Debt Resolution Officer

Nottingham City Council, Leicestershire County Council, East Midlands Group; England; On-site; GBP 28,000 - 32,000; Full time

Job summary

A local government authority in England seeks a Full-time Debt Resolution Officer to provide comprehensive support in managing consumer collections and resolving queries. Your role will involve handling a diverse portfolio while ensuring a high level of customer service. Responsibilities include prioritising debt recovery, addressing client concerns, and collaborating with various departments. Offers include 25 days of annual leave and opportunities for flexible hours. Ideal for those driven by customer satisfaction and process improvement.

Benefits

25 days Annual Leave

Study Support

Qualifications

• Experience in managing consumer customer portfolios with specific KPI targets.
• Understanding of equality, diversity, and inclusion.
• Ability to support clients on a full 360-degree service.

Responsibilities

• Manage the consumer customer portfolio from end-to-end.
• Prioritise queries to minimise non-collection risks.
• Collaborate with service areas to address invoice queries.

Skills

Consumer collections experience

Customer service skills

Query management

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)

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

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

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.

Key Responsibilities

• 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 or delay payment.
• Identify non-collectable debt and collate write-off schedule for processing.
• Identify the debt required for escalation 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 http://[e-mail] shareour commitment to our values 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.

For more information or an informal discussion, please contact:

Telephone: [phone]

To contact me by email, please click here

How to Apply

Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.

To apply for this job, please click on the apply button. You will need to upload a supporting statement explaining how you meet the criteria listed in the 'About You' section above. For more information, see the How to Apply section on our career site.

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.

If you have any technical issues when applying for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire.

For further information on what it’s like to work for us and the benefits we offer, please refer to the following:

• Locations: County Hall, Leicester, LE3 8RB, GB