Job info |
Job info details |
Job title |
Corporate Debt Officer |
Strategic team/Directorate |
Finance |
Service |
Financial Services |
Business unit |
Corporate Debt |
Responsible to (day to day issues) |
Corporate Debt Team Leader |
Accountable to (line manager) |
Debt Recovery Manager |
Salary grade |
7 - 11 |
1. Key purpose of job
- Ensure that our customers receive a high-quality debt recovery service.
- To contribute as a team member to the realisation of the councils’ vision, core values and strategic aims in the delivery of the service.
- To ensure that customers, when they fall into arrears, are offered realistic repayment arrangements which are agreed and where appropriate enforcement action is commenced in compliance with the council’s policies and procedures.
- The Corporate Debt Team is responsible specifically for the recovery of outstanding Council Tax, Business Rates and Housing Benefit Overpayments, but overall council debt should always be taken into account.
- That customers, where financial, physical or mental health issues have been identified, are signposted to appropriate support and advice.
2. Anticipated outcomes of post
- A cohesive approach when collecting monies owed to the Council.
- To ensure appropriate debt collection policies, procedures and financial regulations are applied.
- To work closely with external and partner organisations e.g. Enforcement Agent Companies, Government Departments (DWP), voluntary sector, including the advice charities as well as the judiciary and insolvency services.
- To contribute to the reduction in the amount of outstanding debt owed to the Council.
- To provide high quality customer care so that a customer will only need to contact one section to resolve multiple debt issues.
- To work with other teams (including Customer Services, Fraud and Revenues & Benefits), to ensure that the customer receives appropriate correct advice in a timely manner.
- To contribute to service improvements and the introduction of new technology where appropriate.
- To support and embrace Torbay Council’s core values of being forward thinking, people orientated and adaptable with integrity.
3. List key duties and accountabilities of the post
- To collect outstanding monies owed to the Council specifically in respect of Council Tax, Business Rates, and Housing Benefit Overpayments.
- To develop knowledge of the relevant legislation relating to the billing and collection of statutory debts.
- To negotiate with customers to set up and then monitor payment arrangements.
- To check and prepare accounts for the commencement of legal proceedings and to attend the Magistrates Court and to negotiate and offer advice to customers prior to the Court hearing. The post holder may be required to provide evidence at Court and where authorised to present proceedings at Court.
- Following Court proceedings, to make decisions in respect of individual accounts as to the appropriate method of debt recovery by negotiation of payment arrangements, the issue of letters of intent, responding to correspondence, attachments of benefits or earnings, reference to enforcement or collection agents, tracing of absconded debtors, preparing write off’s, committal proceedings, charging orders and insolvency proceedings.
- To develop and provide a high level of customer care, by telephone, letter, email or face to face with a focus on maximising the income stream to the council.
- Give support and advice to customers in order to maximise income whilst making sure customers are fully advised of any financial help they may be entitled to via the various benefits systems.
- To liaise with enforcement agent companies and collection agencies and to offer advice on the appropriate course of action for accounts, including recommendation of removal of goods in line with legislations and policies.
- To liase with third sector organisations such as the Citizens Advice Bureau or Credit Unions.
- To develop knowledge of relevant legislation relating to the recovery of Housing Benefit Overpayments.
- To check and assist with the preparation of accounts for the commencement of legal proceedings in the County Court. There may be a requirement where the post holder is requested to attend the County Court or Magistrates’ Court to assist the Debt Recovery Manager.
- To recover outstanding Housing Benefit Overpayments, by agreeing payment arrangements, the issuing of reminder and final notices, responding to correspondence, attachments of benefits, the serving of Direct Earnings Attachment Orders, recovering from on-going Housing Benefit, recovery by or on behalf of other Council’s, write off’s and tracing of absconders.
- To undertake tracing using a variety of tools and contacts.
- Verify records, gather information and make further investigations to ensure that records are accurately maintained.
