WHAT IS INVOLVED?
You will be joining a supportive and enthusiastic team responsible for collecting monies owed to Durham County Council. In this role, you will play a crucial part in helping customers in arrears by implementing effective collection strategies that achieve positive outcomes, minimise debt, and provide the best possible support to our residents.
Your day‑to‑day work will involve communicating with customers by telephone, letter, and email, while maintaining accurate and detailed records of every interaction. You will learn and apply relevant legislation and processes, using the Council’s Debt Management Policy and procedures to provide advice, guidance, and support. This includes explaining recovery processes and signposting customers to appropriate assistance where needed.
A significant part of the role involves handling calls from a wide range of customers, delivering excellent advice and customer service. You will confidently manage requests, negotiate payment arrangements, and respond in a mature and courteous manner, even in challenging situations.
From day one, you will receive full training, support, and mentoring—not only from your managers but also from your colleagues. This training will build on and enhance the skills you already have. Hybrid working is available upon completion of training.
WHAT WILL I NEED?
To succeed in this role, you will need a clear, confident, and empathetic telephone manner, with the ability to explain complex information in a simple and understandable way. Strong organisational, numerical, and time management skills are essential.
You should hold an NVQ Level 2 or equivalent qualification, or have relevant experience working in a Finance, Customer Service, or similar environment. Excellent communication and interpersonal skills are key, along with the ability to manage challenging or confrontational situations professionally.
If successful, you will be required to apply for a Basic Disclosure check.
OUR OFFER TO YOU
We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable.
Rewards and benefits are subject to individual terms and conditions.
EQUALITY, DIVERSITY, AND INCLUSION
We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled people and offer support throughout the recruitment process.
#J-18808-Ljbffr…