Job Description

We have a vacancy for an experienced General Recovery Income Officer who would join our Debt Recovery Tower on our Collections & Recovery Team in North Somerset. We provide a full collection and debt recovery service on a range of debts across the Council. 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 ledger of aged debts and proactively recover various debt types, ensuring timely progression of debts through their recovery cycles.

Correspondence Handling:

Deal with communications from debtors and third parties via post, email, and telephone and handle interactions with vulnerable clients and their representatives, i.e. executors of estates.

Proactive Communication:

Make proactive calls regarding payment and recovery of debts, recommending Direct Debits and/or arrangements, where appropriate.

Debt Referrals:

Refer cases to local support services, Debt Collectors (and review their returns) or recommend legal action to the Client where appropriate.

Write-Offs:

Make recommendations and prepare documentation for write-offs.

Record Keeping:

Record all recovery actions on IT systems like Agresso and ContrOCC.

Compliance:

Ensure all work complies with SLAs, regulatory, and audit requirements to support service delivery.

Essential Skills and Attributes:

Debt Recovery/Credit Control 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 prioritizing 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 with a team and a willingness to assist team members when needed.

Security vetting and checks:

If you are successful, you will need to comply with the government's Baseline Personnel Security Standard Verification process, this includes a basic criminal record check which will identify any "unspent" convictions and a financial probity check which will check if a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file, if you are unable to meet these requirements your offer may be revoked.


Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.


Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.


Many of our services and solutions are available for procurement under various Government frameworks.