Job Purpose
As an Income & Recovery Officer, you will support the effective administration, collection, and recovery of Council Tax, Business Rates, Housing Benefit Overpayments, and other debts owed to the Council. Working within legislative requirements and council policies, you will provide high-quality customer service, negotiate payment arrangements, maintain accurate records, and contribute to the efficient collection of income while supporting vulnerable customers where appropriate.
- Administer and maintain accurate records relating to Council Tax, Business Rates, Housing Benefit Overpayments, and other council debts.
- Provide professional advice and assistance to customers and their representatives on enquiries relating to liability, discounts, exemptions, payments, and debt recovery via telephone, email, written correspondence, and face-to-face.
- Process correspondence and update customer records using relevant systems and office technology.
- Trace debtors who have relocated using appropriate databases, software, and external agencies.
- Proactively pursue outstanding debts by issuing reminders, summonses, and other statutory notices in accordance with legislation and council procedures.
- Negotiate affordable repayment arrangements, taking into account customers' financial circumstances and levels of vulnerability.
- Identify vulnerable customers and refer them to appropriate internal teams or external support organisations where necessary.
- Monitor repayment arrangements and determine appropriate recovery action where agreements are not maintained.
- Provide advice on current legislation, council policies, and revenue collection processes.
- Liaise with internal departments, courts, enforcement agents, landlords, and external organisations to resolve enquiries and support debt recovery activities.
- Assist with valuation work, refunds, write-offs, and the processing of council tax discounts and reductions, including property inspections where required.
- Support continuous service improvement by providing advice and guidance to colleagues and contributing to efficient working practices.
- Maintain strict confidentiality and comply with Data Protection legislation and council policies at all times.
- Undertake training to maintain up-to-date knowledge of relevant legislation, policies, and procedures.
- Carry out any other duties appropriate to the level of the post.
- GCSE Grade C/Level 4 (or equivalent) in at least three subjects, or NVQ Level 2 in Administration, Customer Service, or a related qualification.
- Experience working in a customer service or administrative environment.
- Experience dealing with confidential information.
- Previous experience within revenues, benefits, council tax, business rates, or debt recovery is desirable.
- Knowledge of customer service principles and debt recovery processes.
- Understanding of Council Tax and Business Rates legislation is desirable.
- Excellent verbal and written communication skills.
- Strong organisational skills with excellent attention to detail and accuracy.
- Ability to negotiate effectively and handle sensitive conversations with empathy and professionalism.
- Good IT skills, including proficiency in Microsoft Office and database systems.
- Ability to work to deadlines and performance targets.
- Ability to work both independently and as part of a team.
- Understanding of supporting vulnerable customers and signposting to appropriate services.
Location: South Staff. Council Offices / Agile Working.
Hours per Week: Up to 37 hours per week.
Pay: Bi-weekly payments.
