RECOVERY ASSISTANT

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Cardiff Council is seeking a dedicated Recovery Officer to join the Revenue Services team on a temporary maternity cover until September 2027. You will handle inbound and outbound calls about Council Tax, Business Rates, Parking Fines and Moving Traffic offences, working with customers to identify the best recovery approach.

Strong communication, negotiation and data analysis skills are essential, as is empathy for vulnerable customers.

Qualifications

• Experience handling telephone enquiries with a focus on customer service.
• Ability to gather and analyse data to identify opportunities for recovery.
• Strong communication and interpersonal skills; confident when dealing with the public.
• Empathy when dealing with vulnerable customers and sensitive situations.
• Experience in debt recovery is advantageous.
• Knowledge of Council Tax/Business Rates and Traffic Offences desirable.

Responsibilities

• Handle daily inbound and outbound calls about outstanding balances (Council Tax, Business Rates, Parking Fines, Moving Traffic offences).
• Work with customers to identify the most effective recovery methods.
• Prioritise workloads and meet deadlines and performance targets.
• Maintain accurate records and monitor cases using IT systems.
• Gather and analyse data to identify opportunities for recovery.

Skills

Negotiation

Debt recovery

Communication

Telephone handling

Data analysis

Microsoft Office

Tools

Microsoft Office

Job description

The Recovery Section, within Revenue Services is responsible for the collection of unpaid Council Tax, National Non-Domestic Rates (Business Rates) Parking Fines and Moving Traffic Offences.

About the job

A temporary opportunity has arisen to join the Recovery Section within Revenue Services to cover a period of maternity leave until September 2027. The postholder will be responsible for taking prompt and appropriate action to recover debts owed to the Council, in accordance with the Tribunals, Courts and Enforcement Act 2007.

Day ‑ to ‑ day duties will include handling both inbound and outbound calls with members of the public regarding outstanding Council Tax, Business Rates, Parking Fines, and Moving Traffic contraventions. The role involves working with customers to identify the most effective and appropriate methods of recovering outstanding balances. This will require a degree of negotiation; therefore, strong communication and interpersonal skills are essential.

The successful candidate will have experience in handling telephone enquiries, demonstrate a positive and flexible approach to work, and be able to meet deadlines and performance targets. They must be confident in prioritising workloads and possess excellent organisational and communication skills. The ability to gather and analyse data to identify opportunities for recovery is also required.

The postholder must be able to demonstrate empathy when dealing with sensitive situations and provide accurate, meaningful support to vulnerable customers.

This is a key role that ensures vital income is secured to support essential public services.

What We Are Looking For From You

You will be a highly motivated and flexible individual who is able to work under pressure as the post requires deadlines to be met. In addition, records must be monitored and maintained, therefore good IT skills are required.

The position involves daily telephone contact with members of the public; therefore, it is essential that you can demonstrate confident and assertive communication skills; strong negotiation skills are required. Due to the nature of the role, calls can be long and complex and therefore experience of debt recovery would be advantageous.

A good knowledge of Council Tax/Business Rates and Traffic Offences is desirable.

Additional information

This post is temporary until 17/09/2027.

Internal candidates who wish to apply for this position on a secondment basis must obtain approval prior to application using Form SEC1 (4.C.081). Requests may only be approved by the relevant Director/ Assistant Director/ Chief Officer or senior nominated officer graded no lower than OM2 or in the case of schools based staff the Headteacher / Governing Body.

This post is subject to a Disclosure and Barring Service Basic check.

This vacancy is suitable for post share.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

Job Category Finance / Revenues / Benefits

Department Finance

Working Pattern/Contract Type Full Time Temporary