At a Glance
- Tasks: Help residents manage their debts and provide excellent customer support.
- Company: Join Durham County Council, a supportive and diverse employer.
- Benefits: Competitive salary, generous leave, pension scheme, and flexible working options.
- Other info: Full training provided, with opportunities for career progression.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Experience in customer service or finance, with strong communication skills.
The predicted salary is between 26403 - 28598 £ per year.
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. If you have experience in dealing with members of the public in a caring and supportive manner and want to make a real difference to our residents, we want to hear from you! We are looking for enthusiastic and committed individuals who bring a positive approach to our team.
You will have excellent communication skills and the ability to engage with residents in a professional and supportive way. Attention to detail is essential, along with strong organisational skills to manage and prioritise workloads effectively in a fast-paced environment. You should be confident working as part of a team, adaptable to change, and able to meet deadlines while handling competing demands. If you are motivated, proactive, and passionate about delivering high-quality service, we would love to hear from you.
We have three posts available within the service: 2 posts are full time (37 hours) and one post is part time (18.5 hours).
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.
From day one, you will receive full training, support, and mentoring—not only from your managers but also from your colleagues. This training will build on and enhance the skills you already have. 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 17th August 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, a looked after young person, care leaver or a veteran.
OUR OFFER TO YOU
We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website. Rewards and benefits are subject to individual terms and conditions.
EQUALITY, DIVERSITY, AND INCLUSION
We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled people and offer support throughout the recruitment process.
CUSTOMER SERVICE – ENGLISH SPEAKING
Where our roles are customer facing and you are required to speak to members of the public, you will be required to demonstrate the ability to speak fluent English. This is a requirement under Part 7 of the Immigration Act 2016.
Debtors and Collection Officers employer: Kirklees Metropolitan Council
Kirklees Metropolitan Council is an excellent employer, offering a supportive and flexible work environment for Childcare Lawyers in Northallerton. With hybrid working options and a strong commitment to employee growth, the council fosters a culture of collaboration and professional development, making it an ideal place for those passionate about making a meaningful impact in children's services.
Contact Details:
Kirklees Metropolitan Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Debtors and Collection Officers
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kirklees Metropolitan Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kirklees Metropolitan Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Debtors and Collection Officers
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kirklees Metropolitan Council:Your cover letter is your chance to shine! Tell us why you want to work at Kirklees Metropolitan Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kirklees Metropolitan Council!
How to prepare for a job interview at Kirklees Metropolitan Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
