Income Collection & Early Intervention Officer

Isle of Anglesey County Council; Llangefni; On-site; GBP 26,000 - 32,000; Full time

Job summary

Isle of Anglesey County Council seeks an Income Collection & Early Intervention Officer to proactively manage overdue accounts and engage customers to maximise income and reduce formal recovery action.

You will identify barriers to payment, negotiate arrangements, and support digital transformation by promoting self-service channels and signposting to support services where needed.

Qualifications

• Experience in debt collection or income recovery.
• Strong communication and negotiation skills.
• Ability to identify vulnerable customers and signpost to support services.

Responsibilities

• Manage a caseload of overdue accounts and proactively contact customers by telephone, email, SMS and written correspondence to encourage prompt payment.
• Identify barriers to payment and negotiate repayment arrangements within approved procedures.
• Support the Income Team Leader and Income Officers by monitoring payment arrangements and maintaining accurate records.
• Promote self-service channels and contribute to continuous improvement of collection processes to maximise income.

Skills

Debt collection

Customer service

Negotiation

Record keeping

Communication

Job description

Income Collection & Early Intervention Officer

Working for Isle of Anglesey County Council

Anglesey is a great place to live and work. At Isle of Anglesey County Council we are committed to making life better for the people who live and work on the island. In order to achieve our priorities our employees are as ambitious as we are, take pride in their work, are innovative, professional, work in partnership and deliver to the highest standards. Our aim is to create an Anglesey that is healthy and prosperous, where families can thrive.

To provide a proactive early intervention and income collection service in respect of Sundry Debtor , Commercial Rent accounts , Social Care and Adult Services debts , engaging with customers at the earliest stage of non -payment to maximise collection, improve customer outcomes and minimise the level of debt progressing to formal recovery action.

The postholder will manage a caseload of overdue accounts and proactively contact customers by telephone, email, SMS and written correspondence to encourage prompt payment, identify barriers to payment and negotiate repayment arrangements within approved procedures.

The role will support the Income Team Leader and Income Officers by undertaking routine collection activities, monitoring payment arrangements, maintaining accurate records and contributing to the Council's income collection objectives.

The postholder will support the Council's income collection, customer contact and digital transformation objectives by promoting self - service channels, encouraging prompt payment and contributing to the continuous improvement of collection processes. Throu gh proactive engagement and early intervention, the role will help prevent debt escalation, improve customer outcomes and maximise income collection for the Authority.

The postholder will identify vulnerable customers and ensure they are signposted to appropriate support services where financial hardship is identified.

More information

Please see the job description formore information andfor the Welsh language skills requirements for this post.

You’re welcome to submit an application in the language of your choice. Applications submitted in Welsh or English will always be treated equally.

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