Investigation & Collections Officer

Dukes Bailiffs Limited; Spalding; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Flexible hybrid working

Company pension scheme

Eye care vouchers

Employee assistance programme

Training and development programme

Free on-site parking

Dress down Fridays

Job summary

Dukes Bailiffs Limited is seeking an Investigations & Collections Officer to support enforcement activity through in-person investigations and proactive debt collection. You will negotiate payments, assess debtor circumstances, and refer vulnerable cases to appropriate support services.

The role involves travel within your local area, handling confidential information, and maintaining high standards of client service while complying with relevant laws and internal procedures.

Qualifications

• No experience required; full training provided.
• IT literate.
• Proven customer service experience.
• Full, clean UK Driving Licence.

Responsibilities

• Travel to local addresses to engage with debtors and assess ability to pay.
• Capture income details and help debtors complete income/expenditure forms.
• Negotiate affordable repayment arrangements with debtors.
• Identify vulnerability and signpost to support services.
• Liaise with colleagues and Certificated Enforcement Agents as needed.
• Compile short reports about visits and complete paperwork.
• Oversee payments received and manage receipts and documentation.
• Provide intelligence on local demographics for client reporting.
• Suggest improvements to processes and efficiency.

Skills

IT literacy

Customer service

Driving licence

Job description

Debt Recovery: Get a quote

Debt Recovery: Get a quote

Investigations & Collections Officer

The Role at a Glance

Locations: London, Midlands, Lincolnshire

Department: Enforcement

Reporting to: Enforcement Agent Manager

Working pattern: 37.5 hours per week, flexible working arrangements between the hours of 6am and 9pm. Monday to Saturday, working at least one late shift (working up to 9pm) per week.

Salary: £26,250, plus a lucrative commission scheme.

A Great Place to Work®

At Dukes, we’re proud to be recognised for our culture, fairness and commitment to doing the right thing for our people and for the communities we serve.

Dukes is externally certified as a Great Place to Work®, based entirely on feedback from our team. Dukes is a Disability Confident Employer, committed to fairness, accessibility and equal opportunities.

About The Role

As an Investigations & Collections Officer you will be responsible for supporting enforcement and recovery activity by conducting detailed in-person investigations into debtor circumstances and proactively managing collections through negotiation and support.

Job Summary

• Travelling to various addresses across your local area with the aim of engaging with debtors and investigating ability and/or propensity to pay
• Identifying the financial circumstances of a debtor by capturing key income details. This may require assisting debtors to complete income and expenditure forms and questionnaires
• Where possible, requesting payment in full (PIF) or agreeing an affordable repayment arrangement to help debtors resolve their debt
• Identifying and assessing vulnerability and signposting to support services where required
• Liaising with office-based colleagues regarding active cases
• Where further assistance or progression of the case is required, liaising with Certificated Enforcement Agents who will be able to attend the property and take enforcement action, where necessary
• Compiling short reports about your visit, along with completing any necessary paperwork
• Overseeing payments received for cases allocated to you: handling cash payments, managing receipts and other required documentation
• Gaining intelligence on an area demographic or debtor’s situation that we can report back to the Client to assist them with their own reporting and casework
• Striving for continuous improvement and reporting to management about ways we can improve our offering or our operational efficiencies

You will be required to maintain strict client confidentiality and comply with Data Protection legislation and, where appropriate, the Freedom of Information Act.

You must always act within the law, including all relevant legislation and observe all Health & Safety requirements in carrying out enforcement.

At all times, you must abide by Dukes’ standards and be aware of the Level 2 Taking Control of Goods National Standards.

Experience

Key skills & experience

• No experience is required as full training will be provided.
• You will be IT literate
• You have proven customer service experience
• You hold a full, clean UK Driving Licence

Skills / attributes

• Expert listening and effective communication skills (written and verbal)
• Resilient – this role can be challenging but you know how to bounce back from adversity
• You are self-motivated and driven to achieve targets
• You are assertive, compassionate and reliable
• You display strong negotiation skills
• You have a desire to help others and you take pride in demonstrating exceptional customer service.
• You show a positive and friendly attitude and have strong team player skills
• You have a keen attention to detail and the ability to multitask, learn fast and adapt to change

Salary & Benefits

Grade: 1

• We are a certified Great Place to Work ®
• 25 days annual leave, plus bank holidays.
• Mandatory officeshut-downbetween Christmas and New Year to switch off and enjoy the festive season.
• Flexible hybrid working model with a mix of office working and home working.
• Company pension scheme
• Eye care vouchers
• Employee benefits platform including retail discounts and vouchers and an Employee Assistance Programme
• A dedicated training and development programme
• Company Sick Pay Scheme
• Workplace Mental Health initiative
• Free secure on-site parking
• Dress down Fridays