RECOVERY ASSISTANT

Cyngor Caerdydd/Cardiff Council; Cardiff; On-site; GBP 22,000 - 26,000; Full time

Job summary

Cardiff Council is seeking a temporary Recovery Officer to join the Revenue Services team on maternity cover until September 2027. The role will involve contacting residents by phone to pursue unpaid Council Tax, Business Rates, Parking Fines, and Moving Traffic contraventions, and taking appropriate recovery actions in line with statutory frameworks.

You will need excellent communication, negotiation and data-analysis skills, with the ability to manage workloads, meet deadlines and provide

Qualifications

• Experience in handling telephone enquiries and debt recovery is desirable.
• Ability to meet deadlines and performance targets.
• Empathy when dealing with sensitive situations and vulnerable customers.

Responsibilities

• Handle inbound and outbound calls regarding outstanding Council Tax, Business Rates, Parking Fines, and Moving Traffic contraventions.
• Identify the most effective methods to recover outstanding balances in collaboration with customers.
• Demonstrate negotiation skills to secure timely payments and explain options clearly.
• Gather and analyse data to identify opportunities for recovery and prioritise workloads to meet targets.

Skills

Negotiation

Communication

Data analysis

IT skills

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.

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