Debtors and Collection Officers

Instagram; Spennymoor; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A local government council in Spennymoor is looking for dedicated individuals to join their team in customer service and debt collection. You will help customers in arrears with effective strategies and provide essential support, communicating via phone, email, and written correspondence. Required qualifications include an NVQ Level 2 or equivalent along with excellent communication skills. This position offers both full-time and part-time opportunities, along with a competitive rewards package and flexible working arrangements.

Benefits

Competitive salary

27 days annual leave (rising to 32 after five years)

Local Government Pension Scheme

Flexible working arrangements

Qualifications

• Hold an NVQ Level 2 or equivalent qualification, or have relevant experience in Finance or Customer Service.
• Experience in handling challenging customer interactions effectively.
• Confidence in handling negotiations and payment arrangements.

Responsibilities

• Communicate with customers through various channels and keep detailed records.
• Apply debt management policies to provide guidance and support.
• Negotiate payment arrangements and explain complex information simply.

Skills

Excellent communication and interpersonal skills

Attention to detail

Organisational skills

Numerical skills

Time-management skills

Ability to engage with residents

Education

NVQ Level 2 or equivalent qualification

Job description

Overview

You will be joining a supportive and enthusiastic team responsible for collecting monies owed to Durham County Council. In this role, you will play a crucial part in helping customers in arrears by implementing effective collection strategies that achieve positive outcomes, minimise debt, and provide the best possible support to our residents.

Responsibilities

• Communicate with customers by telephone, letter, and email while maintaining accurate and detailed records of every interaction.
• Learn and apply relevant legislation and processes using the Council's Debt Management Policy and procedures to provide advice, guidance, and support.
• Explain recovery processes and signpost customers to appropriate assistance where needed.
• Handle calls from a wide range of customers, delivering excellent advice and customer service.
• Confidently manage requests, negotiate payment arrangements, and respond in a mature and courteous manner, even in challenging situations.
• Receive full training, support, and mentoring from managers and colleagues.

Qualifications

• Hold an NVQ Level 2 or equivalent qualification, or have relevant experience working in a Finance, Customer Service, or similar environment.
• Excellent communication and interpersonal skills, with the ability to engage with residents in a professional and supportive way.
• Attention to detail, strong organisational skills, and the ability to manage and prioritise workloads effectively in a fast‑paced environment.
• Confidence working as part of a team, adaptability to change, and ability to meet deadlines while handling competing demands.
• Clear, confident, and empathetic telephone manner, with the ability to explain complex information simply.
• Strong organisational, numerical, and time‑management skills.
• Ability to converse at ease with customers and provide advice in accurate spoken English.
• Willingness to apply for a Basic Disclosure check.

We have two permanent vacancies available: one full‑time 37 hours and one part‑time 23 hours.

We also operate a guaranteed interview scheme for applicants who meet all essential criteria and have indicated they have a disability, are a looked‑after young person, care leaver, or a veteran.

Benefits and Offer

We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years of continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website.

Rewards and benefits are subject to individual terms and conditions.