Recovery Operations Manager

The Operational Recovery Manager is a hands-on role responsible for the day-to-day management of the council tax & NNDR recovery team and for delivering the year end collection target. The post holder manages and coaches the recovery officers, runs the daily and weekly work queues, and applies the correct data-led workflows, enforcement agent (EA) placement, recall and recycling, and post EA legal routes so that the right action is taken on the right case at the right time. Whilst tracking and reporting progress against the year end target throughout the year and in injunction with the operational and arrears teams.

Key tasks and responsibilities:

• Set and review the weekly work plan: allocate queues by case stage, risk and value, set officer productivity and quality expectations, and review progress daily
• Use P2P scores and segmentation tiers to route cases to soft contact, telephony campaigns, EAs or legal action, and review results monthly to check they are working
• Monitor collection against profile, cases at each stage, aged work, arrangement defaults and EA return rates, and act on exceptions immediately and collaborate across operational manager peers
• Carry out case quality checks and file reviews, give timely feedback, and manage under performance through a fair, documented improvement plan
• Manage EA placements hands-on: check cases before release, monitor visits and returns, challenge poor performance with the supplier, and recall or reallocate cases where the data supports it
• Conduct periodic EA reconciliation of returns, fees and settlements, and resolve discrepancies with suppliers and finance
• Handle escalated cases, complaints, Member and MP enquiries and vulnerable customer cases, with accurate and timely responses
• Build a year end plan with milestones (summons and liability order dates, EA placement windows, write-off cut-offs, final push campaigns) and track delivery weekly
• Maintain dashboards from NEC and Academy MRI & Civica data, ensure data quality and GDPR compliance, and issue a weekly forecast of the year end position with risks and actions.

Essential Skills and Attributes:

• Proven experience of managing and developing a team in a high volume recovery environment
• Demonstrated record of delivering collection targets through data-led workflows and performance management
• Detailed knowledge of council tax and NNDR recovery, including liability orders, attachments, charging orders, bankruptcy and committal
• Experience of working with enforcement agents and suppliers
• Experience of NEC & Academy MRI & Civica

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.

Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values.

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.