Overview
Dukes is an award-winning Enforcement company centrally located in Stone, Staffordshire. Our clients are largely local authorities for whom we collect unpaid council tax debt, business rates and more. We’re a family-run company with roughly 95 employees located across England and Wales.
As an Investigations & Collections Officer you will be responsible for supporting enforcement and recovery activity by conducting detailed in-person investigations into debtor circumstances and proactively managing collections through negotiation and support.
Due to the growth of the business, we are looking for a driven, proactive and hardworking Investigations & Collections Officer to join our team in London.
Salary: £28,900 basic salary with a lucrative monthly commission scheme, meaning your earnings are uncapped. (We pay fees on a pro-rata basis).
Location: London.
Contract: Permanent
Working Hours: 37.5 hours per week, flexible working arrangements between the hours of 6am and 9pm Monday to Saturday, working at least one late shift (working up to 9pm) per week.
Working a total of 37.5 hours per week.
Key Responsibilities
Key responsibilities will include:
- Travelling to various addresses across your local area with the aim of engaging with debtors and investigating ability and/or propensity to pay
- Identifying the financial circumstances of a debtor by capturing key income details. This may require assisting debtors to complete income and expenditure forms and questionnaires
- Where possible, requesting payment in full (PIF) or agreeing an affordable repayment arrangement to help debtors resolve their debt
- Identifying and assessing vulnerability and signposting to support services where required
- Liaising with office-based colleagues regarding active cases
- Where further assistance or progression of the case is required, liaising with Certificated Enforcement Agents who will be able to attend the property and take enforcement action, where necessary
- Compiling short reports about your visit, along with completing any necessary paperwork
- Overseeing payments received for cases allocated to you: handling cash payments, managing receipts and other required documentation
- Gaining intelligence on an area demographic or debtor’s situation that we can report back to the Client to assist them with their own reporting and casework
- Striving for continuous improvement and reporting to management about ways we can improve our offering or our operational efficiencies
You will be required to maintain strict client confidentiality and comply with Data Protection legislation and, where appropriate, the Freedom of Information Act.
You must always act within the law, including all relevant legislation and observe all Health & Safety requirements in carrying out enforcement.
At all times, you must abide by Dukes’ standards and be aware of the Level 2 Taking Control of Goods National Standards.
Key Skills & Experience
Experience
- No experience is required as full training will be provided.
- You will be IT literate
- You have proven customer service experience
- You hold a full, clean UK Driving Licence
Skills / attributes
- Expert listening and effective communication skills (written and verbal)
- Resilient – this role can be challenging but you know how to bounce back from adversity
- You are self-motivated and driven to achieve targets
- You are assertive, compassionate and reliable
- You display strong negotiation skills
- You have a desire to help others and you take pride in demonstrating exceptional customer service.
- You show a positive and friendly attitude and have strong team player skills
- You have a keen attention to detail and the ability to multitask, learn fast and adapt to change
Our Values and Ethos
‘Family CREST’ are the values we live by. We build our business plans and strategy around them and they feed into every decision we make; big or small:
- Family
- Conscience
- Respect
- Excellence
- Service
- Trust
Benefits
- 25 days holiday per year, plus bank holidays
- Shifts that offer flexibility and time to do the things that are important to you outside work
- Mandatory office shut-down between Christmas and New Year to switch off and enjoy the festive season.
- A certified Great Place to Work® 2025
- Mental Health Champions and free counselling available to support your wellbeing
- Pension scheme, career development, long service awards and annual company awards
- Regular social events
- Employee Benefits Platform offering hundreds of discounts and offers
- Complete office shutdown between Christmas and New Year
- Clear grading structure and promotional opportunities available
- Use of company vehicle for private use
Job Types: Full-time, Permanent
Pay: From £28,900.00 per year
Benefits:
- Company car
- Company events
- Company pension
- Flexitime
- Health & wellbeing programme
- Referral programme
- Sick pay
Application question(s):
- Do you have any active IVA's or unpaid outstanding debts?
Licence/Certification:
- Driving Licence (preferred)
Work Location: On the road