4. Budgetary/Financial Responsibilities of the post
5. Supervision/Line Management Responsibilities of the post
6. Working environment and conditions of the post
- Office based with the ability to travel around the bay.
- Ability to accommodate occasional/permanent home-working.
7. Physical demands of the post
8. Specific resources used by the post
9. Key contacts and relationships
- External:
- External Partners – TDA; SWISCo.
- Government offices e.g. Valuation Office Agency, DWP, HMRC.
- Other Councils.
- The IRRV.
- The voluntary sector – charity advice organisations
- Enforcement Agents and Collection agents..
- Letting agents – housing associations.
- Internal:
- Liaise directly with staff at all levels and departments of the organisation.
10. Other duties
- To undertake additional duties as required, commensurate with the level of the job.
Other Information
- All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
- The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement.
- The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
- The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
- This post is based at Tor Hill House, Castle Circus, Torquay but the post holder may be required to move their base to any other location within the Council at a future date.
- The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
- If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing www.gov.uk/view-driving/licence and providing a code to your Line Manager in order to share your driving licence information with the Council.
- You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
- Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
Person Specification
Note for Candidate
All Candidates
The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement.
In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.
Candidates who consider that they have a disability
Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.
If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.
Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.
If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.
Job info |
Job info details |
Job Title |
Corporate Debt Officer |
Strategic team/Directorate |
Finance |
Service |
Financial Services |
Business unit |
Corporate Debt |
Skills and effectiveness
Essential skills and effectiveness
- Excellent communication skills including empathy and a good understanding of the issues faced by customers - e.g. vulnerable people, or where the customer is angry and/or abusive.
- Personal effectiveness with the ability to prioritise work effectively and to meet deadlines which are set.
- A self motivated person who is able to work on their own initiative and to perform effectively as part of a team.
- Good interpersonal skills and the ability to establish positive relationships with customers across the organisation and outside agencies.
- Knowledge of debt recovery and court proceedings in a statutory or civil background.
- Ability to work accurately in a deadline driven environment.
- Effective administration and clerical skills including keyboard/telephone and numeric.
- The ability to establish, maintain and develop effective working relationships with all of Torbay Council’s customers, including service users; delivery partners; elected members and colleagues.
- Confidence; enthusiasm and resilience.
Desirable skills and effectiveness
- An ability to negotiate and to understand other perspectives and wants to create a ‘win win’ situation.
- Has worked in a customer services background.
- Has worked in an income collection background.
- Be a positive example for other members of staff.
- Attention to detail combined with a proven methodical approach.
Knowledge
Essential knowledge
- Knowledge of arrears recovery practices for statutory and civil debts.
- An up to date knowledge of IT systems including Microsoft applications.
Desirable knowledge
- To have knowledge of financial and/or administrative working environments.
- Conflict management.
- Equality and diversity.
- Knowledge of court proceedings.
- Knowledge of Council’s policy and procedures surrounding debt streams.
- Principle knowledge of Taking Control of Goods legislation.
Experience and achievements
Essential experience and achievements
- Previous experience of collecting incomes, whether statutory or civil debts.
- Experience of working with or negotiation with customers to achieve successful outcomes in the delivery of services that meet their needs.
- To demonstrate empathy with customers and ability to provide a high level of customer service.
- To be able to work effectively, accurately and contribute to a team which frequently has deadlines to meet.
Desirable experience and achievements
- To be able to demonstrate being able to work on their own initiative.
- To be able to demonstrate good team working skills.
Qualifications/professional memberships
Essential qualifications/professional memberships
- Educated to GCSE standard, including pass grades for Maths and English (or equivalent).
Desirable qualifications/professional memberships
- Customer Care e.g. NVQ Level 2.
Other requirements
Other requirements of the job role
• Ability to travel efficiently around the Bay/South West/UK in order to carry out duties.
• Ability to accommodate occasional/permanent home-working.