At a Glance
- Tasks: Manage and recover debts while providing excellent customer service in a fast-paced environment.
- Company: Join a dynamic team within the Debt Recovery Tower in Hounslow.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on achieving targets and supporting each other.
- Why this job: Make a real difference by helping customers while developing your skills in debt recovery.
- Qualifications: Experience in debt recovery and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
We are currently recruiting for a General Income Recovery Officer to join our Collections & Recovery Team within the Debt Recovery Tower in Hounslow. This is a hybrid role, with attendance at our offices in Hounslow at least once weekly. You will play an essential role in delivering a high‐quality collection and recovery service across a diverse debt portfolio including Sundry Debt, Leasehold Services, Adult Social Care and Former Tenant Arrears. This is an excellent opportunity for someone who thrives in a fast‐paced environment, has proven debt recovery experience, and is passionate about delivering excellent service.
Key Responsibilities
- Debt Management: Manage and proactively recover a ledger of aged debts, ensuring timely and appropriate progression through the recovery cycle.
- Customer Communications: Handle correspondence from debtors and third parties via post, email and telephone, including sensitive interactions with vulnerable customers or their representatives (e.g., attorneys or executors).
- Proactive Outreach: Make outgoing calls to secure payments or negotiate suitable arrangements such as Direct Debits or payment plans.
- Referral & Escalation: Refer cases to external Debt Collection Agencies or recommend legal action where appropriate.
- Write-Off Recommendations: Present clear and accurate recommendations for debt write-offs.
- Record Keeping: Maintain accurate, timely and fully documented records of all recovery actions within the appropriate IT systems.
- Compliance: Ensure all work complies with SLAs, regulatory requirements and audit standards to support consistent, high-quality service delivery.
Essential Skills and Attributes
- Debt Recovery / Credit Control Experience: Significant experience in debt recovery, including outbound call activity, is essential.
- Communication Skills: Excellent written and verbal English, with the ability to engage confidently and professionally—especially with vulnerable customers.
- IT Competency: Strong working knowledge of Microsoft Office applications, particularly Word, Outlook and Excel. Unit4 ERP (Agresso) experience is desirable.
- Customer-Focused Approach: Ability to recover debt firmly yet empathetically, ensuring a positive and respectful customer experience.
- Organisation & Self‐Management: Able to plan, prioritise and work independently to meet targets and deadlines.
- Attention to Detail: High level of accuracy in written work and record keeping.
- Flexibility: Comfortable adapting to new processes, systems or client requirements.
- Team Player: Willing to collaborate, share knowledge and support colleagues to meet team objectives.
Security vetting and checks
All successful candidates must meet the government's Baseline Personnel Security Standard (BPSS). External candidates: This includes a basic criminal record check (for unspent convictions) and an annual adverse finance check (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.
General Income Recovery Officer in Hounslow employer: Liberata
Join our dynamic Collections & Recovery Team in Hounslow as a General Income Recovery Officer, where you will be part of a supportive work culture that values employee growth and development. We offer a hybrid working model, competitive benefits, and the opportunity to make a meaningful impact by helping vulnerable customers while managing a diverse debt portfolio. With a focus on collaboration and excellence, this role provides a rewarding environment for those passionate about delivering high-quality service.
StudySmarter Expert Advice🤫
We think this is how you could land General Income Recovery Officer in Hounslow
✨Tip Number 1
Get to know the company and its values before your interview. This will help you tailor your responses and show that you're genuinely interested in being part of the team. Plus, it gives you a chance to ask insightful questions!
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with sensitive customer interactions, being able to articulate your thoughts clearly and empathetically is key. Try role-playing with a friend or family member to build your confidence.
✨Tip Number 3
Showcase your debt recovery experience during interviews. Be ready to share specific examples of how you've successfully managed debts in the past. This will demonstrate your expertise and make you stand out as a candidate.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace General Income Recovery Officer in Hounslow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your debt recovery experience. We want to see how your skills match the role of a General Income Recovery Officer, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills:Since you'll be dealing with sensitive situations, it's crucial to demonstrate your excellent written and verbal communication skills. Use clear and professional language in your application to reflect how you would interact with customers.
Highlight Your IT Competency:Mention your experience with Microsoft Office and any other relevant software like Unit4 ERP (Agresso). We love candidates who are tech-savvy, so don’t forget to include any specific examples of how you've used these tools in your previous roles.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you into our system quickly!
How to prepare for a job interview at Liberata
✨Know Your Debt Recovery Stuff
Make sure you brush up on your debt recovery knowledge before the interview. Be ready to discuss your previous experiences in managing aged debts and how you've successfully navigated challenging situations with customers. This will show that you’re not just familiar with the process, but that you can handle it effectively.
✨Practice Your Communication Skills
Since this role involves sensitive interactions, practice how you would communicate with vulnerable customers. Think about how to convey empathy while still being firm. You might even want to role-play some scenarios with a friend to get comfortable with the language and tone you’ll use.
✨Get Familiar with IT Systems
If you have experience with Microsoft Office and any debt recovery software, be prepared to talk about it. If you know Unit4 ERP (Agresso), that’s a bonus! Brush up on how you’ve used these tools in past roles to keep accurate records and manage your workload efficiently.
✨Show Your Team Spirit
This position requires collaboration, so think of examples where you’ve worked well in a team. Be ready to share how you’ve supported colleagues or contributed to team objectives in previous jobs. This will highlight your ability to work well with others and adapt to different working styles.
