Debtors and Collection Officers

Durham County Council; Spennymoor; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Annual leave 27 days

LGPS

Hybrid working

Job summary

Durham County Council is recruiting for three full-time, permanent posts within the revenues service. You will join a supportive team responsible for collecting monies owed and helping residents in arrears by applying effective collection strategies and using the Debt Management Policy.

You will communicate with customers by telephone, letter, and email, maintaining detailed records while delivering excellent customer service.

Qualifications

• NVQ Level 2 or equivalent qualification.
• Experience in Finance or Customer Service is desirable.
• Excellent communication and interpersonal skills are essential.
• Ability to manage challenging or confrontational situations professionally.

Responsibilities

• Handle calls from customers and provide advice.
• Negotiate payment arrangements with residents in arrears.
• Maintain accurate and detailed records of interactions.
• Explain recovery processes and signpost to appropriate assistance.

Skills

Telephone manner

Communication

Empathy

Organisation

Education

NVQ Level 2 or equivalent

Tools

MS Office

Job description

This is an exciting opportunity to join a dynamic and ever-changing revenues environment. You’ll have the chance to develop your skills, gain valuable experience, and explore opportunities for career progression.

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.

We have three full time, permanent posts available within the service

WHAT IS INVOLVED?

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.

WHAT WILL I NEED?

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.

Please refer to the attached Person Specification for the full criteria.

INTERVIEWS

Interviews will be held week commencing 16th November 2026.

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.

EQUALITY, DIVERSITY, AND INCLUSION

We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled people and offer support throughout the recruitment process.

CUSTOMER SERVICE – ENGLISH SPEAKING

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.

#VPRS/161