Debt Management

Looking for an opportunity to provide excellent customer service while helping recover public funds responsibly and compassionately?

The Recoveries Team sits within the Finance Directorate and is responsible for recovering overpayments and returning money to the public purse. As a Recoveries Officer, you will be part of a supportive team that delivers a professional, fair and customer-focused service, working with students and other stakeholders to manage outstanding debts and support positive outcomes.

In this role, you will manage a varied caseload, maintaining debt records, handling customer enquiries and supporting recovery activities through a range of communication channels. You will use your communication and problem-solving skills to engage with customers sensitively and effectively, helping to secure appropriate repayment arrangements while ensuring processes are applied consistently and in line with guidance.

• Adding cases to the Debt Management System, identifying and implementing appropriate debt recovery action by email, telephone call or by letter following team guidance. 
• Taking payments via WorldPay system.
• Dealing with new dental debts and any follow up action that is required.
• Using debt negotiation skills to secure payments or repayment plans within guidelines. 
• Considering if escalated action is necessary and appropriate based on case history, issuing letters where required to warn of potential action. 
• Escalation of complex cases to recoveries specialists where appropriate. 
• Dealing with student enquiries received via telephone, email or in writing. 
• Providing a customer focused and professional service to students and stakeholders, including solicitors and sheriff officers. 
• Handling cases with sensitivity and compassion. 
• Working as part of a team, adapting to changing priorities as required.

• Connections and communication - Communicates and builds relationships across teams to deliver excellent service, quality and performance. Works with others in collaboration to share information constructively. Encourages feedback and creates a secure and safe environment where good communication and relationships can thrive.
• Delivery and decision making at pace - Makes timely decisions, seeking the views of others where necessary and is confident to make recommendations considering the implications. Works at pace, responding flexibly to emerging priorities and manages their own workload effectively.

SAAS is an executive agency of the Scottish Government and responsible for assessing and paying student awards for Scottish domiciled students in Higher Education throughout the UK. We administer budgets of around £1.4 billion each year, making payments to both educational institutions and over 190,000 students a year. We are committed to recruiting a diverse workforce that is representative of the clients we serve.

More information on SAAS can be found on our website https://www.saas.gov.uk  

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.