Debt Resolution Officer

Leicestershire County Council; England; On-site; GBP 28,000 - 32,000; Full time

Job summary

A local government organization in the United Kingdom is seeking a full-time Debt Resolution Officer. This role involves managing consumer collections, resolving disputes, and supporting clients with a full 360-degree service. Applicants should have experience in query management, customer service skills, and a commitment to equality and diversity. The position offers hybrid working, 25 days of annual leave, and a supportive work environment.

Benefits

25 days annual leave

Local Government Pension Scheme

Study support

Qualifications

• Experience in full end-to-end ownership of consumer customer portfolios.
• Ability to prioritize queries to minimize non-collection risk.
• Commitment to equality, diversity, and inclusion.

Responsibilities

• Managing Service User relationships and resolving disputes.
• Identifying non-collectable debt and preparing write-off schedules.
• Working with service areas to address and resolve invoice queries.

Skills

Consumer collections experience

Query management

Customer service skills

Job description

Organisation: Leicestershire County Council

Work Location: County Hall, Leicester Rd, Glenfield, Leicester LE3 8RA (Training to be carried at Loxley House, Nottingham, NG2 3NG)

Worker Category: Hybrid working

Salary: £28,605 to £31,029 per annum (pro rata for part-time)

Working Hours: 37 Hours per week - (Monday - Thursday 8.30am-5pm, Friday 8.30am- 4.30pm)

Contract Type: Permanent

Closing Date: 20th January 2026

Interview Date(s): Interviews will commence the week commencing 26th January 2026

Are you looking for a rewarding career where you can make a difference?

Do you want a job where no two days are the same?

25 days Annual Leave + 8 Bank Holidays

Attractive Local Government Pension Scheme

Study Support

EMSS are looking for x1 Full-time Debt Resolution Officer to join their expanding, busy team.

EMSS are going through an exciting period of growth and has new opportunities available within our team. The role would suit candidates with consumer collections/query management experience who can manage their own ledger and support clients on a full 360‑degree service. Your customer service skills will be key.

About the Role

You will have strong experience in consumer collections and query resolution. As part of the team, you’ll be taking on a varied credit control position that isn’t just about chasing debts but also getting involved in resolving disputes. You’ll be managing Service User relationships and will be instrumental in bringing in new processes to make sure the function is running smoothly. You won’t be asked to reach unachievable targets, we want you to be able to support our customers in the best way.

To apply for this post, you must have experience of:

• Full end‑to‑end ownership of the consumer customer portfolio with specific KPI and collection targets met.
• Ensure queries are prioritised to minimise non‑collection risk.
• Work in line with benchmarked best practice, Service User needs and Finance strategy
• Work with service areas to identify the root causes of invoice queries and reduce repeated queries that prevent / delay payment.
• Identifying non‑collectable debt and collate write‑off schedule for processing
• Identifying the debt required for escalating to legal action and or external debt recovery
• Query management, working with service users and service areas to ensure all queries are followed through and resolved where possible.

You must also have an understanding of, and commitment to, equality, diversity and inclusion.

In addition, we also expect you to share and will ask you to provide evidence when you have demonstrated them as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.

Interested in Flexible Working?

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual’s personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term‑time working, part‑time hours, compressed hours, flexible start and finish times, home/remote working, etc.

Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the page on our career site.

For more information or an informal discussion, please contact:

Davide Dulcetta - AR Team Leader

Telephone: [phone]

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.