Income & Recovery Officer (Hybrid) – Customer-Focused

Reading Borough Council; United States; Ibrido; USD 36.000 - 48.000; Tempo pieno

Descrizione del lavoro

Reading Borough Council is seeking an Income and Recovery Officer to recover outstanding Adult Social Care invoice arrears, respond to enquiries and support accurate billing and payments. You will work with residents facing financial difficulties, offering advice, negotiating repayment plans and signposting to welfare benefits and debt advice services.

You will collaborate with colleagues across the Council and external agencies to resolve complex enquiries and achieve fair outcomes, while

Competenze

• Excellent written and verbal communication skills.
• Strong negotiation, analytical and problem-solving abilities.
• Ability to interpret procedures and communicate information clearly and accurately.
• Good IT skills, including experience using databases, spreadsheets and other computer-based systems.
• Maintain accurate records and manage your own workload effectively.
• Flexible, reliable and collaborative with initiative.
• Commitment to equality, confidentiality and delivering excellent customer service.

Mansioni

• Manage outstanding invoices and take appropriate recovery action in accordance with legislation, policies and procedures.
• Negotiate affordable and realistic repayment arrangements with customers in financial difficulty.
• Process billing, invoicing and payment administration accurately and within agreed timescales.
• Respond to customer enquiries by telephone, email, face to face and other digital channels.
• Provide advice and signposting on welfare benefits, financial support and debt advice services.
• Maintain accurate records and prepare detailed case notes to support effective decision-making and recovery action.
• Work collaboratively with internal teams and external organisations to resolve enquiries and support residents.
• Handle sensitive and challenging conversations with professionalism, empathy and respect.

Conoscenze

Customer focus

Communication

Negotiation

Problem solving

Strumenti

IT systems

Descrizione del lavoro

Reading Borough Council is seeking an Income and Recovery Officer to recover outstanding Adult Social Care invoice arrears, respond to enquiries and support accurate billing and payments. You will work with residents facing financial difficulties, offering advice, negotiating repayment plans and signposting to welfare benefits and debt advice services.

You will collaborate with colleagues across the Council and external agencies to resolve complex enquiries and achieve fair outcomes, while