Adult Social Care (Asc) - Debt Recovery Officer - Fixed Term Contract To March 2028

We have a vacancy for an experienced Recovery Officer who would join our Debt Recovery Tower on our Collections & Recovery Team working on our Bromley contract. We provide a full collection and debt recovery service on a range of debts across the Council; this role will focus on Adult Social Care debts. This role is a fantastic opportunity for someone used to a fast-paced environment, with experience in debt recovery and a passion for delivering high-quality service.

Key tasks and responsibilities:

• Debt Management: Manage a diary of aged debts and proactively recover social care debts, e.g. residential care, respite and non-residential care charges, ensuring timely progression of debts through their recovery cycles – from reminders to legal action.
• Correspondence Handling: Deal with communications from debtors and third parties via phone and email, handle interactions with vulnerable clients and their representatives, i.e. executors of estates and lasting power of attorneys.
• Dispute Management: Refer queries to the appropriate Council department for resolution.
• Proactive Communication: Make daily proactive calls regarding payment and recovery of debts, recommending Direct Debits and/or arrangements, settlement from estates, where appropriate.
• Debt Collection / Legal Action: Refer cases to local support services, Debt Collectors (and review their returns) or recommend legal action where appropriate.
• Write-Offs: Make recommendations for write-offs.
• Record Keeping: Record all recovery actions on the Council’s IT system, Aspien Debt Recovery.
• Compliance: Ensure all work complies with SLAs, regulatory, and audit requirements to support service delivery.

Essential Skills and Attributes:

• Debt Recovery Experience: Prior experience is crucial, particularly outbound call recovery.
• Fluent English: Proficiency in both written and spoken English.
• IT Skills: Competence in Microsoft Word, Outlook, and Excel.
• Telephony Skills: Proven ability to communicate effectively, especially with vulnerable debtors.
• Self-Management: Confidence and professionalism in all interactions.
• Self-Motivation: Ability to work towards targets by prioritising and planning.
• Attention to Detail: Producing high-quality and accurate documentation.
• Flexibility and Adaptability: Being able to adjust in a changing environment.
• Team Collaboration: Work well within a team and have a willingness to assist team members when needed.

Our Employee Benefits:

• Professional development opportunities and support towards gaining professional qualifications
• 26 days holiday per annum, plus bank holidays. Entitlement increases by one additional day after five years of service and a further additional day after ten years of service.
• Life assurance, which is equivalent to 4 times the basic salary
• Defined contributory pension scheme; employees can contribute up to 6%, and the company will match the contribution to a maximum of 6%
• Employees access a wide range of benefits, rewards, and discounts with ‘Look Inside’
• Access to employee wellbeing initiatives
• The Employee Assistance Programme (EAP)
• Company sick pay
• Occupational health advice and support
• Free eye tests
• Free annual flu jab
• Family-friendly policies
• Flexible working options
• The recommend a friend recruitment referral scheme.
• Cycle 2 Work Scheme

Security vetting and checks:

All successful candidates must meet the government’s Baseline Personnel Security Standard (BPSS).

• External candidates: The BPSS includes a basic criminal record check (for unspent convictions). There will also be an Adverse Financial Check (AFC) which will be renewed annually. An Adverse Finance Check looks for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders.
• Internal candidates: An annual adverse finance check will be required.

If you do not meet these requirements, your offer may be withdrawn.

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