Debtors and Collection Officers

Instagram; Spennymoor; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Local Government Pension Scheme

27 days annual leave

Job summary

Durham County Council is seeking a proactive Debt Recovery Officer to join a supportive team responsible for collecting monies owed. You will contact residents in arrears by phone, letter and email, explaining recovery steps and offering guidance under the Council's Debt Management Policy.

From day one you will receive training and mentoring; hybrid working is available after training. Excellent communication, empathy and organisational skills are essential as you manage payment arrangements and

Qualifications

• NVQ Level 2 or equivalent qualification, or relevant experience in Finance, Customer Service, or a similar environment.
• Excellent communication and interpersonal skills are key, with the ability to handle challenging situations professionally.

Responsibilities

• Make and answer calls to residents in arrears, providing courteous and accurate information.
• Negotiate payment arrangements and explain recovery processes under the Debt Management Policy.
• Keep detailed records of all interactions and signpost customers to appropriate assistance as needed.

Skills

Communication skills

Negotiation

Empathy

Telephone etiquette

Education

NVQ Level 2

Job description

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.

Your day-to-day work will involve communicating with customers by telephone, letter, and email, while maintaining accurate and detailed records of every interaction. You will learn and apply relevant legislation and processes, using the Council's Debt Management Policy and procedures to provide advice, guidance, and support. This includes explaining recovery processes and signposting customers to appropriate assistance where needed.

A significant part of the role involves handling calls from a wide range of customers, delivering excellent advice and customer service. You will confidently manage requests, negotiate payment arrangements, and respond in a mature and courteous manner, even in challenging situations.

From day one, you will receive full training, support, and mentoring - not only from your managers but also from your colleagues. This training will build on and enhance the skills you already have. Hybrid working is available upon completion of training.

If you have experience in dealing with members of the public in a caring and supportive manner and want to make a real difference to our residents, we want to hear from you!

We are looking for enthusiastic and committed individuals who bring a positive approach to our team. You will have excellent communication skills and the ability to engage with residents in a professional and supportive way. Attention to detail is essential, along with strong organisational skills to manage and prioritise workloads effectively in a fast-paced environment. You should be confident working as part of a team, adaptable to change, and able to meet deadlines while handling competing demands. If you are motivated, proactive, and passionate about delivering high-quality service, we would love to hear from you., To succeed in this role, you will need a clear, confident, and empathetic telephone manner, with the ability to explain complex information in a simple and understandable way. Strong organisational, numerical, and time management skills are essential.

You should 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 are key, along with the ability to manage challenging or confrontational situations professionally. If successful, you will be required to apply for a Basic Disclosure check., Where our roles are customer facing and you are required to speak to members of the public, you will be required to demonstrate the ability to speak fluent English. This is a requirement under Part 7 of the Immigration Act 2016.

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

OUR OFFER TO YOU

We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years' 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.