RQ1761616 – Income and Recovery Officer

Client:South Staffordshire Council

Location: Community Hub, South Staffordshire Council

Hours: 37 hours per week

Working Pattern: Monday to Friday, 9:00am – 5:30pm

PAYE Pay Rate: £14.59 per hour

Main purpose of the role

To support the collection and recovery of Council Tax, Business Rates, Housing Benefit Overpayments and other debts, while providing a professional and customer-focused service. The role involves maintaining accurate records, supporting customers with payment arrangements and ensuring recovery processes are followed correctly.

Typical day overview

• Responding to customer enquiries by telephone, email, written correspondence and face-to-face.
• Managing and updating council records and databases.
• Processing payments, recovery notices and customer information.
• Supporting customers with payment plans and financial advice.
• Investigating outstanding debts and tracing customers who have moved.
• Working with internal teams and external partners to resolve queries.
• Identifying and supporting vulnerable customers who may need additional help.

Key skills and responsibilities

• Experience in administration, customer service, debt recovery or a similar environment.
• Ability to communicate clearly and professionally with customers.
• Strong organisational skills with good attention to detail.
• Ability to manage workloads, meet deadlines and work to targets.
• Good IT skills, including Microsoft Office and database systems.
• Ability to handle confidential and sensitive information.
• Ability to remain calm and professional when dealing with challenging situations.
• Commitment to providing a high-quality customer service.

Essential requirements and qualifications

• GCSE Level 4 (Grade C) or above in at least 3 subjects, or equivalent experience.
• Experience dealing with customers and confidential information.
• Good written and verbal communication skills.
• Experience using IT systems and maintaining accurate records.
• Knowledge of customer service principles.
• Ability to work effectively as part of a team and use initiative.

Desirable:

• Experience working in Revenues, Benefits, Council Tax, Business Rates or debt recovery.
• Knowledge of debt recovery procedures and relevant legislation.