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About the Role
Provide proactive financial and debt recovery support, managing a substantial portfolio of accounts and ensuring effective collection of outstanding debts. Manage Housing Benefit Overpayments and Adult Social Care debt cases, applying relevant legislation and recovery procedures while delivering a professional, customer-focused service.
Responsibilities
- Manage a large portfolio of approximately 900–1,000 accounts, ensuring outstanding debts are monitored and progressed effectively.
- Independently manage Housing Benefit Overpayment cases, prioritising workloads and taking appropriate recovery action.
- Manage Adult Social Care debt portfolios, including care charges, financial assessment charges and deferred payment agreements.
- Apply relevant Housing Benefit legislation, recovery regulations and departmental procedures when determining appropriate recovery action.
- Progress debt recovery using methods such as Payment Direct from Earnings (PDE/PDP), Direct Earnings Attachments (DEA) and deductions from benefits, where applicable.
- Analyse customer circumstances and determine suitable recovery solutions in accordance with legislation and organisational policies.
- Liaise with customers, the Department for Work and Pensions, enforcement agents and internal stakeholders to resolve complex debt cases.
- Handle sensitive conversations professionally, including working with vulnerable customers and their representatives.
- Provide financial advice and administrative support to service areas, customers and suppliers.
- Investigate and resolve financial queries, taking ownership of issues and ensuring timely outcomes.
- Maintain accurate financial records and ensure all transactions have a clear audit trail.
- Use computerised financial systems to process transactions, run reports, extract and analyse data, and complete reconciliations.
- Prepare spreadsheets, management information and financial reports to support service performance.
- Monitor income collection, debt management and recovery performance against agreed targets.
- Maintain accurate and confidential financial information, ensuring compliance with financial controls and relevant procedures.
- Identify opportunities to improve financial systems, processes and operational efficiency.
- Work collaboratively with colleagues and other departments to deliver an effective, customer-focused exchequer service.
Requirements
- Minimum of three years' recent experience in debt collection or credit control within a Local Authority.
- Proven experience managing a substantial portfolio of debt accounts, ideally 900–1,000 accounts.
- Experience independently managing Housing Benefit Overpayment recovery cases.
- Experience managing Adult Social Care debt portfolios and recovering outstanding care charges.
- Knowledge of Housing Benefit Overpayment recovery legislation, regulations and procedures.
- Understanding of recovery methods, including PDE/PDP, DEA and benefit deductions.
- Experience applying relevant legislation and policies to determine appropriate debt recovery action.
- Experience dealing with customers, the Department for Work and Pensions, enforcement agents and internal stakeholders.
- Experience working with vulnerable customers and handling sensitive financial situations.
- Strong communication, negotiation and customer service skills.
- Ability to analyse financial information and make informed decisions.
- Excellent organisational skills and the ability to manage a high-volume caseload independently.
- Strong IT skills, including Microsoft Office and financial management systems.
- Experience using Oracle is desirable.
- Proactive approach, with the ability to take ownership of responsibilities and work effectively as part of a team.
- Knowledge of local authority finance processes and basic accounting principles.
- Basic DBS check required.
Skills
- Debt collection
- Credit control
- Financial management
- Customer service
- Communication
- Negotiation
- IT skills
- Microsoft Office
- Financial management systems
- Oracle
- Spreadsheet preparation
- Data analysis
- Reconciliation
Location
- Brixton, Lambeth, London
Work Type
- Contract
- Hybrid
- Remote
- Onsite
Experience Level
- Minimum of three years' recent experience
Salary/Compensations
- £26.77 per hour
About the Company
- Local Authority