Debtors and Collection Officers

This is an exciting opportunity to join a dynamic and ever-changing revenues environment. You’ll have the chance to develop your skills, gain valuable experience, and explore opportunities for career progression.

We have three full time, permanent posts available within the service.

WHAT IS INVOLVED?
You will be joining a supportive and enthusiastic team responsible for collecting monies owed to Durham County Council. In this role, you will play a crucial part in helping customers in arrears by implementing effective collection strategies that achieve positive outcomes, minimise debt, and provide the best possible support to our residents.

Your day-to-day work will involve communicating with customers by telephone, letter, and email, while maintaining accurate and detailed records of every interaction. You will learn and apply relevant legislation and processes, using the Council’s Debt Management Policy and procedures to provide advice, guidance, and support. This includes explaining recovery processes and signposting customers to appropriate assistance where needed.

A significant part of the role involves handling calls from a wide range of customers, delivering excellent advice and customer service. You will confidently manage requests, negotiate payment arrangements, and respond in a mature and courteous manner, even in challenging situations.

Hybrid working is available upon completion of training.

WHAT WILL I NEED?
To succeed in this role, you will need a clear, confident, and empathetic telephone manner, with the ability to explain complex information in a simple and understandable way. Strong organisational, numerical, and time management skills are essential.

You should hold an NVQ Level 2 or equivalent qualification, or have relevant experience working in a Finance, Customer Service, or similar environment. Excellent communication and interpersonal skills are key, along with the ability to manage challenging or confrontational situations professionally.

If successful, you will be required to apply for a Basic Disclosure check.

Please refer to the attached Person Specification for the full criteria.

INTERVIEWS
Interviews will be held week commencing 16th November 2026.

We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.

HOW TO APPLY
Please note, we do not accept CVs. Use the ‘Person Specification’ section of the form to clearly demonstrate how you meet the essential (and where possible, desirable) criteria. Applications that do not evidence the essential requirements will not be shortlisted.

https://www.northeastjobs.org.uk/job/Debtors_and_Collection_Officers/303406

✅ All applications must be made online via the North East Jobs portal.