledge of social care charging and financial assessment processes.
• Experience producing financial reports and monitoring service performance.
• Experience supporting colleagues, training staff or mentoring apprentices.