Income Recovery Officer - Adult Social Care

We are seeking an Income Recovery Officer for the Adult Social Care department in our public sector organisation. The successful candidate will be tasked with managing accounts receivables and ensuring prompt recovery of income.

Client Details

Our client is a Local Authority based in London. They are committed to maintaining high standards of public service and are dedicated to the well-being of the community they serve.

Description

We're looking for an experienced Income Recovery Officer to join our Corporate Debt Team, focusing on collecting outstanding adult social care payments. You'll work closely with service users, their representatives, and internal teams, using a compassionate, person-centred approach. The role involves proactive debt recovery, including calls, letters, or legal action, while meeting targets and offering debt management advice.

The main duties of this role are as followed:

• Provide fast and effective Debt Recovery by prioritising and proactively managing debt case workload, whilst adhering to Corporate Debt Management service objectives
• Establish liability/responsibility for debtors, carrying out investigations by inspecting system records, making telephone/written enquiries and tracing debtors where they have absconded.
• Maintain up to date knowledge and effectively use SAP and Northgate as well as any new debt management system that is implemented to maximise income and minimise debts
• Inbound/Outbound telephone debt recovery, negotiating payment arrangements in accordance with Corporate Debt policy. Setting up and monitoring Attachment of Earnings/Benefits.
• Maximising the volume of automated debt recovery, by minimising the volume of manual collections, therefore increasing cost effectiveness and maximising capacity.
• Deliver Positive outcomes for customers through collaborative working relationships with key stakeholders.
• Escalation of delinquent accounts/debts to the Team Leader/Manager where required, in order for a decision to be made in regards to advanced recovery methods or Court Proceedings.
• Ensure customer refunds, write-offs, queries and payment allocations are completed (including suspense) within set standards and time frames as per the Corporate Debt SLA.
• Ensure personal performance targets are achieved within set time frames.
• Compile/Generate/Maintain regular performance reports for self and management as required.
• Timely escalation of risks, issues or opportunities to management.
• Understand, keep up to date with and comply with changes to legislation, council policy, procedures and regulations that impact income and debt recovery.

Profile

A successful Income Recovery Officer should have:

• Educated up to GCSC Level including Maths and English with experience in recovering delinquent accounts from customers (individuals, and public/private organisations) within Sundry debt (including Social Care / Housing Benefit Overpayment Field)
• Good knowledge of debt legislation with regards to the collection of housing benefit overpayments / social care and the ability to apply it.
• Team player who demonstrates the ability to build strong working relationships with all stakeholders, to ensure prompt resolution of queries.
• Current/Previous experience in the use of Northgate/SAP for debt management as well as other relevant IT.
• Previous experience in a similar position within a local authority.
• Housing Benefit Overpayment/Social Care Subject Matter Expert.

Job Offer

You will be offered a 24 month FTC within a local authority with fantastic benefits.