Senior Recovery Officer

The Methodist Church in Britain; Taunton; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

The Somerset Council is seeking a senior Recovery post in its Recovery Team to lead debt collection across Council Tax, Business Rates, Housing Benefit Overpayments and sundry debts. You will manage complex cases, support vulnerable customers and supervise Recovery Officers in a developing team with hybrid working.

You will work with internal teams and partner organisations to achieve good outcomes for customers and the council, monitor performance and help shape service delivery.

Qualifications

• Experience of debt recovery within a local authority or similar public sector environment.
• Experience of leading, supervising or developing staff within a recovery or revenues service.
• Experience of dealing with complex cases, challenging situations and customers facing financial difficulty.

Responsibilities

• Support the day-to-day delivery of the Recovery Team
• Lead and support the recovery of unpaid debts across a range of council services
• Manage complex and sensitive recovery cases, taking appropriate action while supporting vulnerable customers
• Supervise, coach and mentor Recovery Officers, building a high-performing and collaborative team
• Act as senior point of contact for escalated customer enquiries, complaints and disputes
• Work with internal teams, enforcement agents and partner organisations to achieve good outcomes for customers and the council
• Work closely with the Recovery Manager to build a high-performing, customer-focused team
• Monitor performance, identify opportunities for improvement and support the ongoing development of the service

Skills

Recovery legislation

Communication skills

Negotiation

Analytical thinking

Problem solving

Job description

A senior post in the newly formed Recovery Team at Somerset Council, covering debt collection for the council. The holder oversees recovery across Council Tax, Business Rates, Housing Benefit Overpayments and Sundry Debts, handling complex cases while supporting vulnerable customers and leading Recovery Officers. The team is still developing, so the post offers scope to shape its working practices, with hybrid working where service needs allow. Sponsorship for this role is not available.

What the job involves

• Support the day-to-day delivery of the Recovery Team
• Lead and support the recovery of unpaid debts across a range of council services
• Manage complex and sensitive recovery cases, taking appropriate action while supporting vulnerable customers
• Supervise, coach and mentor Recovery Officers, building a high-performing and collaborative team
• Act as senior point of contact for escalated customer enquiries, complaints and disputes
• Work with internal teams, enforcement agents and partner organisations to achieve good outcomes for customers and the council
• Work closely with the Recovery Manager to build a high-performing, customer-focused team
• Monitor performance, identify opportunities for improvement and support the ongoing development of the service

Experience

• Experience of debt recovery within a local authority or similar public sector environment
• Experience of leading, supervising or developing staff within a recovery or revenues service
• Experience of dealing with complex cases, challenging situations and customers facing financial difficulty

Skills & knowledge

• Strong knowledge of recovery legislation, enforcement processes and debt collection best practice
• Excellent communication and negotiation skills, with balanced decision-making and relationship-building
• Strong analytical and problem-solving abilities, with a focus on delivering results and improving performance

Checks & eligibility

• Basic DBS check

What’s offered

• 28 days annual leave plus bank holidays, with the option to purchase additional leave
• Local Government Pension Scheme (LGPS)
• Flexible and hybrid working, where service needs allow
• Health and wellbeing support, including confidential employee assistance services
• Paid volunteering opportunities