About the role
This is an exciting opportunity to join a new team within Hillingdon Council. We are seeking a proactive and professional Debt Recovery Visiting Officer to join our Debt recovery visiting team within Counter Fraud. This is a customer‑facing role that plays a vital part in maximising income collection for the Council while supporting residents to resolve their debts in a fair, sensitive, and sustainable way.
You will visit residents at their homes to discuss outstanding council debts, explain available options, agree appropriate repayment arrangements, and signpost to advice or support services where needed.
Key Responsibilities
- Conduct home visits to residents with outstanding council debts (e.g. council tax, housing‑related debts, sundry debts).
- Engage with customers professionally and respectfully, including those who may be vulnerable or experiencing financial hardship.
- Negotiate affordable repayment arrangements in line with council policies and procedures.
- Accurately record visit outcomes, agreements, and customer information on council systems.
- Identify safeguarding, vulnerability, or welfare concerns and refer appropriately.
- Work closely with internal teams and partner organisations to support effective debt resolution.
- Contribute to improving collection rates while maintaining a high standard of customer care.
- Ensure compliance with relevant legislation, data protection, and health and safety requirements.
About You
- Has experience in debt recovery, income collection, housing, enforcement, or a similar customer‑facing role.
- Is confident communicating with a wide range of people, including in challenging or sensitive situations.
- Demonstrates strong negotiation, problem‑solving, and decision‑making skills.
- Can work independently in a visiting role while maintaining accurate records.
- Has a good understanding of vulnerability, equality, and safeguarding considerations.
- Is IT‑literate and able to use case management systems effectively.
- Holds a full UK driving licence and has access to a vehicle for work purposes.
Please note that if you are an internal applicant, this role will be offered as a secondment opportunity.
Benefits
- Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
- 36 Hour Week – Enjoy a standard 36‑hour workweek for all full‑time staff.
- Generous Holiday Entitlement – Increasing with length of service (for non‑casual roles).
- Hillingdon Sports & Leisure – Stay active and healthy with discounts at council‑owned leisure centres and swimming pools across the borough.
- Salary Sacrifice Schemes – Option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
- Cycle to Work – Eco‑friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers and showers at the Civic Centre.
- Local Government Pension Scheme – Access to the Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
- Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand and help employees experiencing mental health issues. Access free 24‑hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
- Travel Support – Make your daily commute easier with our season ticket loans and free car parking.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly. The aim is for our workforce to be representative of all sections of society and Hillingdon residents, so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Qualifications & Screening
- Standard DBS Check
- 5 years of referencing
- Right to work verified in the UK and completion of a new starter health questionnaire.
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