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Debt Recovery Officer

Please Note: The application deadline for this job has now passed.

About the role

Overall purpose of the post

Cambridgeshire County Council is committed to delivering its strategic ambitions. These include supporting people to enjoy healthy, safe, and independent lives and that people are helped out of poverty and income inequality. Our fees and charges and contributions policies and the effective collection of income enable these ambitions, particularly for Adult Social Care, the Council’s largest area of spending, provided on a means-tested basis and significantly financed by over £150m of locally generated income.

We are looking for a confident individual with strong people skills to join own our team of ten. This is a customer service / debt recovery role which involves talking to both residential and commercial customers providing excellent customer services whilst maximising opportunities to secure payment for goods / services delivered by or through the Council.

If you are a skilled and motivated Individual, who thrives on challenges, making a positive change, and delivering excellent customer service, then this role is perfect for you!

As well as competitive remuneration this role offers 25 days holiday plus bank holidays, a comprehensive Pension scheme, working Monday to Friday with a mixture of remote and office working.

The Debt Recovery role will:

  • Provide an effective debt recovery service in order to maximise income for customers and achieve resolution and payment of outstanding debt in accordance with the Councils Income Collection policy. Providing accurate information and support in response to customers enquires according to agreed procedures, practices and regulatory and legislative requirements.  
  • Ensure an integrated approach to transactions for Cambridgeshire County Council through assisting with the implementation of new technologies, methodologies and processes that meet the needs of clients, customers and client organisation.  

If you have any questions reading this role and would like more information please email the Strategic Debt Recovery Manager:

What will you be doing?

Key responsibilities       

  • Provide operational services within the Income and Debt Recovery team for Cambridgeshire County Council.  Responsible for ensuring that efficient, accurate and timely end-to-end processes are adhered to.  
  • Respond to and resolve service requests and queries ensuring operational service priorities are met through ownership, adhering to agreed service standards and according to operational procedures.       
  • Responsible for investigating and resolving customer queries, suggestions and compliments, escalating any complaints in accordance with the relevant procedures.  
  • Take responsibility and ownership on areas of the service where improvements could be made by making recommendations and implementing agreed changes to improve efficiency.  
  • Embed customer service excellence within the team through contributing to the design of customer focussed processes, active participation in one-to-one meetings / the Our Conversations process and own behaviours.  
  • Demonstrate awareness / understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs.   

Please see Job description for more details about the role.

About you


About You

  • Excellent communication skills both verbal and written
  • Good influencing and negotiation skills, both with customers and within an organisation
  • Tact, diplomacy and resilience
  • Good organisational skills, attention to detail and a strong team player
  • Proven ability to use initiative and solve problems
  • Experience in MS Applications to review and present information.
  • Experience with Agresso Unit4 ERP and Mosaic Social Care System is an advantage but not a requirement.

Please see Job description for more details.

Our benefits

We value our colleagues in Cambridgeshire County Council and have developed a number of benefits:

  • Flexible working
  • Flexible Bank Holidays
  • A comprehensive wellbeing package
  • Our Cambs Rewards employee discounts
  • A comprehensive pension scheme.
  • IDEAL staff equality, diversity and inclusion network.
  • Camweb our staff intranet helping to keep you informed
  • An employee recognition scheme

About us

Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.

Our four values are central to our culture, driving everything we do.

We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities. If you don’t meet every single requirement in the job role but think this could be you, please don’t be put off.   We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.

Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered.  We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.

We are proud to be a Disability Confident Employer. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Some examples of adjustments could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.

Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.

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Disability confident committed Proudly partnering with Diversity Jobs Group Armed Forces Covenant. Proudly supporting those who serve. Happy to talk flexible working