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- Tasks: Manage your own diary while providing debt support and excellent customer service.
- Company: Join HMRC's modern Field Collections Team, vital for funding UK public services.
- Benefits: Enjoy remote work, a company car, and a full mobile kit for your role.
- Other info: Flexible working with potential overnight stays; comprehensive training provided.
- Why this job: Travel, meet diverse people, and develop skills in a dynamic, supportive environment.
- Qualifications: Full UK driving licence and strong interpersonal skills required; Welsh language proficiency is a plus.
The predicted salary is between 29000 - 38000 £ per year.
About the Role
Are you keen on managing your own diary?
Want to provide debt support, give great customer service and advice?
Are you looking at having transport provided so you can assist with debt collections?
Enjoy the open road and having your own Autonomy?
Have a full clean UK Driving Licence?
Read on!
You will have a full mobile kit including a Laptop, Card Payment machine, Mobile Phone, and Thermal Printer to enable you to carry out your role on the road.
You will also be provided with a lone worker Health & Safety device.
We require 2 Debt Collection Officers in Wales who can work independently and be part of a wider geographical Collection team.
- We will be appointing on Merit order based on locations of vacancies.
- Working within local areas near you as well as potentially working further afield to cover different geographical locations based on operational requirements.
We will work with you on this and the below are the geographical locations where we have vacancies: –
Llandudno and Wrexham.
As this is a remote and mobile role, you will be eligible to apply for your own company Car from one of our flexible schemes.
Job Description
This is an exciting time to join a modern digital Field Collections
Team which is part of HMRC Debt Management whose core purpose is to collect money to fund UK public services. Field Collections are responsible for pursuit and collection of overdue Taxes.
- You will interact with people from all walks of life including, Company Directors, Sole Proprietors and Partnerships to secure HMRC debts. Recording their assets under the Taking Control of Goods legislation in Wales.
- Travelling solo to various external customer premises, engaging with customers whilst gathering information to make well balanced decisions. We will support your development in this role with a full in-depth 6-week training course which is provided with ongoing 121 peer support.
As a Debt Collections Officer, you will demonstrate a specific skill set that enables you to:
- Methodically plan and manage your diary for weekly visit activity.
- Make effective decisions to resolve cases, this will include: –
Questioning customers to determine their financial and assets position when looking to secure payment.
Analyse systems to make informed decisions.
Deciding when to commence Enforcement activity.
So, if you like meeting different people and enjoy travelling whilst possessing strong interpersonal skills, are driven, adaptable, hardworking and would enjoy working for a team that constantly evolves and innovates, this is the job for you.
Read on!
As Field Collections Team is a national team covering all of the UK, Regional Centres do not determine where we need to recruit but geographical locations do and therefore, we will have various Reserve Lists based on location.
Person Specification
As an influential Officer of the Debt Collections Team, you will need to be organised, driven, manage your own time effectively and communicate successfully. At times you will also be an empathic Civil Servant whilst at other times you will need to be an authoritative, assured and confident Debt Collection Officer. Under challenging circumstances, you will operate fairly in your dealings with members of the public as well as other external / internal stakeholders.
- Be part of a large and extremely engaged nationwide team who are inclusive, flexible, adaptable and creative in solving problems and dealing with change.
- Whilst on the road you will be an ambassador for HMRC. You will take customer service, etiquette and fairness seriously and demonstrate it professionally. You will be a self-motivated person, always looking to develop your expertise.
- Using your new or updated learned library of knowledge to remind customers of the laws, acts and legislations such as the Taking Control of Goods in Wales.
- Fully using available digital platforms, thinking in an objective and analytical manner with an inquisitive and open mind. Using good judgement to make decisions to enable you to progress each case and deal with associated queries.
- Field Collections operates flexibly to improve contact with the customer and 90% of the working day is spent “on the road” calling at premises unannounced. Sometimes an overnight stay in a hotel may be required for which expenses will be covered.
Essential Criteria
- Strong planning and organisational skills to deliver consistently high outputs in a fast-paced environment.
- Showing flexibility and delivering a great customer experience with internal and external exposure across many levels of seniority.
- Being adaptable and capable of operating in dynamic, fast-paced environments. Comfortable working within tight deadlines and under pressure.
- Demonstrate excellent interpersonal skills with a proven ability to influence and engage others effectively.
- Skilled in gathering and analysing data to make sound, evidence based-decisions, even when they are unpopular.
- Highly observant, ensuring all relevant information is considered.
- Make effective decisions to deliver positive outcomes.
- Speaking, writing and reading confidently and fluently in the Welsh language with colleagues and customers. You will speak Welsh language every day with customers or colleagues.
- Full UK Driving License.
Licences
A full UK car driving licence
We recognise that some people cannot drive due to a disability or underlying health condition and may not be able to meet this requirement. Where this applies, you can apply (you will need to answer yes to this question to proceed with your application) but will need to declare that you require a reasonable adjustment at the point you receive a provisional offer. The vacancy holder will then discuss your specific requirements to consider if this can be reasonably accommodated in this role.
Behaviours
We\’ll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Managing a Quality Service
- Delivering at Pace
Total Remuneration is £38,013 which includes base of £29,475 and an annual pension of £8,538
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Collector - Field Collections Team employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collector - Field Collections Team
✨Tip Number 1
Familiarise yourself with the Taking Control of Goods legislation in Wales. Understanding this law will not only help you in your role but also demonstrate your commitment and knowledge during interviews.
✨Tip Number 2
Practice your interpersonal skills by engaging with a variety of people in different settings. This will prepare you for the diverse interactions you'll have as a Debt Collection Officer and show that you're adaptable.
✨Tip Number 3
Get comfortable with using digital platforms and data analysis tools. Being tech-savvy will help you make informed decisions quickly, which is crucial for success in this fast-paced role.
✨Tip Number 4
Plan mock scenarios where you need to make quick decisions under pressure. This will help you develop the ability to think on your feet, a key skill for managing your own diary and resolving cases effectively.
We think you need these skills to ace Collector - Field Collections Team
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a Debt Collection Officer. Emphasise your organisational skills, customer service experience, and any previous roles that required independent decision-making.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your ability to manage your own diary, provide excellent customer service, and your willingness to travel. Use specific examples from your past experiences to demonstrate your suitability.
Highlight Language Skills: If you are fluent in Welsh, make sure to highlight this in your application. The ability to communicate effectively in both English and Welsh is essential for this role, so don’t forget to mention it prominently.
Showcase Problem-Solving Abilities: In your application, provide examples of how you've successfully navigated challenging situations in the past. This could include instances where you had to make tough decisions or resolve conflicts, as these skills are crucial for a Debt Collection Officer.
How to prepare for a job interview at HM Revenue & Customs
✨Showcase Your Organisational Skills
As a Collector, you'll need to manage your own diary effectively. Be prepared to discuss how you plan and organise your time, perhaps by sharing examples of how you've successfully managed multiple tasks or appointments in the past.
✨Demonstrate Empathy and Authority
This role requires a balance of being empathetic and authoritative. Think of scenarios where you've had to navigate difficult conversations, and be ready to explain how you handled them while maintaining professionalism.
✨Familiarise Yourself with Relevant Legislation
Understanding laws like the Taking Control of Goods legislation is crucial. Brush up on these regulations before your interview, and be ready to discuss how you would apply this knowledge in real-life situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your decision-making skills under pressure. Prepare by thinking through potential scenarios you might face in the role, and outline how you would approach each situation logically and effectively.